Welcome to [smmedge.com]. Our support team is dedicated to providing prompt, reliable, and effective assistance to all our users, whether you are a direct customer, a high-volume reseller, or a developer utilizing our API. This Support Policy outlines how our team operates, what issues we cover, and the guidelines we ask you to follow so we can resolve your concerns as quickly as possible.
We offer multiple channels to ensure you can reach us when you need help. Our team works diligently to address all inquiries in a timely manner.
Ticket System (Recommended): The fastest way to get help is by opening a support ticket directly from your [smmedge.com] dashboard. This automatically links your account details to your request.
Email Support: You can reach us via email at [mailer@smmedge.com]. Please email us from the address registered to your account.
Live Chat: For quick questions and general guidance, our live chat widget is available on the website during standard business hours.
Expected Response Times: We aim to respond to all standard inquiries within 24 hours. Urgent issues—such as payment gateway failures, account lockouts, or critical API downtime—are placed in a priority queue for expedited handling.
Our support team is fully equipped to assist you with the following types of inquiries:
Order Status: Updates on orders that are pending, stuck, or processing longer than the estimated time.
Delivery Problems: Investigating delayed deliveries, partial deliveries, drops in counts, or incorrect quantities.
Refill & Cancellation Requests: Processing refills (if the specific service includes a refill guarantee) or attempting order cancellations (only if the service permits it).
Payment & Billing: Missing deposits, cryptocurrency transaction confirmations, and balance discrepancies.
Account Access: Assistance with password resets, two-factor authentication (2FA) issues, or locked accounts.
API Support: Troubleshooting API connection errors, webhook failures, and parameter formatting.
We want you to get exactly what you paid for. If an order does not go as planned, please review our guidelines for reporting issues, requesting refunds, or asking for re-deliveries.
How to Report an Issue: When contacting us about an order, you must provide the Order ID, the Target Link, and a clear description of the problem. For count-related issues, please provide screenshots showing the starting and current counts.
Reporting Timeframes: Any delivery issues (such as drops or missing items) must be reported within 72 hours of the order being marked as "Completed."
Refills & Replacements: If a service includes a refill guarantee, we will gladly restore dropped quantities within the stated warranty period. Services without a "Refill" tag in their description are bought at your own risk and are not eligible for replacement.
Refund Conditions: If an order cannot be delivered, it will be automatically canceled, and the funds will be returned to your [smmedge.com] account balance. Partial deliveries will receive a prorated refund to your account balance based on the undelivered amount.
External Refunds: Please note that refunds are credited to your panel balance. We do not issue direct refunds to your original payment method (e.g., credit card, PayPal, or crypto wallet) unless explicitly agreed upon by management in exceptional circumstances.
To maintain efficiency and focus on technical and platform support, our team cannot assist with the following:
Algorithm Guarantees: We do not guarantee that our services will result in organic engagement, algorithmic boosts, or getting featured on "Explore" pages.
Policy Bypassing: We will not assist in bypassing third-party social media platform policies, nor do we provide services for banned, illegal, or restricted content.
Custom Service Modifications: We cannot alter the speed, drip-feed rate, or parameters of a service beyond what is listed in the service description on our dashboard.
To ensure smooth processing of your orders and support requests, we ask that you adhere to the following responsibilities:
Provide Accurate Links: Always double-check your URLs before submitting an order. We cannot refund or reverse orders sent to the wrong link due to a typo.
Keep Accounts Public: Social media accounts must remain public during the entire delivery process. If you change an account to private, the order will be marked as complete, and no refund will be issued.
Avoid Duplicate Orders: Do not place multiple orders for the exact same link using the same service at the same time. This causes server overlaps, making it impossible to track delivery accurately. We cannot offer refunds or refills for overlapped orders.
We strive to maintain a safe, fair, and professional environment for all our users.
Spamming Tickets: Opening multiple tickets for the same issue slows down our support team. Please keep your communication regarding a specific issue to a single ticket.
Professional Conduct: Abusive language, threats, or harassment toward our support staff will not be tolerated and may result in immediate account suspension.
Chargebacks & Disputes: Filing a chargeback or payment dispute without contacting our support team first is a violation of our Terms of Service. Doing so will result in an immediate and permanent ban from [smmedge.com], and your IP address will be blacklisted.
If you need to reach out, we are here to help.
Support Email: [mailer@smmedge.com]
Panel Dashboard: Log in to [smmedge.com] to open a secure ticket 24/7.