stayreel-legal

Support Guide

StayReel
Effective Date: March 25, 2026

1. Start Here

If something is not working, most issues can be fixed with one of these steps:

  1. Fully close and reopen StayReel.
  2. Make sure you are connected to the internet.
  3. Update StayReel to the latest version.
  4. If the issue involves Instagram, open Instagram directly on your phone first and confirm your account is fully logged in.
  5. Try the action again once.

If the problem is related to rate limits or Instagram security checks, repeatedly retrying usually makes it worse. In those cases, wait first.

2. Account and Sign-In

Problem: I got signed out of StayReel

This is your StayReel account session, not your Instagram account.

Fix

  1. Open StayReel.
  2. Sign in again using your email.
  3. Your saved data should still be there after you log back in.

Problem: I cannot access my StayReel account

Fix

  1. Make sure you are using the same email address you originally used.
  2. Check your email inbox and spam folder for sign-in messages.
  3. Try signing in again after a few minutes.

3. Connecting Instagram

Problem: Instagram will not connect

Fix

  1. Open Instagram on your phone.
  2. Make sure you are fully logged in.
  3. Return to StayReel and reconnect your Instagram account.
  4. When connecting, log in all the way to your Instagram home feed before tapping Connect.

Problem: “Session expired” or “Invalid session”

Fix

  1. In StayReel, go to Settings → Disconnect Instagram.
  2. Open Instagram on your phone and log in normally.
  3. Return to StayReel and reconnect your account.
  4. If needed, scroll Instagram briefly before tapping Connect again.

Problem: Instagram asks for verification or shows a challenge

This is an Instagram security check.

Fix

  1. Open the Instagram app directly.
  2. Complete any security prompt, code check, or “Was this you?” verification.
  3. Wait about 15 minutes.
  4. Return to StayReel and reconnect Instagram.

Problem: I disconnected Instagram by mistake

Fix

  1. Go to Settings.
  2. Reconnect your Instagram account.
  3. Your snapshot history should remain available unless you deleted your StayReel data.

4. Snapshots and Refreshes

Problem: My snapshot will not start

Fix

  1. Confirm your Instagram account is still connected.
  2. Confirm you can open Instagram normally on your phone.
  3. Close and reopen StayReel.
  4. Try again once.

Problem: I see “Rate limited” or “Too many requests”

Instagram has temporarily slowed access to your account.

Fix

  1. Stop retrying.
  2. Wait between 1 and 6 hours.
  3. Try again later.

Problem: A refresh is taking a long time

Large accounts can take longer to process.

Fix

  1. Keep the app open if possible.
  2. Give the refresh time to finish.
  3. If it fails, wait a few minutes before trying again.

Problem: My follower numbers do not look perfectly real-time

StayReel works from snapshots captured at specific times.

What to expect

5. Lists, Locked Features, and Pro Access

Problem: I can take snapshots, but some lists are locked

This is expected on the Free plan.

What to know

Fix

  1. Go to Settings → Upgrade to Pro if you want access.
  2. If you already purchased Pro, use Settings → Restore Purchases.

6. Subscriptions and Purchases

Problem: I paid, but Pro is not showing up

Fix

  1. Open StayReel.
  2. Go to Settings → Restore Purchases.
  3. Make sure you are signed into the same Apple ID or app-store account used for the purchase.
  4. Close and reopen the app after restoring if needed.

Problem: I want to manage or cancel my subscription

Fix

  1. Open Settings.
  2. Tap Manage subscription if available.
  3. Or tap Cancel subscription, which opens your app-store subscription settings.
  4. You can also manage subscriptions directly in your Apple App Store account settings.

Problem: I restored purchases but still do not have Pro

Fix

  1. Confirm the purchase was made using the same store account.
  2. Confirm the subscription is still active and was not refunded, cancelled, or expired.
  3. Reopen the app and check again.

7. Notifications

Problem: I am not receiving notifications

Fix

  1. Make sure notifications are allowed for StayReel in your phone settings.
  2. In StayReel, open Settings and verify your notification toggles are enabled.
  3. If you recently changed notification permissions, close and reopen the app.
  4. Take another snapshot and wait for the next eligible notification event.

Problem: I turned notifications off and want them back

Fix

  1. Open your phone’s Settings app.
  2. Find StayReel.
  3. Re-enable notifications.
  4. Reopen StayReel.

8. Referral Codes and Profile Settings

Problem: I skipped my referral code and want to add it later

Fix

  1. Open Settings.
  2. Tap Enter referral code if that option appears.
  3. Submit the code there.

Problem: I want to change my school

Fix

  1. Open Settings.
  2. Tap School.
  3. Select your current school.

9. Privacy and Data Controls

Problem: I want to disconnect Instagram without deleting everything

Fix

  1. Go to Settings → Disconnect Instagram.
  2. This removes the active Instagram connection while keeping your StayReel account and saved history.

Problem: I want all of my data deleted

Fix

  1. Go to Settings → Delete all my data.
  2. Confirm the deletion.
  3. This permanently removes your account data, snapshots, and related records.

Problem: I only want to sign out

Fix

  1. Go to Settings → Sign out.
  2. Signing out does not delete your saved data.

10. App Performance Problems

Problem: The app feels stuck, blank, or slow

Fix

  1. Fully close and reopen StayReel.
  2. Make sure your internet connection is stable.
  3. Update to the latest app version.
  4. Restart your phone if the issue continues.
  5. Try again later if Instagram or app services may be temporarily slow.

Problem: I hit an unexpected error

Fix

  1. Wait a few minutes.
  2. Reopen the app.
  3. Retry the action once.
  4. If the issue keeps happening, gather details before contacting support:
    • what you tapped
    • the exact error message
    • whether the issue happened during sign-in, Instagram connection, snapshot capture, or purchase restore

11. What Usually Does Not Help

These steps usually do not fix account-related issues and can make troubleshooting harder:

12. If You Still Need Help

Most issues can be solved using the steps above. If not, contact support at:

mahranandrew@gmail.com

To get help faster, include: