Replyco FAQ
This page collects the questions Replyco customers ask most, with a short answer to each and a link to the guide that explains it in full. It covers signing in and security, connected accounts, tickets, Replyco AI, chats, billing and plans, and users and permissions. Each answer stands on its own and names the menu path it relies on, so you can read only the question you came for. When the answer here is not enough, open the linked guide, or contact support with Support in the user menu; see Help and support.
Frequently asked questions
Section titled “Frequently asked questions”Getting help
Section titled “Getting help”How do I contact Replyco support?
Section titled “How do I contact Replyco support?”Select your avatar at the right end of the top bar and choose Support, or select Support at the foot of the sidebar. The support chat opens in a panel next to the screen you are on, and the support team answers there. See Help and support.
What should I send support so they can help quickly?
Section titled “What should I send support so they can help quickly?”The ticket number, or the account’s name as it appears on AdminAccounts, the time the problem happened, the full text of any message and a screenshot of the whole browser window. Say whether colleagues see the same. See Help and support.
Is Replyco down, or is the problem on my side?
Section titled “Is Replyco down, or is the problem on my side?”Look at the top of the screen. While Replyco deals with a service problem, every user sees a yellow band above the top bar that reads Replyco is currently experiencing some performance issues. We’re aware of the problem and working to resolve it as soon as possible.. Without the band, open Replyco in a private window: if it works there, the cause is in your usual browser. See When Replyco is slow or unavailable.
Will Replyco tell us when something is wrong on its side?
Section titled “Will Replyco tell us when something is wrong on its side?”Yes, inside Replyco. While Replyco works on a service problem, a yellow band above the top bar is shown to everyone in every company, and it cannot be closed. Replyco checks for it each time it loads, so reload the page to see whether it has gone. See When Replyco is slow or unavailable.
How do I change the language of Replyco?
Section titled “How do I change the language of Replyco?”The interface language is set for your whole company from the country chosen at sign-up: German for Germany, Austria, Switzerland and Liechtenstein, English for every other country. Your browser’s language does not change it and there is no switch in Replyco; contact support to change it. See The Replyco screen.
Signing in and security
Section titled “Signing in and security”How long does a Replyco session last?
Section titled “How long does a Replyco session last?”A sign-in is valid for 72 hours, and Replyco renews it by itself while you keep using Replyco in that browser, for up to 90 days after the last renewal. Renewals do not ask for a code; a new sign-in with your password does. See Sign in.
Why am I asked to sign in and enter a code so often?
Section titled “Why am I asked to sign in and enter a code so often?”Something ends your session early: Log Out, a browser that deletes site data, a private window, a password change, or, on plans billed per user, the same user signing in on another computer. Keep one browser profile per person and one Replyco user per colleague. See Sign in.
My authenticator code is rejected. What should I check?
Section titled “My authenticator code is rejected. What should I check?”Replyco shows Code is invalid. Codes change every 30 seconds and are checked against your computer’s clock, while the app uses your phone’s clock. Set both to update the time automatically, pick the Replyco entry for your address and type a fresh code. See Sign in.
Can two-factor authentication be turned off?
Section titled “Can two-factor authentication be turned off?”No. Every new user must use two-factor authentication, on every plan: sign-up and the invitation both set it up, and once a user has set it up it stays on; the Two-factor authentication tab in Account Settings then offers only a reset, for example for a new phone. See Two-factor authentication.
I lost the phone with my authenticator. How do I get back in?
Section titled “I lost the phone with my authenticator. How do I get back in?”Sign in with your password until the code step and select Reset 2FA Access. Replyco asks for your address and password and emails you a code; then you scan a new QR code with your new phone. See Two-factor authentication.
Replyco says it cannot find my user. What is wrong?
Section titled “Replyco says it cannot find my user. What is wrong?”The message “Cannot find this user or password is wrong” also appears when your user is blocked, was invited but never accepted, or has a different address. Five wrong codes in a row block a user. An administrator checks and unblocks you with Unblock User in AdminUsers. See Sign in.
How do I reset a forgotten password?
Section titled “How do I reset a forgotten password?”On the sign-in screen, select password in the line about a forgotten password, enter your address and select Send Request. Open the link in the email, enter the new password twice and select Save. The link works once, for about a day. See Sign in.
Where can I see who signed in with my user?
Section titled “Where can I see who signed in with my user?”In Account Settings, under Security, the Account Activity tab lists your sign-ins with the date, the IP address and the browser, newest first, so you can spot one that was not you. See Account Activity.
Accounts and syncing
Section titled “Accounts and syncing”How quickly do new messages appear in Replyco?
Section titled “How quickly do new messages appear in Replyco?”Replyco fetches new messages for each connected account about every five minutes, and a mailbox connected by forwarding adds the time your mailbox takes to forward. An open ticket list does not reload by itself: refresh it when the banner New tickets have arrived. Click refresh button to update the list. appears. See When Replyco is slow or unavailable.
What does Blocked mean on the Accounts screen?
Section titled “What does Blocked mean on the Accounts screen?”Blocked means Replyco stopped syncing the account: its sign-in expired, its connection failed more than five times, or it is over your plan’s number of accounts. Open the account on AdminAccounts and read the reason. See Fix a blocked or silent account.
