Support
Help that actually helps
Start with Ava Cloud AI for an instant answer, or reach a human on the support desk. Every message is answered — we do not use ticket black holes.
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Instant answers on uploads, sharing, formats, streaming and account questions, 24/7.
Open Ava Cloud AIRead the docs
Step-by-step guides for the studio tools, share links and the partner API.
Browse documentationFrequently asked questions
The 40 things people ask us most, answered plainly and kept up to date.
Open the FAQ
Response times
What you can expect once you email us.
| Plan | First response |
|---|---|
| Free | Within 48 hours, Monday to Friday |
| Starter | Within 24 hours, Monday to Friday |
| Pro | Within 8 hours, 7 days a week |
| Studio | Within 4 hours, 7 days a week |
| Enterprise | Within 1 hour, 24/7, with a named contact |
Email the support desk
Include your account name and, if it helps, a share link to the file involved. Never send passwords — we will never ask for one.
Beware of impersonators
Shannon Share Cloud only ever contacts you from an @shannonsharecloud.com address. We never publish or share the email address of any other user, and we never ask for your password, card number or one-time code.