Question 1

How do I create an account?

Accepted Answer

Sign up with your email and a password. We email you a link to confirm your address. After you press it, answer four short questions (country and phone, account type, company, what you'll use first) and you're in.

Question 2

I didn't get the confirmation email.

Accepted Answer

Check spam and promotions, and wait a minute. On the “Check your email” page you can send a new link. Links work once and for 3 days.

Question 3

What is the wallet?

Accepted Answer

One balance pays for everything: websites, domains, email marketing, SMS, WhatsApp, social growth and Lead Finder. You fund it once in your currency and each service is charged when you use it. There are no separate SMS or email balances.

Question 4

Is there a monthly subscription?

Accepted Answer

No platform subscription. You pay as you go. Only some things renew: website plans or a custom domain on a website, domains (yearly) and WhatsApp numbers.

Question 5

Which countries do you serve?

Accepted Answer

Everyone, worldwide. Your country sets your wallet currency where we support it (Naira, Pounds, Euro, Cedis, Shillings, Rand, Canadian dollars); everyone else uses US dollars.

Question 6

How do I add money to my wallet?

Accepted Answer

Open Wallet and press Add funds. Enter the amount and choose a payment method: card, bank transfer or USSD through our payment partners, or international cards. Options that are switched on show a green “Instant” label. There are no deposit fees.

Question 7

My payment went through but my wallet didn't update.

Accepted Answer

Card and bank payments are usually instant. If your balance hasn't changed after 10 minutes, email support@socialboostlab.com with the payment reference and the date. We'll match it and credit you.

Question 8

What happens if an order fails?

Accepted Answer

Failed or partly delivered orders are refunded to your wallet automatically, and you get a notification. SMS messages the network refuses are refunded too.

Question 9

Can I change my wallet currency?

Accepted Answer

Yes, in Settings › Billing & currency. Your balance is converted at today's rate (it is never just relabelled), and prices then show in the new currency.

Question 10

Do you charge VAT?

Accepted Answer

When VAT applies, it's shown on every purchase before you pay, either as a separate line or included in the price. Add your VAT/TIN number in Settings › Billing for your receipts.

Question 11

Can I get my unused balance back?

Accepted Answer

Email support@socialboostlab.com from the email on your account. We review refund requests for unused balances under our terms and reply within 2 working days.

Question 12

How do I build a website?

Accepted Answer

Go to Websites › Create a website. Start from a template, a blank page, or describe your business and let the AI builder draft it. Edit text and images in the visual editor, then press Publish.

Question 13

Is the website free?

Accepted Answer

Publishing a static website on a free brandvoya.com link is free. Using your own domain costs ₦3,500 a month (or yearly). Dynamic plans with a store, blog or listings are on the Pricing page and include your own domain.

Question 14

How much does the AI builder cost?

Accepted Answer

It's charged per request from your wallet, at a small price shown before you use it. Editing by hand is free.

Question 15

How do customers pay in my online store?

Accepted Answer

Connect your own Paystack, Flutterwave, Stripe or PayPal account, or accept bank transfer and cash on delivery. Card payments go straight to your account; we take no commission.

Question 16

My domain isn't showing my website yet.

Accepted Answer

New connections usually go live within an hour (sometimes up to 24 hours while DNS spreads). Open the website's Domain page to see what's missing. HTTPS is added automatically once DNS is correct.

Question 17

How do I buy a domain?

Accepted Answer

Domains › Register. Search for a name, choose an ending and pay from your wallet. WHOIS privacy is free, and we set up DNS for your website and email.

Question 18

How do I transfer a domain to Brandvoya?

Accepted Answer

Unlock it at your current registrar and get its transfer (EPP) code. Then open Domains › Transfer in, enter the domain and code, and pay. It adds a year and usually completes in 5 to 7 days.

Question 19

How do I move my domain to another registrar?

Accepted Answer

Open the domain › Transfer & sharing › Request transfer code. We unlock it and give you the code, usually within one working day. Domains less than 60 days old can't be transferred (registry rule).

Question 20

How do I give a domain to another person's account?

Accepted Answer

Open the domain › Transfer & sharing › Move to another Brandvoya account. They accept it under Domains › Incoming. Remove any website and business email from it first.

Question 21

How do I set up Zoho, Google Workspace or Microsoft 365 email on my domain?

Accepted Answer

Open the domain › Email. Pick your provider, follow the numbered steps, paste the verification code they give you, and press Preview changes. We show exactly which records change, then add them when you confirm.

Question 22

How do I add or edit DNS records?

Accepted Answer

Open the domain › Advanced DNS. You can add, edit and delete records (A, AAAA, ALIAS, CNAME, MX, TXT, CAA, SRV, NS), set up redirects, change nameservers, and restore an earlier version if something breaks.

Question 23

How much is business email?

Accepted Answer

Free: up to 5 mailboxes per domain with 1 GB each, plus group addresses like sales@. You only need a domain.

Question 24

Where do I read my email?

Accepted Answer

At brandvoya.com/mail/. You can install it on your phone or computer from the browser menu (“Add to home screen” or “Install”), like an app.

Question 25

Can I use Outlook or the Gmail app?

