Frequently Asked Questions

Frequently Asked Questions - SALES/SIGNUP

1. Plans & Payment

We offer Start-Up, Business, Corporate and Enterprise, which are fully customizable to your needs. For more information on what our plans offer, please head over to our Plans page. We also offer a 10% discount for annual payments. Contact sarah@coframeapp.com to discuss these options.

We’re so glad you want to join us! Please email us at sarah@coframeapp.com for assistance - one of our team members will gladly walk you through the process.

Only user with the Master Admin or Billing roles can change payment information. If you are the Master Admin, go to your Account Settings (located underneath your avatar on the top right), and click to the Billing to update. If you have any problems, please email us at billing@coframeapp.com or use the contact us form.

That’s great! If you go to your Account Settings, you’ll be able to upgrade your account in the Billing. Please note that you will be charged the new rate immediately. If you need assistance, please email billing@coframeapp.com.

There are limitations to certain plans - if you are going from Corporate to Business for example, you will need to reduce the amount of Master Admins, brands, social outlets and tags in order to downgrade. Remember, you can archive your information, so make sure to do so before you start removing. If you need further assistance, please email us at support@coframeapp.com or use the contact us form.

Yes! If your business or organization has created a successful campaign using CoFrame, we’d love to feature your story. Email us at sarah@coframeapp.com with a short summary of your campaign, any outstanding results, photos or videos and we’ll work with you to showcase your campaign on CoFrame!

Nope, the Billing user will not count against your plan’s user limits. We recognize that sometimes, the finance manager simply wants access to view and update billing and payment information, so you will be able to designate a user with the “Billing” role who has access to just that.To do that, go to your Account Settings and master permission. From there you can assign the Billing role and add another Master Admin.

Yes! We are open to white labeling your account to better serve your needs. A team member from CoFrame will be happy to help get you started. Email us at sarah@coframeapp.com so we can better assist you with this process.

2. Sign-Up & Free Trial

It’s easy! Head over here to our Sign-Up to select your plan, submit your information and payment details. We’ll then send a welcome email to your inbox with helpful tips to get you started. If you have any issues with signing up, please email support@coframeapp.com and if you have any issues with your payment, please email billing@coframeapp.com.

To get started with a 14-day free trial, sign up for the Start-Up plan. We’re confident you’ll love us, so you won’t have to input your payment information until your free trial is up. We’ll send you a reminder email to let you know when you have a week left, as you’ll need to input your payment info before your trial is over, otherwise you’ll lose access to your calendars, approvals and information!

Please check your spam folder - sometimes websites and email addresses get filtered into spam, junk or trash folders, so make sure to add www.coframeapp.com to your email’s safe list. If you’re still not receiving emails from us, contact us at support@coframeapp.com so we can help!

Your username is the email you signed up with - if you don’t remember which email account is associated with your CoFrame account, please email us at support@coframeapp.com with the name of the account and your user name.

If you’ve forgotten your password, click the “Forgot Your Password” link when signing in and we’ll send you an email with a link to reset your password.

Frequently Asked Questions - CUSTOMER SUPPORT

Based on your plan we offer different levels of support. While we are always available via support@coframeapp.com and the contact us form, we also offer priority support to business plans and the option for complete onboarding support.

1. Functionality - Goes In Help Center

Only the Master Admin can add a brand to an account. If you are a Master Admin, click the “Add a Brand” button on the top left of your Overview page. Remember, there are limits to how many brands you can add, according to your plan.

Once in your Brand Dashboard, click “Create Post” on your side navigation panel. You’ll be able to upload images, videos and copy for your social posts, while also slating it for a specific date and setting approvers.

We’ve created a phased approvals system that allows you to submit your content in stages. In Phase 1, you can send a preliminary version of your work to your team members and discuss edits before sending it onto the next phase.

No approver in a later phase will see the early iterations of content or discussions from previous phases.

When you Slate a Post, you are selecting the date you want the post to go live on your social outlet. This does not mean the post will automatically go live on your social outlet - you will need to actually click Schedule in order for the post to go live. This is so your Approvers can see when you want to post your content, but you have the opportunity to make edits without any risk of your content going live before it’s ready.

Yes, you can. However, there will be a record that you posted content without receiving all approvals, so be absolutely sure you are able to post content.

Yes! There are several ways to do this. You can edit your post and re-schedule it in the Edit page, or you can go to the Calendar and edit from any view (Day, Week or Month). On Day view, just click the little pencil next to the date to edit, and on Week or Month, just click the post to drag and drop to a new date and time.

Yes! You’ll be able to undo your scheduled post on your Approvals page, as long as it is before the slated date and time.

Yes, you can! You can take back your approval with the Undo link located directly beneath the post’s Approval button.

You have two options: you can use the search function by clicking the magnifying glass at the top right, and typing anything you want to search or you can use the filter button right next to it to filter by Post Status, Social Outlet or Tag.

Assembly is a wonderful feature we have that allows you to create content with your team while having a live discussion. While the Create Post function is there so you can craft and prepare your social narrative, we know there are times that you need to create social content on the fly. With Assembly, you can invite team members to join you in the creation process, with live chat, video and voice calling, so you can get approvals quickly and post live immediately.

Yes! All of your content is saved in our database. You’ll be able to go back to previous months and years in the Calendar section to see old posts. If you want to look back on a certain campaign or specific post, you can also head to the Archive section and pull content to export and print there.

If your reminders are not disappearing even after you’ve completed the requested action (ie. approved a post), email us at support@coframeapp.com or use the form below, with a link to the specific post related to the reminder.

2. Accounts and Roles

The Master Admin is the owner of the entire account, and has full control over all the brands within the account. The Master Admin can also handle billing, users and all content.The Manager has all control of a certain brand, and can handle users and all content of the specific brand, but will not be able to manage billing and other brands.

A Creator will be able to create any post, set dates and send to Approvers. Approvers will then see the posts as the Creator intends and be able to leave edit requests and submit approvals. Creators will then be able to schedule and post live.

That’s easy! Just head to your Settings page, found on your left nav panel once you’re in your Brand Dashboard. You’ll be able to change everything from your Logo, Social Outlets, Users and Tags here.

Yes, you can. You will still have just one log-in (your email address) but you will be able to switch between accounts by click on the account name at the top right, next to your avatar.

Easy! The arrow at the top of the page is a navigation button that will allow you to switch between any brand in your account at any time. You could also go to your Overview page and click through to a different Brand Dashboard from there.

3. Connectivity

We allow images in the following formats: [JPG,PNG,GIF,JPEG] which must be under [PLEASE ENTER SIZE LIMIT]. If your image is in this format and still won’t upload, please email us at support@coframeapp.com or use the form below.

Do you have admin access to the Facebook page you are trying to connect? If not, please ask someone with admin access to the page to log-in and connect the page to the account. If you do have admin access and are still having trouble, please email us at support@coframeapp.com or use the form below.

You will be able to slate and schedule your Instagram posts and see them on your Calendar, giving you a full picture of your social story, but as Instagram doesn’t allow external apps to schedule content, it will not automatically post live for you. But, we will send you a notification when it is time for your post to go live on Instagram so you can connect and post the finalized and approved content to your Instagram page.