Stellation Media x Fanbase IntelReviews of stellationmedia.com

Response from Stellation Media x Fanbase IntelFeb 18, 2020

Hi Athanasios, We reported your previous review because it was not a review, it was a statement from our FAQ page and Trustpilot also deemed it was invalid. Our customer service team and account managers operate 7 days a week now and all emails are answered within 24 hours. If your account has been deactivated, simply contact your account manager and they will fix the issue. We released a huge algorithm update and some accounts need to reconnect to the dashboard and it's a super quick fix. Our billing occurs every 30 days and is a recurring subscription. This stated on every page of our website, pricing page, faqs, terms of service, invoice, etc If you do not wish to be charged again, you can cancel your subscription using the link below or contacting your dedicated account manager. Please use the email address you used during the checkout process if you forgot your password you can simply request a new one. If you are having any problems, contact your account manager and they will help you out. www.stellationmedia.com/instagram-login

Response from Stellation Media x Fanbase IntelFeb 18, 2020

Hi Jackie, Account Manager: We have recently just extended our customer service to operate 7 days a week. All emails will be answered within 24 hours. We have a manager that also makes sure of this as well. Please make sure you are reaching out to the proper email address. Service Not Working: On January 29th we did have some downtime due to an API update, the issue has been fixed. Our service was never down for 6 weeks. It was down for 10 days. Charged Again As a client, you have full control over your billing and payments. You can cancel your subscription via your dashboard and once you do, you will also receive a confirmation email. If you are unable to do it via your billing dashboard, you can also contact your account manager and they will do it for you and you will also receive a confirmation email. If you cancelled your subscription you would never get billed again. Please contact your account manager regarding your recent charge and they will make sure all matters are taken care of. Thanks!

Response from Stellation Media x Fanbase IntelFeb 10, 2020

Hi Mary, If your account got compromised please contact your account manager so they can provide you with a link to contact Instagram's support to solve this issue. Sometimes Instagrams AI compromises accounts temporarily and when contacting them you just need to verify your identity and ownership of the account and you'll be all set. You must make sure the following 5 points below are in check for your Instagram account to have our service operate smoothly. My account is at least 30 days old I have access to the email address and phone number associated with the account I don't use third-party tools for this account My account is linked to my Facebook account Make sure that the content of your account does not violate the rules of work in Instagram Second, please understand that our service is not always 100% operational. We use an independent Instagram API so when Instagram makes major updates or has glitches/bugs on their own application it sometimes affects our service for a couple of hours sometimes even a couple of days depending on how long it takes to fix. If you used previous automation tools, bought fake likes, followers or have a "bad trust score" with Instagram, this can cause account connection issues with third parties. If you are unable to connect your account, you will be refunded in full. Your accounts trust score. Based on how active you are on a daily basis and your past use of fake likes,followers & growth hacking services Instagram puts a "trust score" on your account. Verified accounts, never have problems with automation services because Instagram placed a high trust score. An account that has been inactive for months then is very active all the sudden can raise red flags. At the end of the day, we never had any problems with our client's accounts, as long as you follow our guidelines you're all set. We just wanted to be transparent and set expectations in case a problem arises. Terms of service www.stellationmedia.com/terms-of-service

Response from Stellation Media x Fanbase IntelFeb 10, 2020

Hi Athanasios, Please note that our service is billed every 30 days. This is outlined in our FAQ, pricing page, terms of service, checkout page, invoice and many other places on our website. If you wish to cancel, you can cancel through your back office or by reaching out to your dedicated account manager.

Response from Stellation Media x Fanbase IntelFeb 4, 2020

Hi Dohn Joe, First, we do not have any paying customers in our system under this name so I am unsure if this is a competitor or not. I will report this review due to the name that is used as an alias. Regarding your complaint though so other potential clients can know why the results were so low. So how do you get better results or why were your results so low? Well, once you choose the best targeting the ball is now in your court! I am unsure of the targeting you chose or your conversations with your account manager due to the name you listed the review under. If the targeting you chose had fake followers, bad engagement, etc this will not produce quality traffic to your Instagram page. At the end of the day, our job is being done once we engage with stories, I know that's not what you want to hear but it's the honest truth. Engaging with stories leads to a profile visit, a profile visit can lead to a potential follower, like, comment, website visit, etc. Look at it like this, if you ran a Facebook or Instagram ad and did not get good results, are you going to blame Facebook, no, you are going to blame your ad, product, service, website, marketing team, etc. This is the way our service works, I'll break it down as simple as possible & give you some tips on how to improve your results. 1) We engage with stories by engaging with accounts who posted story stickers. 2) People out of curiosity will click your username to check out your profile, this is a profile visit. 3) We will send A LOT of profile visits to you on a day to day basis 4) These profile visits then convert into a new follower, comments, direct message, picture likes, website clicks etc. -- Suggestions to increase your "FBR" (follow back rate / new follower) 1) Have an AMAZING profile picture that makes people want to click your profile. a) Logo: make sure it's colorful, different, catchy b) Picture: make sure it's a close-up, cool, edgy & unique c) Be different & unique. Your profile picture is the first step to converting someone to a new fan! 2) Interesting bio w/emoji's (google for more information) 3) Story highlights w/professional cover photos (google for more information) 4) Amazing content. a) Professional photos, videos & quotes b) Overall color theme c) Provide value d) How are you going to separate yourself from the millions of other pages in your niche? I hope this helps you out for any future growth you have! -Stellation Media Team

Response from Stellation Media x Fanbase IntelFeb 4, 2020

Hi Karina, Can you please contact your account manager so they can help you with the issue you had that made you feel this way? We'd love to resolve this issue for you. Best

Response from Stellation Media x Fanbase IntelJan 31, 2020

Hi Sam, Our service has been working just fine and has been providing amazing results for our clients for the last couple of months. If it has not worked for the last 3 months, we would not be selling our service. Last Thursday 1/23 Instagram released a huge API update and our development team has been working hard behind the scenes to implement a new safe algorithm for our clients. Instagram has crashed 4 times since the release of the API update and when this happens, it causes API throttle requests on our service. We have stable algorithms working, however, when the Instagram application has bugs and crashes, it causes problems with our service. Once Instagram is stable, our service is back up and running. I understand as a client you want a service that is 100% smooth, 24/7/365 however when these updates occur, there will always be some downtime while our development team updates the algorithm, it's so much more complex then one might think if you are not familiar with it. For our clients that have been with us for the last couple of months, we had a similar situation in October and it was fixed in 5-7 days. Then everything was back to normal. Unforatully, there is nothing we can do about these API updates and Instagram crashes. We don't own Instagram or have any affiliation with them. Our customer service team works around the clock and answers all emails in a timely manner. I have spoken to you on a different platform and requested that you reach out to your account manager so they can process a refund for your last month's payment. Any other questions, please reach out to your account manager. Have a great day!