Support
If something did not work as it should — especially in the middle of a live broadcast — get in touch. We answer by email, personally.
Talk to us
contato@kesta.com.brWe reply within 1 business day. During a live broadcast, write “URGENT” in the subject and we prioritise it.
To get it solved in the first reply, tell us:
- your store's Instagram handle;
- what you expected to happen and what happened instead;
- the approximate time and, if possible, a screenshot.
Frequently asked questions
The broadcast dropped midway. Did I lose the reservations?
No. If the broadcast drops and you start another one, Kesta recognises the new broadcast on its own and continues in the same session — reservations, queue and carts remain valid. Nothing is required from you.
The buyer's handle (@) did not appear in the panel.
This happens on private or friends-only broadcasts: Instagram does not tell us who commented. Without the handle there is no way to build the cart or send the payment link. Broadcast publicly.
A comment with the code did not become a reservation.
The most common reasons: the product is sold out or was closed manually (the buyer then joins the queue), the code does not match any in the line-up, or the comment had more than one code and became ambiguous — in that case it appears in the panel's questions queue and you resolve it with one tap.
The order was not created in my store.
The panel shows a red warning on the cart when order creation fails. The usual causes are an expired store connection (reconnect under Connections) or a product that no longer exists in the catalogue. Meanwhile, the “Copy payment link” button remains available so you can send it by hand.
I forgot my password.
On the sign-in screen, tap “Forgot my password”. The link arrives by email and is valid for a limited time — if it expires, just request another.
How do I cancel my account?
Email us asking to close it. Disconnecting Instagram and your store is something you can do yourself at any time under Connections: that stops the processing immediately and deletes the credentials.
Your data
Kesta processes personal data under the Brazilian LGPD. The Privacy Policy explains what is collected, why, and with whom it is shared.
To request access, correction, portability or deletion of your data, write to contato@kesta.com.br.
Track a deletion request
If you removed Kesta from your Instagram settings, you received a tracking code. Check the status of the request here.