One inbox, read by a human. Expect a reply within a couple of working days.
Paste the link and roughly when you ran it. Downloads break most often on Instagram Reels (beta, public posts only) — we can usually tell you whether it's the post or us.
Include the email on the account. Credits are only meant to be charged on a report you can read, so tell us if one went missing.
Send the link plus what you expected the shots or hook breakdown to say. This is the feedback that actually moves the analysis quality.
Especially which platforms or video lengths you keep hitting a wall on.
Say what you're planning and the rough volume.
General "how do credits work / can I cancel / which platforms" questions are answered on the FAQ — you'll get an answer faster there than from the inbox.