> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://help.ctrlreach.co/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # Settings and Support # I. I can't log in Here are the most common reasons why a connection cannot be established:   * **Incorrect login** : Check your e-mail address and password carefully. Also check that your keyboard is not in “**Caps Lock**” mode.   * **Technical problems**: If the problem persists despite correct login, please ensure that your Internet connection is stable and that you are using the latest version of the Ctrl+Reach application.   If none of these solutions work, contact our team on [**contact@support.ctrlreach.co**](mailto:contact@support.ctrlreach.co) for personalized assistance. --- # II. I've forgotten my password ### __If you are still connected to the app__ If you still have access to your account on the application, you can easily reset your password. * Go to the Settings section of your account, then to the “Account Settings” tab. ![](https://storage.crisp.chat/users/helpdesk/website/-/7/7/c/6/77c66f5e87ea8c00/capture-decran-2026-03-16-a-14_93l0t8.png =397xauto) * Click on the button "Edit", then enter a new password. ![](https://storage.crisp.chat/users/helpdesk/website/-/7/7/c/6/77c66f5e87ea8c00/capture-decran-2026-03-16-a-14_4d9b6m.png =408xauto) ![](https://storage.crisp.chat/users/helpdesk/website/-/7/7/c/6/77c66f5e87ea8c00/capture-decran-2025-07-10-a-14_10kb6vw.png =338xauto) ### If you are not logged in If you are logged out and can't remember your password: * Click on **I forgot my passord** on the login page. * Enter the e-mail address associated with your account, then follow the instructions sent by e-mail. * A reset link will allow you to set a new password.     | ADVICE : Remember to use a password manager so you don't lose your login details in the future! --- # III. Change my email address ### __If you are connected on the app__ * From the screen, access your account from the Ctrl+Reach app or website. Go to **Settings**, on the bottom left, then click on "**Account settings**" ![](https://storage.crisp.chat/users/helpdesk/website/-/7/7/c/6/77c66f5e87ea8c00/capture-decran-2026-03-16-a-14_1a7j8z1.png =377xauto) * Then, in the space provided, enter your new e-mail address. * Don't forget to click on “**Save Changes**” to validate your change.  ![](https://storage.crisp.chat/users/helpdesk/website/-/7/7/c/6/77c66f5e87ea8c00/capture-decran-2026-03-16-a-14_g3w8tz.png =421xauto) A confirmation email may be sent to your new address to verify this change.   ### __If you are not logged in__ If you no longer have access to your account or your old e-mail address, you will need to contact Ctrl+Reach support [**contact@support.ctrlreach.co**](mailto:contact@support.ctrlreach.co)to request an update of your information.   The team will be able to guide you and verify your identity before proceeding with the change. --- # IV. Report a bug If you encounter a bug or technical problem on Ctrl+Reach, it's important to report it quickly so that our team can intervene. Here are the steps to follow:   ### __1. Identify and document the problem__ * **Check first**: Try refreshing the page or reconnecting to your account. Some problems may be temporary. * **Capture the bug**: Take a screenshot or video that clearly shows the problem. This will help us understand the situation. * **Note the details**: Browser or application used and any errors or messages displayed.   ### __2. Report via chat__ **Use the built-in chat:** * Click on the chat icon in the bottom left-hand corner. * Explain the problem and attach your screenshots or videos. --- # V. I can't find a feature If you can't find a feature or document on Ctrl+Reach, here are a few simple steps to guide you:   ### __1. Search the platform__ **Explore the menus:** * Browse the main menu on the left to locate the section you're looking for (e.g. **Mail, Billing**).   ### __2. Consult the FAQ__ * **Why should you?** Our FAQ contains detailed explanations of most functions and practical guides.   ### __3. Contact support__ If you still can't find what you're looking for, our team is here to help: **Via the integrated chat :** * Click the “Settings” icon in the lower-left corner, then click “Chat” * Explain what you're looking for and we'll guide you. **By email**: Send us a description of what you need at [**contact@support.ctrlreach.co**](mailto:contact@support.ctrlreach.co) --- # VI. Adjusting your Instagram ad settings To run a campaign on **Meta** (Facebook & Instagram), your account must **allow advertising**. If, in your Instagram settings, you selected the option to **“pay to see fewer personalized ads”**, you won’t be able to run ads from that account. This restriction is imposed by Meta to respect your privacy preferences. ### __Here’s how to change this setting:__ 1. Open **Instagram** and go to your **Settings**. 2. Tap on **Accounts Center** (at the top). 3. Select **Ad Preferences**. 4. Under the first section **“Without payment for ads”**, select the second option **“Use without payment for ads.”**   ![](https://storage.crisp.chat/users/helpdesk/website/-/7/7/c/6/77c66f5e87ea8c00/capture-decran-2025-11-20-a-13_1h268zy.png =555xauto) 5. Then go back to **Ad Preferences**, this time select the section titled “**Ad Settings**,” choose the “**Ad Experience**” section, and finally select the “**Personalized Ads**” option. ![](https://storage.crisp.chat/users/helpdesk/website/-/7/7/c/6/77c66f5e87ea8c00/capture-decran-2025-11-20-a-13_5gkffj.png =521xauto) Once there options are activated, your account will be allowed to run ads again. You’ll then be able to **launch or relaunch your campaign** on Meta without any issues.   ||| WARNING: You cannot launch a campaign if there settings are not selected.