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32 answers in 8 topics
Getting started
How do I sign in?
With your Google account — there are no passwords to manage. On your first sign-in you name your agency, add a logo and choose a plan; then you add your first client company and connect its accounts.
Is there a free trial?
No. Choose a plan and pay securely through Paddle. Our refund policy gives you 14 days after the first payment to change your mind, for any reason.
Can I try it before paying?
Yes. The interactive demo opens a sample agency with sample data — no login, nothing to connect. Schedule, approve, reply and explore; the copy resets within 24 hours.
How do I add a client company?
From Companies choose New company: name, logo, brand colour and timezone. Then open its Accounts page to connect the social accounts it publishes to.
Companies and connected accounts
What counts as a company?
A separate client or brand workspace with its own calendar, connected accounts, approvals and conversations. Your agency can hold as many companies as your plan allows.
What counts as a connected account?
One linked social profile or page. An Instagram account and a Facebook Page count as two accounts.
How do I connect a social account?
Open the company's Accounts page, choose Connect account and pick the platform. You authorize it on the platform's own sign-in, then pick the Page, organization, board or location when the platform asks. Your passwords never go through Publishly.
Why does an account show "Reconnect"?
The platform's authorization expired or was revoked — for example after a password change or a permissions change on the platform. Open Accounts and choose Reconnect. Posts scheduled to that account cannot publish until it is reconnected.
Which platforms can I publish to?
Instagram, Facebook, TikTok, LinkedIn, X, YouTube, Threads, Pinterest and Google Business Profile, with WhatsApp and Telegram in the inbox. Available formats and publishing features vary by platform and account type; Publishly shows what each platform allows before you post.
Can I connect accounts used in another tool?
Yes. Connect your existing social accounts through the supported authorization flow. Posts, media or history from another tool are not migrated automatically.
Content and approvals
Can I customize each platform's post?
Yes. Write one caption, then adjust the text, first comment and supported platform-specific options per platform inside the same composer, with a preview for each.
How do approvals work?
Your team reviews content internally first. When client approval is required, the client reviews through a share link. Only approved content can be scheduled.
Do clients need an account?
No. Clients review and approve through a secure share link — on any device, no signup or login.
What happens when I edit an approved post?
Editing the caption, media, target accounts or format creates a new version and sends the post back to internal review. Changing only the date or time keeps the approval.
Can clients edit content?
No. Clients approve, request changes with a note, or reject. Their notes appear on the post for your team, and the client sees an "Updated — awaiting your review" card once you resend.
How long does a review link last?
You choose 7, 14 or 30 days when you create it, and you can revoke it any time from the calendar. Expired or revoked links show a clear message instead of the plan.
Publishing
What does Schedule all do?
It schedules every approved post in the visible range in one action and shows a result per post and per platform. Failures come with the reason, and you retry only the targets that need attention.
What if one platform fails?
You see the result for each target account. If Instagram fails but Facebook succeeds, the post is marked partially published with the reason, and you can fix and retry only the affected target.
Can I move a scheduled post?
Yes — drag it on the calendar or use Edit date from the post drawer. If it was already scheduled, Publishly reschedules it on the platform. Posts that are publishing or published cannot be moved.
Can I cancel a scheduled post?
Yes, from the post drawer, at any time before it starts publishing.
Inbox
Which conversations appear in the inbox?
Messages and comments from the company's connected accounts, wherever the platform's API allows it. They are read live from the platforms and never stored by Publishly. Each platform's coverage is listed on the platforms page.
Can I hand a conversation to a teammate?
Yes. Assign it, mark it done or unread, answer with saved replies, and mark it as a lead so it shows up in the company's Leads.
Team and access
Can I restrict team access by company?
Yes. Admins can give a member access to all companies or only selected ones, within the permissions available on your plan.
What can each role do?
Admin: everything, including billing, team, companies and connected accounts. Gatekeeper: approve or reject posts and publish approved ones, plus everything a member can do. Member: create drafts, send them for review, reply in the inbox and view analytics.
How do I invite a teammate?
Team → Invite: enter their email, choose a role and, if you like, the companies they can see. They sign in with Google using that email and land in your agency. Seats are counted per plan.
Billing
How is billing handled?
Payments are handled through Paddle, our payment partner, which issues invoices and applies local taxes. Manage, change or cancel your subscription from Billing.
How do I change or cancel my plan?
From Billing. Upgrades apply immediately and are prorated by Paddle; downgrades apply at the next renewal. Cancel from Manage subscription — you keep access until the end of the period you paid for.
What happens when I reach a plan limit?
Adding a company, connected account or team member beyond your plan is blocked with an upgrade prompt — nothing breaks. Add-ons: an extra connected account is $6/month on any plan, and an extra company is $25/month (including 3 accounts) on Agency Plus.
Can I get a refund?
Yes — within 14 days of your first payment, for any reason, no questions asked. Renewal payments after those 14 days are not refunded, but you can cancel any time.
Account and data
Where are media and messages stored?
Media and social conversations are handled through the connected publishing provider. Publishly stores workflow metadata — your calendar, approvals and settings.
Who can see my clients' data?
Only members of your agency, and only the companies they were given access to. Publishly never stores social passwords or access tokens, and media files never sit on Publishly's own servers.
How do I delete my agency?
Email hello@publishly.now from the Google account you sign in with and we delete the agency workspace — companies, calendars, approvals and links. Posts already published stay on the platforms.