Getting Help: How to Contact PostToMarket Support
What to include when you contact PostToMarket support so a problem is solved in one exchange: a checklist for reps, a triage guide for managers and the right email address.
A rep tells the internet director, "It's not working." That sentence has never helped anyone. Not working how? For which unit? On which login? Did the listing fail to start, fail halfway, or post and then get rejected by Facebook? The internet director forwards the same sentence to support, support asks five questions, and by the time the answers arrive the unit is two days older and the rep has gone back to posting by hand.
Knowing how to contact PostToMarket support well is mostly about replacing "it's not working" with a short, complete description. This guide covers where to reach the team, what to include, how a manager can triage problems before they escalate, and which issues are really about Facebook's rules rather than the tool. It is written for the person on your floor who ends up owning the answer.
PostToMarket is an independent tool and is not affiliated with, endorsed by or sponsored by Meta. Support can help with PostToMarket; decisions made by Meta about your Facebook account or listings are between you and Meta.
Where to Reach PostToMarket Support
The support address is info@posttomarket.com. You can also reach the team through the contact page. Use one clear channel and keep the thread together instead of sending the same issue to three people.
Who should write in
For a dealership, one person should own communication with support. This is usually the admin or the manager responsible for the posting workflow. That prevents conflicting reports and keeps the history of a problem in one place. Reps and associates should report to that person rather than writing in individually, unless your store decides otherwise.
What to expect from a good exchange
A productive support exchange has three parts: you describe the problem and the context, the team asks a follow-up question or confirms what they see, and you test the suggestion and report back. The more complete the first message, the fewer round trips. You do not need technical language; you need facts.
How to Write a Support Message That Gets Solved Fast
Think of the message as a short incident report. Include the following every time.
The essentials
- Dealership name and the login email that is affected.
- Your role: admin, manager, sales rep or sales associate.
- What you were trying to do: import a file, post a unit, assign to a queue, mark sold.
- What happened instead, in one or two sentences.
- When it happened, including the time and your time zone.
- How often: once, every time or only for certain units.
The specifics that save a round trip
- The VIN or stock number of the affected unit, and its inventory status (draft, posting, posted, sold or failed).
- Whether the unit was imported or added by hand, and whether the import history showed an error for that row.
- Which destination you were posting to: Marketplace, your Facebook profile or a Facebook group.
- Your browser and whether the Chrome extension is signed in with email.
- Whether other users or units are affected.
- Anything you already tried.
What to attach
A screenshot of the exact message on screen is usually more useful than a description of it. If your import produced errors, include the relevant rows from the error log. Do not send passwords, payment card numbers or anything you would not want on a shared screen.
A message template
Dealership: [name]. Login: [email]. Role: [role]. I tried to [action] for the unit with VIN [VIN] on [date and time]. Expected: [what should have happened]. Actual: [what happened]. It has happened [once / every time / only on this unit]. The unit's status is [status]. I already tried [steps]. Screenshot attached.
Triage Before You Contact PostToMarket Support
A manager can solve many problems in a few minutes, and the rest become better support requests for having been triaged.
A five-question triage
- Is it one unit or many? One unit usually points to a data problem. Many units point to something broader.
- Is the data valid? Check VIN, year, make, model, mileage and price. Check the import history's row-level error log.
- Is it a pacing situation? Daily post limits and delays are enforced on the server, so a unit waiting its turn is not necessarily broken. For background, see PostToMarket daily post limits and delays explained.
- Is the extension signed in? Confirm the Chrome extension is signed in with the right email.
- Is it a Facebook notice? If Facebook displayed a message about a listing or the account, that is a policy matter.
Common situations and first moves
| Situation | First thing to check |
|---|---|
| Import row rejected | Row-level error log in import history |
| Unit shows failed | Data validity, then whether the extension is signed in |
| Unit waits and does not post | Daily limits and delays, and queue order |
| Rep cannot see inventory | Role: associates work from an assigned queue |
| Claim stuck in someone's queue | Team queue view, then release the claim |
| Sold unit still showing | Mark sold and archive from inventory or queue |
Know the boundary with Facebook
If Facebook removes a listing, restricts a feature or sends a notice, read the notice and follow its appeal instructions first. PostToMarket support can help you understand your workflow, but cannot override or predict Meta's decisions. When a listing is removed, the practical steps in Facebook Marketplace listing removed: a dealer's appeal and recovery checklist are a good starting point.
Make Your Store Less Dependent on Support
The best support experience is the one you do not need. A few habits reduce tickets:
- Train associates once, properly. Show them the queue, how to remove a unit from their queue and who to tell about a problem.
- Clean data before it posts. Most failed units trace back to a bad field.
- Keep one admin contact and one internal escalation path.
- Write down your own runbook. Two pages: who to call, what to check, what to send.
- Review failed units weekly so recurring causes get fixed at the source.
Billing and account questions
Questions about a plan, a charge or a login should come from the account admin. Include the dealership name and the login email. For an overview of how plans and cancellation work, see PostToMarket billing: trial upgrades and cancellation explained.
Compliance questions
Support can explain how the tool works, but it cannot give legal advice about listing language, financing statements or disclosures. For those, confirm with your own counsel or state regulator.
How PostToMarket Automates This
The features below exist partly so that problems are visible to you before they become support requests.
Visibility into what went wrong
- Import history with a row-level error log shows exactly which rows failed and why.
- Inventory statuses (draft, posting, posted, sold, failed) tell you where each unit stands.
- Team queue view lets managers see and release any claim.
Fewer things that can go wrong
- One vehicle at a time posting through the Chrome extension, with human-like delays and server-enforced daily limits.
- Sign in with email, with no API keys to manage.
- AI-generated titles and descriptions editable before posting, and a Facebook photo picker for choosing listing photos.
- Role-based access (admin, manager, sales rep, sales associate) so people only see and change what they should.
Visibility into the team
- Team analytics by rep and source and a leads inbox for managers.
- Mobile dashboard installable on a phone's home screen.
Get Moving With a Team That Answers
Software is only as good as the help behind it when something unexpected happens on a busy Saturday. Start with a trial, learn the workflow and keep info@posttomarket.com in your admin notes.
The Starter plan is $59 per month for a solo seller with one login. The Dealership plan is $299 per month for up to 13 team logins.
Start your 10-day free trial with secure Stripe checkout. Cancel anytime. When you have a question, write to info@posttomarket.com with the details above, and contacting PostToMarket support will be the shortest part of your day.