Help and support

Contact us

Write to support@ark-agency.app for anything: a question, something that isn't working, help setting up your workspace, billing or your data. It helps to include:

• the name of your workspace and the email you sign in with;
• what you were doing, and what happened instead of what you expected;
• a screenshot, if there's something on screen.

If a scheduled post didn't go out, put "Publishing" in the subject so we see it first.

Ideas and problems

Our feedback board is where we collect ideas and known problems. You can vote for what matters to you and see what we're working on. In the app, it's the light bulb at the bottom of the sidebar.

Connected tools

Every integration is optional and is connected per person from Settings → Integrations (Instagram, Facebook and TikTok are connected per client instead).

Canva

• Connect: Settings → Integrations → Connect Canva, or press Canva under Media on a post. Sign in to Canva and allow access. You come back to where you started.
• Add a design to a post: on the post's Publishing tab, under Media, press Canva, find the design (search by its title), and choose Photos (each page becomes a slide, and you can pick which pages) or Video. The design is added after the slides already there; drag to reorder.
• Disconnect: Settings → Integrations → Disconnect. This withdraws Ark Agency's access in Canva. Designs already added to posts stay.
• "This design uses paid Canva elements": the design has premium elements your Canva account hasn't licensed. Replace them, or export with an account that has them.
• "This design needs approval in Canva": your Canva team requires a design to be approved before it's exported. Get it approved in Canva, then try again.
• Videos take longer to export than photos, sometimes a minute or two.

Ark Agency can only read your designs; it never changes or deletes anything in Canva. See how we use Canva data.

Google Drive

• Add files to a post: under Media on a post, press Drive, choose the photos or videos (My Drive, Shared with me or shared drives), and press Select.
• Nothing opens: your browser may have blocked Google's window. Allow pop-ups for Ark Agency and try again.
• Disconnect: Settings → Integrations → Disconnect, or remove Ark Agency from your Google Account permissions.

Ark Agency can only open the files you pick, nothing else in your Drive.

Google Calendar

Settings → Integrations → Connect Google Calendar. Choose which calendars take part and which one new shoots and meetings go to. If it says the Calendar API is switched off, the card shows the link to switch it on.

Instagram, Facebook and TikTok

A workspace admin connects a client's accounts on the client's Channels tab. Approved posts then go out at their scheduled time. If a connection expires, the channel shows "Needs reconnecting": connect it again from the same tab.

Plans, storage and billing

The Free plan keeps 1 GB of videos, photos and files, each up to 500 MB. Pro keeps 100 GB, with files up to 5 GB. Your workspace's usage is in Settings → Plan & billing. Deleting a post frees its files.

Admins change or cancel the plan in Settings → Plan & billing. See refunds and cancellation and the Terms of Service.

Your data and account

To get a copy of your data, correct it or have it deleted, email support@ark-agency.app. We answer within one month, usually much sooner. You can also delete your account yourself. The Privacy Policy explains what we keep and why.

Security

If you think you've found a security problem, email support@ark-agency.app with "Security" in the subject, and please don't share it publicly until we've fixed it. More on our security page.