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 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.

• Click on the button "Edit", then enter a new password.

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.

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"

• Then, in the space provided, enter your new e-mail address.
• Don't forget to click on “Save Changes” to validate your change.

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.coto 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

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.”

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.

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.

Updated on: 12/08/2026