Accepted Answer

Not yet: our mailboxes work in our webmail, which has no IMAP. If you need desktop mail apps, choose Google Workspace, Microsoft 365 or Zoho in the domain's Email tab.

Question 26

What happens when my mailbox is full?

Accepted Answer

You see a storage bar and get a warning first. When it's full, new mail is refused and the sender is told, so nothing disappears silently. Delete old mail or ask us about more space.

Question 27

I forgot my mailbox password.

Accepted Answer

The person who manages the domain can reset it in Business email › Mailboxes.

Question 28

How much does email marketing cost?

Accepted Answer

You pay per 1,000 emails sent, shown on the Pricing page, and get free emails every day. No contact limits.

Question 29

Why do I need to verify a sending domain?

Accepted Answer

Sending from your own domain, with its DKIM, SPF and DMARC records, keeps your campaigns out of spam. If the domain is registered here, one click adds the records for you.

Question 30

Why was my campaign paused or limited?

Accepted Answer

New senders start with daily limits that grow as you send good mail. High bounce or complaint rates pause sending to protect your reputation. The Email safety notice in your dashboard explains what to fix.

Question 31

How do people unsubscribe?

Accepted Answer

Every campaign has an unsubscribe link. Unsubscribes, hard bounces and complaints are added to your suppression list automatically and never emailed again.

Question 32

What is a sender ID and why do I need one?

Accepted Answer

It's the name your messages come from, like MYBRAND (up to 11 letters or numbers). Nigerian networks require approved sender IDs. Request one under SMS › Sender IDs; approval is done by the networks and can take a few working days.

Question 33

How is SMS priced?

Accepted Answer

Per SMS page per recipient: 160 characters (or 70 with emojis or some special characters). The price per country is on the Pricing page, and you see the total before sending.

Question 34

Why wasn't my message delivered?

Accepted Answer

Common reasons: the number is on Do-Not-Disturb, it's switched off or wrong, or the sender ID isn't approved for that network yet. Delivery reports show the reason. Messages the network refused are refunded.

Question 35

Can I send SMS from my own app?

Accepted Answer

Yes. Create a key in Settings › API keys and use the SMS API shown on that page.

Question 36

Is WhatsApp available on my account?

Accepted Answer

We're switching accounts on in stages while the official WhatsApp Business setup completes. Email support@socialboostlab.com if you'd like early access.

Question 37

Can I message anyone on WhatsApp?

Accepted Answer

Only people who agreed to hear from you, using templates approved by WhatsApp. Customers who reply open a 24-hour window for normal chat.

Question 38

How long until my order starts?

Accepted Answer

Each service shows its expected start time and speed before you buy. Most start within minutes to a few hours.

Question 39

Why did my followers or likes drop?

Accepted Answer

Platforms remove some engagement over time. Each service shows its drop risk and refill cover before you buy. If a service has a refill, use the Refill button on the order while it's covered.

Question 40

Can I cancel an order?

Accepted Answer

If the service allows it, a Cancel button shows on the order while it's still running. Anything not delivered is refunded to your wallet.

Question 41

Do you need my password?

Accepted Answer

Never. We only need the public link or username. Your account must be public while the order runs.

Question 42

Can I resell your services?

Accepted Answer

Yes. Create an API key in Settings › API keys and use the reseller API (standard SMM panel format).

Question 43

How does Lead Finder charge?

Accepted Answer

You set a budget for each search. We hold it from your wallet, charge the actual search cost plus our fee when it finishes, and return the rest straight away.

Question 44

Where does the data come from?

Accepted Answer

Publicly available business information: business listings, company websites and public profiles. Each detail shows its source.

Question 45

Can I download my leads?

Accepted Answer

Yes, as CSV or Excel, or add them to an email list in one click.

Question 46

How do I reset my password?

Accepted Answer

On the login page press Forgot password. We email you a 6-digit code that works for 10 minutes.

Question 47

How do I turn on two-step sign-in?

Accepted Answer

Settings › Security › Turn on two-step sign-in. Scan the QR code with an authenticator app (Google Authenticator, Microsoft Authenticator, 1Password, Authy) and save your backup codes.

Question 48

I lost my phone with the authenticator app.

Accepted Answer

Log in with one of your backup codes, then set up two-step sign-in again. No backup codes? Email support@socialboostlab.com from your account's email address and we'll verify it's you.

Question 49

How do I see where I'm signed in?

Accepted Answer

Settings › Security lists your devices and recent sign-ins. You can sign out all other devices.

Question 50

How do I download or delete my data?

Accepted Answer

Settings › Privacy & data: download everything we hold as one file, or close your account.

Question 51

Where do I get an API key?

Accepted Answer

Settings › API keys › Create key. Copy it straight away: for your security it isn't shown again.

Question 52

What can the API do?

Accepted Answer

The reseller API (POST /api/v2) lists services, places and tracks social growth orders, requests refills and cancellations, and shows your balance. The SMS API sends texts and returns delivery status.

Question 53

My key stopped working.

Accepted Answer

Keys stop when they're revoked, or if the account is closed. Create a new one in Settings › API keys. The limit is 120 requests a minute per key.

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