Will anyone be told when an account is blocked?
Section titled “Will anyone be told when an account is blocked?”Yes, while Receive Notifications about Blocking is ticked in the account’s dialog on AdminAccounts, which it is for every new account. Every user gets an in-app notification, and the company’s email address receives an email. See Accounts.
What happens to our tickets when we delete an account?
Section titled “What happens to our tickets when we delete an account?”Replyco removes the account in the background together with its tickets, messages, notes, orders, customers and feedback. A deleted account cannot be restored. You delete an account in its dialog on AdminAccounts. See Accounts.
How many accounts can we connect?
Section titled “How many accounts can we connect?”The plan comparison lists sales channels as unlimited, and there is no limit during a trial. When your company has a set number of accounts, + Add Account disappears from the top bar once it is reached and Replyco refuses to save another account. See Accounts.
Tickets
Section titled “Tickets”Why is a ticket missing from my list?
Section titled “Why is a ticket missing from my list?”Check the view first: Not Resolved leaves out resolved tickets, and most views leave out snoozed, archived and blocked tickets. Then clear the filters, look at the next page, and ask an admin whether your user may see the ticket’s account and label in AdminUsers. See Ticket lists.
What is the difference between archiving and resolving a ticket?
Section titled “What is the difference between archiving and resolving a ticket?”Resolving changes the ticket’s status to resolved, and the ticket stays in Resolved and All Tickets. Archiving hides it from every list except TicketsArchive, and Replyco deletes archived tickets after the number of days shown there. See Archived tickets.
How long are archived tickets kept?
Section titled “How long are archived tickets kept?”As many days as the note above TicketsArchive says, 14 by default, counted from the moment each ticket was archived. Then Replyco deletes the ticket with its messages and notes. Restoring a ticket stops the count. See Archived tickets.
Can I get a deleted ticket back?
Section titled “Can I get a deleted ticket back?”No. A ticket deleted with Delete forever, or deleted automatically after its days in TicketsArchive, cannot be opened, found or restored in Replyco. Restore tickets you want to keep before their days run out. See Archived tickets.
Replyco AI
Section titled “Replyco AI”Is Replyco AI included in every plan?
Section titled “Is Replyco AI included in every plan?”Yes. Replyco AI, with tone analysis, AI drafts, categories and summaries, is part of every plan, and AI actions are not a line on your invoice. The AI Usage tab of AdminBilling shows how many AI actions Replyco performed. See Billing.
Are AI drafts sent to customers automatically?
Section titled “Are AI drafts sent to customers automatically?”No. An AI draft is a suggestion stored on the ticket. It reaches the customer only when an agent selects Accept & Send, in a ticket list’s review window or in the ticket’s reply editor. Until then the customer sees nothing. See AI drafts.
How do we switch AI drafts on?
Section titled “How do we switch AI drafts on?”Replyco switches auto-drafts on for your company; there is no switch for them in the app. While they are on, ToolsAI Settings shows the AI Draft Settings tab. If the tab is missing, ask Replyco support to switch auto-drafts on. See AI drafts.
Can customers see AI summaries or tone scores?
Section titled “Can customers see AI summaries or tone scores?”No. Summaries, tone scores and their reasons appear only inside Replyco, to your team. Nothing from them is added to replies or sent to the customer’s channel. See AI summaries and Message tone analysis.
Can a customer trick the AI with instructions in their message?
Section titled “Can a customer trick the AI with instructions in their message?”The AI is told to treat the customer’s message and the conversation strictly as data and never to follow instructions in them, both when it checks the message and when it writes a draft. Whatever it writes, an agent reads the draft before anything is sent. See AI drafts.
Who can change the AI settings?
Section titled “Who can change the AI settings?”Users with the Admin permission in Edit mode, in a company with Replyco AI. Only they see and open ToolsAI Settings and save changes there, and the changes apply to the whole company. See AI Settings.
Why is the chat reply box greyed out?
Section titled “Why is the chat reply box greyed out?”The reply box is disabled while a reply is being sent, while your browser has lost its connection to Replyco’s chat service, and when no customer is linked to the chat. Reload the page for a lost connection. When the box shows Select the recipient to send the message to..., pick the customer in Select customer in the side panel of Chats. See Chat list and conversations.
Why can’t I answer a WhatsApp, Messenger or Instagram chat after a day?
Section titled “Why can’t I answer a WhatsApp, Messenger or Instagram chat after a day?”These channels accept an ordinary reply only within 24 hours of the customer’s last message. Messenger and Instagram refuse a later reply at once; WhatsApp reports the refusal a little later, and Replyco cannot send WhatsApp’s approved message templates. See Answer a chat.
How do I get notified of new chats?
Section titled “How do I get notified of new chats?”In Account Settings, on the Notifications tab, switch on New Chat Message (All) or New Chat Message (Personal), and Pop-up Chat Sounds for a sound. The pop-up does not appear for the chat you have open. See Notifications.
Does the live chat widget cost extra?
