How can we
help you?
Check the docs first — most questions are answered there. If you can't find what you need, email us and we'll get back to you fast.
Start here — self-service resources
Contact us
Email support
General & technical
Webhook issues, platform connections, payload questions, account problems.
support@socialhook.io →Response within 24 hours · Mon–Fri
Billing
Billing & invoices
Subscription questions, invoice requests, payment issues, refund requests.
billing@socialhook.io →Response within 48 hours · Mon–Fri
Privacy & legal
Privacy, GDPR & DPA
GDPR requests, DPA execution, data deletion, privacy policy questions.
privacy@socialhook.io →DPA requests within 5 business days
Common support questions
My webhook stopped receiving payloads — what do I check first?
Check in this order: 1. Your SocialHook delivery log — does it show delivery attempts? 2. If attempts show 4xx/5xx errors, your server is receiving the request but rejecting it — check your signature verification code. 3. If no attempts show, your Meta platform connection may have expired — go to Settings → Platforms and re-authorize. 4. Check system status for any ongoing incidents.
My Facebook/Instagram/WhatsApp access token expired. How do I fix it?
Go to your SocialHook dashboard → Settings → Connected Platforms. You'll see a red status indicator next to the expired connection. Click "Reconnect" and go through the OAuth flow again. SocialHook auto-refreshes tokens in most cases, but some token types require periodic manual re-authorization.
Signature verification is failing — what's going wrong?
The most common causes: 1. You're verifying against parsed JSON instead of the raw request body — compute the HMAC against req.rawBody (Node) or request.data (Python), not the parsed object. 2. Wrong secret key. 3. Missing the sha256= prefix. See the security docs for full examples.
Can I request a Data Processing Agreement (DPA) for GDPR compliance?
Yes. Email privacy@socialhook.io with subject "DPA Request" and include your company name, registered address, and authorized signatory. We'll return a countersigned DPA within 5 business days. The standard DPA is available to view at socialhook.io/dpa.
How do I cancel my subscription?
Go to your dashboard → Settings → Billing → Cancel subscription. Cancellation is immediate and effective — your access continues until the end of your current billing period. No cancellation fees, no questions asked.
I need a VAT invoice for my EU/German company. How do I get one?
Email billing@socialhook.io with your company name, registered address, and VAT registration number. We'll issue a corrected invoice with your VAT details within 2 business days.