Help & Support
Find the right next step for your account. For issues that need our team, contact us with the affected service and an example so we can investigate.
Sign in or get access
Sign in with your account email. If your account has no product access, contact the team to arrange the appropriate grant. Never share your sign-in code. If you cannot access your mailbox or receive a code, email us from a contact we can verify.
Connect or restore a channel
Use your account’s setup flow to review business information and the WhatsApp or Instagram connection. Complete any available official Meta connection steps with an account authorised for your business.
If a channel is unavailable, paused or awaiting approval, send support the channel name and the error shown. Do not disconnect or re-register your business number as a troubleshooting step unless the team has confirmed it is necessary.
Correct an answer or take over
- Open the affected conversation and let your team take over when a customer needs a person.
- If replies should stop, pause Layla for the affected channel using your account controls.
- Correct the approved business facts or catalog used by the answer, then review the updated behaviour before resuming.
- Report recurring or unexpected replies with the date, channel and a redacted example.
Review offers and operational updates
In Ascend, check the relevant record and its pending decisions. Adiba’s offers and quotations that require owner approval must be reviewed before they become customer commitments. Check the price, scope and conditions—not just the wording.
Update real-world job status only when your team has confirmed it. Enabled reminders follow the configured workflow and channel rules; a recorded action does not by itself prove message delivery or payment collection.
Report a fault or complaint
Include your business name, account email, affected channel or workflow, when the issue happened, what you expected and what happened instead. Screenshots or examples should have customer data redacted.
Do not send passwords, sign-in codes, API tokens or payment-card details. For a complaint, include the resolution you are seeking. Support availability and any response target follow your written agreement.
Billing, cancellation or refunds
For a billing question, include the invoice reference. To request cancellation, email the team; the applicable notice period and service end date follow your agreement. Pausing automation does not by itself cancel a paid contract.
If the agreed service does not work as promised, follow the Refund Policy. We will not ask for full card details to review your request.
Access, correct or delete data
Use the instructions below for deletion requests. For other data requests, contact us from the account email where possible. Requests are verified before account or customer data is changed.