Help
Help and support
Something not working? Email [email protected]. Learning the product? Start with the guides.
The three things people ask most
“A brand returned no ads”
Most often the brand genuinely is not advertising on that network, which is itself useful information. Before concluding that, try searching the website domain rather than the brand name — it is more precise for brands with common words in their name or several trading entities — and use Cross-Platform Search rather than one network.
“I can’t find a competitor’s spend or ROAS”
Those numbers are not public anywhere, for any tool. What you can see is how long each ad has been running, which is the strongest available proxy — see how to tell if a competitor’s ad is working.
“My keyword search shows no Google results”
Expected. Google’s data is indexed by advertiser, not by search term, so keyword searches run across Meta and TikTok only. Google is searchable by brand or domain.
Contact us
Email [email protected]. To get a useful answer first time, include the brand you searched, the tool you used, and what you expected to see.
Learn the product
The guides are short and task-shaped — one question each. The product reference lists every tool, limit and plan in one page.
Policies
Frequently asked questions
- How do I contact SOCIALFUEL support?
- Email [email protected]. Include the brand you were searching and what you expected to see, and you will get a reply from a person.
- Why did my search return no ads for a brand?
- Usually the brand genuinely is not advertising on that platform, or it advertises under a different trading name. Try searching the website domain instead of the brand name, and try Cross-Platform Search rather than a single network.
- Why can’t I search Google by keyword?
- Google’s ad transparency data is indexed by advertiser rather than by search term, so keyword lookups are not possible against it. Keyword searches cover Meta and TikTok; Google can be searched by brand or domain.
- I have hit my monthly limit. What happens now?
- Allowances reset each month. If you are hitting the ceiling regularly, Pro removes the search cap entirely and raises decodes to 200 a month.
- How do I cancel my subscription?
- Cancel from the billing section of your account at any time. Your plan stays active until the end of the period you have already paid for.
- Do you offer refunds?
- Email [email protected] and explain what happened. Refund requests are handled case by case by a person, not a policy bot.
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