Help & support

Getting started

What do I need?

An Instagram professional account (Business or Creator), and an iPhone or a web browser: Zipper also works on the web at usezipper.app/app. Switching a personal account to a free professional account takes a minute in Instagram: Settings → Account type and tools.

How do I sign in?

Enter your business email and we'll email you a 6-digit code. Type it into Zipper; it works on any device, wherever you open the email. There's no password. Only the newest code works, for one hour. If it doesn't arrive, check spam or promotions.

Why don't I see all my old messages?

Instagram lets apps load the most recent messages of each chat, from the period you choose (7 or 30 days). Everything new arrives as it happens.

AI

What does the AI do with my chats?

If the owner allows it, Zipper sends Anthropic (the Claude AI model) the last 30 messages of each chat with their times, your notes about that customer, the order and payment details recorded for it, and your business name, notes and product list. The AI uses them to write summaries, find orders and dates, suggest stages and draft replies. Hidden chats are never sent. Anthropic doesn't train its models on this data. Nothing is sent to your customers unless you tap send.

How do I turn AI on or off?

In Zipper, open Settings → AI. Only the owner can turn AI on or off. When it's off, no chat text is sent to Anthropic.

Plans and billing

How much is it?

Zipper has a free plan you can keep as long as you like: one person, the board, chats, replies and saved replies, customer notes, orders and payment requests, the Today screen, the weekly summary, AI for 20 chats a month and analytics for the last 7 days.

Pro adds unlimited AI, full analytics (7, 30 or 90 days) and a team of up to 5 people. It's US$19.99 a month or US$199 a year (CA$19.99 or CA$199 in Canada), plus applicable taxes, billed by Apple through the App Store. It renews automatically unless you cancel at least 24 hours before the end of the current period. You manage it in your Apple Account settings.

Do I get Pro free to start?

Yes. Every new business gets Pro free for 30 days when it connects Instagram, once per business and Instagram account. If that Instagram account already had its free Pro period, the business starts on the free plan. There's no card to enter and nothing to cancel. When the 30 days end, you move to the free plan unless you upgrade. Nothing is locked or deleted: your chats, orders and payment history stay.

Do my teammates need their own subscription?

No. Teams are part of Pro, and one Pro subscription per business covers everyone on it, including up to 4 teammates you invite.

How do I cancel Pro?

On your iPhone, open Settings → your name → Subscriptions → Zipper and tap Cancel Subscription. Cancel at least 24 hours before the renewal date to avoid the next charge; you move to the free plan when the paid period ends. A subscription keeps billing the Apple Account that bought it until it's cancelled, even if you delete your Zipper account or leave the business. The free 30 days of Pro don't need cancelling.

How do I get a refund?

Apple handles App Store payments, so refunds are requested from Apple at reportaproblem.apple.com.

Your account and data

How do I disconnect Instagram?

The owner can open Settings → Instagram → Disconnect in Zipper. Zipper stops receiving and sending messages and deletes its access to your account. Your chats stay in Zipper and come back when you reconnect.

How do I get a copy of my data?

Email usezipperai@gmail.com from the address you sign in with. We respond within 30 days.

How do I delete my account?

In Zipper, open Settings → Delete account. If you're the only person on the business, it deletes your account and the business's data right away. If teammates remain, only your login is deleted and the business stays with them; if you were the owner, the longest-standing teammate becomes the owner. More options on the delete your data page.