Section titled “Does the live chat widget cost extra?”No. Live chat is part of every plan and of the trial, with no charge per widget or per visitor. As with other conversations, the first reply your team sends in each chat counts as usage of your subscription. See Live chat widget.
Billing and plans
Section titled “Billing and plans”How long is the trial, and what happens when it ends?
Section titled “How long is the trial, and what happens when it ends?”Companies in Germany, Austria, Switzerland and Liechtenstein get 30 days, all others 7, with every feature on. The trial never turns into a paid plan by itself: afterwards only the subscription and Help screens open and new messages are not collected until you subscribe. See Subscribe to a plan.
Where do I download our invoices?
Section titled “Where do I download our invoices?”On the Payment tab of AdminBilling, under Invoices, select Download in the invoice’s row. The PDF comes from your payment provider. See Billing: Payment.
How do I change the address on our invoices?
Section titled “How do I change the address on our invoices?”Invoices carry the billing address from AdminCompany Settings, or your company address when it is used for billing. Change it on the address tab there; AdminCompany Settings is open to users with the Admin permission in Edit mode. For other company details on the invoices, contact support. See Billing: Payment.
Our payment was declined. What happens now?
Section titled “Our payment was declined. What happens now?”Every user sees a red banner at the top of every screen, and Replyco pauses syncing your accounts, so no new messages arrive. Add a working card on the Payment tab of AdminBilling and make it the default; once a payment goes through, syncing resumes. See Billing: Payment.
Which tickets do we pay for?
Section titled “Which tickets do we pay for?”On ticket-based plans, a ticket becomes billable when Replyco sends the first message on it, a reply from your team or an auto-response, and it counts once, however many messages follow. Chats count the same way. The count is on the Usage tab of AdminBilling. See Billing: Usage.
Are tickets unlimited on our plan?
Section titled “Are tickets unlimited on our plan?”It depends on the plan type. Ticket-based plans include a number of tickets a month, and each extra ticket costs the plan’s price. User-based plans cost a price per user and have unlimited tickets under the fair use policy. The plan comparison shows both. See Subscribe to a plan.
When does a cancellation take effect?
Section titled “When does a cancellation take effect?”At the end of the period you have already paid for. Replyco keeps working as before until then, and the Subscription tab of AdminBilling shows the date in red. During a trial there is nothing to cancel. See Billing.
Users and permissions
Section titled “Users and permissions”How do I add a colleague?
Section titled “How do I add a colleague?”Every plan includes inviting colleagues. Open AdminUsers, select Invite User, fill in name, last name and email, choose a role and select Send Invitation. Replyco emails the invitation and shows a registration link you can copy. See Invite users and set what they can do.
A colleague already uses Replyco. Should I sign up too?
Section titled “A colleague already uses Replyco. Should I sign up too?”No. Signing up creates a separate company with its own accounts and tickets. Ask an administrator of your company to invite you from AdminUsers; the invitation email lets you set your password and join their company. See Sign up.
Does inviting a user change what we pay?
Section titled “Does inviting a user change what we pay?”On a plan priced per user, yes: the confirmation in AdminUsers says so and the price changes at once, and deleting a user changes it back. If you pay through Shopify, Replyco opens Shopify so you can approve the new price. See Users.
Why can’t a colleague see tickets that others see?
Section titled “Why can’t a colleague see tickets that others see?”Access is set per user, and a ticket must pass every part of it. On the colleague’s Access Rights in AdminUsers, check the ticket accounts, the labels, or unlabelled tickets, and the ticket lists. Changes apply when the colleague reloads Replyco. See Users.
Why don’t I see the same menus as my colleague?
Section titled “Why don’t I see the same menus as my colleague?”The sidebar shows only what your user may open. Admin needs the Admin permission, and its Company Settings item and ToolsAI Settings need it in Edit mode; Chats, Cases, Calls and Feedback each need their own permission, and each dashboard and ticket view is switched on per user by an admin in AdminUsers. See The Replyco screen.
What is the difference between blocking and deleting a user?
Section titled “What is the difference between blocking and deleting a user?”Block User ends the user’s sessions at once and stops them from signing in, but keeps them in AdminUsers so you can unblock them later. Deleting removes the user from the list. Block a colleague who may come back; delete one who has left. See Users.
What should I do with the tickets of a colleague who leaves?
Section titled “What should I do with the tickets of a colleague who leaves?”Reassign them before you delete the user: filter a ticket list by their name, select the tickets and assign them to a colleague or leave them unassigned. Then block or delete the user in AdminUsers. See Users.
Data and privacy
Section titled “Data and privacy”How long does Replyco keep our tickets?
Section titled “How long does Replyco keep our tickets?”Every plan has a Historical / Retention Period: tickets that have not changed for longer than that are removed, archived or not. Archived tickets are also deleted after the days shown above TicketsArchive, 14 by default. See Archived tickets.
What happens to our data after we cancel?
Section titled “What happens to our data after we cancel?”Nothing changes until the end date on the Subscription tab of AdminBilling. After it, only the subscription and Help screens open. 45 days after the end date Replyco deletes the company with all tickets and settings, unless you subscribe again. See Billing.