Support
How can we help?
Whether it's a question about your account, a feature you can't find, or something that doesn't look right — we're here. Real humans, real answers.
Send us a message
We read every message and respond within one business day.
Email us directly
Prefer email? Write to us anytime — we respond within one business day.
Chat with Cleo
Already have an account? Cleo can help with most questions directly in the conversation.
Response times
General questions
Within 24 hours
Account & billing
Within 12 hours
Critical issues
Within 4 hours
Business hours: Monday–Friday, 9am–6pm AEST. We monitor critical issues outside business hours.
Common questions
Quick answers
Most questions fall into a few categories. If yours isn't here, use the form above or email us and we'll get back to you quickly.
Getting started
How do I get started with Cleo?
Sign up for a free account, paste your website URL, and Cleo will scan your business and start building your marketing profile. The whole onboarding takes about five minutes.
What happens during the website scan?
Cleo reads your public website to understand your brand, products, positioning, and visual identity. Nothing is modified on your site — it's read-only. The insights feed into your marketing strategy.
Can I skip the website scan?
Yes. If you don't have a website yet or prefer to start from scratch, you can skip the scan and tell Cleo about your business directly in the conversation.
Billing & plans
Is there a free plan?
Yes. The free plan includes 10 messages per month, 3 content pieces, and view-only documents. It's enough to experience how Cleo works before committing.
How do I upgrade or downgrade my plan?
Go to Settings > Billing in the app. Changes take effect at your next billing cycle. Downgrades retain access until the current period ends.
What's your refund policy?
We offer a full refund within the first 14 days of a new subscription. After that, you can cancel anytime and retain access until the end of your billing period.
How does usage metering work?
Each plan has defined limits for messages, content pieces, email sends, and other features. You'll see a usage indicator in Settings, and Cleo warns you as you approach limits.
Integrations & connections
Which platforms does Cleo integrate with?
Cleo connects to Meta (Facebook & Instagram), Google Analytics, Google Search Console, Shopify, WordPress, Ghost, Webflow, LinkedIn, Slack, and more. Check the Channels page in the app for the full list.
My integration shows "Disconnected" — what do I do?
OAuth tokens expire periodically. Go to Channels, click the disconnected integration, and click "Reconnect". It takes a few seconds. If the problem persists, email us.
Can Cleo post to my social accounts?
Yes. Once you connect your Meta, LinkedIn, TikTok, or Pinterest accounts, Cleo can publish directly or schedule posts for later.
Security & privacy
Is my data safe?
Yes. All data is encrypted at rest (AES-256) and in transit (TLS 1.2+). Integration tokens receive additional application-level encryption. Every database query is scoped to your organisation via row-level security.
Does Cleo use my data to train AI models?
No. We use OpenAI and Anthropic's API, which does not use API data for model training. Your business data stays yours. See our Privacy Policy for full details.
How do I export or delete my data?
You can export all your data as JSON or CSV from Settings at any time. To delete your account and all data permanently, visit Settings > Account or see our Data Deletion page.
Features & usage
Can Cleo manage my ad campaigns?
Yes. On Pro and Business plans, Cleo can create, manage, and optimise Meta Ads campaigns — including audience targeting, budget management, creative generation, and performance analysis.
How does the email marketing work?
Cleo has a full built-in email system. You can manage contacts, create templates, build campaigns, set up automations, and send — all without leaving the platform. No external email tool needed.
Does Cleo work for my industry?
Cleo works for any business that markets online. It's especially strong for small-to-medium businesses, agencies, e-commerce brands, and professional services. The AI adapts its strategy to your specific industry and audience.
Still have questions?
We're a small team and we read every email. Don't hesitate to reach out — no question is too small.