Support

1. Contact

• Email: info@highoninnovation.com or highoninnovation.india@gmail.com — product help, account access, billing questions.
• Privacy and data requests: same address, subject "Privacy request" or "Data deletion request" (see Data deletion).
• Security issues: same address, subject "Security" — please do not post details publicly; we acknowledge within 1 business day.

2. I can't sign in

• Use Forgot password on the login page; the reset link is valid for a limited time.
• Accounts are created by your organisation's administrator — if you never received a login, ask them, or email us and we will point you to the right person.
• If you were asked to set a new password on first login, that is expected — it is a one-time step.

3. Connecting or disconnecting YouTube

• Connect: Connect Accounts → YouTube → Connect → choose the Google account that owns the channel → approve the permissions. Details of each permission: How we use YouTube data.
• Second channel / different Google account: click Connect again — Google shows the account chooser every time.
• Channel shows "expired": click Reconnect on its card. This happens when Google's token can no longer be refreshed (for example after you changed your Google password or revoked access).
• Disconnect: the channel card → Disconnect. Tokens and imported YouTube data are deleted immediately. You can also revoke at myaccount.google.com/permissions.
• "Google hasn't verified this app" — shown while our Google app is completing verification; approved test accounts can continue via "Advanced". This screen disappears once Google finishes its review.

4. A post didn't publish

• Only approved posts publish — check Approvals; the post card shows who approved it and when.
• Media must have a cleared rights status (original / licensed / client-provided).
• YouTube posts need a video file and a title; the account's daily YouTube API budget may also be used up (the Service tells you, and retries the next day).
• The post's card shows the exact error the platform returned; Reconnect the account if it says the token expired.

5. Reports look empty or incomplete

• Right after connecting, press Sync (Connect Accounts card or the Growth & ROI page) to import history; the background sync then runs every 6 hours.
• Charts deliberately wait for enough data (for example 3 weeks) before drawing, and verdicts need about 3 days after publishing — the page says so rather than showing invented numbers.
• Instagram shares audience demographics only above ~100 followers; YouTube only once a channel has enough recent views.

6. Deleting data or my account

Every option — one connected account, your login, or a whole workspace — is described step by step on the Data deletion page. Export first from Settings → Privacy & data if you want a copy.