FAQ

What is Supercan and what makes it special?

Supercan is a messenger app that empowers everyone to reach out and connect one-on-one with experts, rock stars, influencers, athletes, artists and personal heroes. Influencers all over the world are looking forward to hearing from you and personally replying to your messages.

How does Supercan work?

You can send text or video messages to any influencer who has a Supercan profile. Sending messages is free, but when you get your personal reply, you are charged a fee set by the influencer (don’t worry, you’ll always see the price in advance). The price is there to make sure the influencer has the time to focus on YOU and send you a unique, personal reply. You decide if you want your personal reply as a video or text.

 

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for fans

Why do I have to create an account?

You need an account to send messages or to create an influencer profile. When personal messages and money is involved, an account is needed to keep things safe.

You can sign up either with Facebook or with an email address. Influencers must sign up with Facebook so that we know you’re really you. No imposters!

I signed up. Now what?

Welcome! Now it’s time to start a conversation with someone you really appreciate! Check your favorite influencer’s post or social media profile for a direct link to their Supercan profile. Or, use the supersearch to discover interesting people.

Once you find someone you like, check out their profile and profile videos. Then just send them a message. They’re waiting to hear from you!

Why do I need to add a credit card?

In Supercan, you are charged for the replies you get from your favorite influencers. The influencer sets the price for his or her replies. You must enter your credit card details before sending a message.

Why should anyone pay for messages?

In Supercan, you don’t pay for sending messages - you pay for getting a personal, unique reply from a person you really like and appreciate. The price (which is always set by the influencer him/herself, by the way!) is there to make sure the influencer has time to personally focus on you. In some cases, the price might help the influencer focus on doing the stuff that you love, like creating and publishing great content online.

What if I don't get a reply from the influencer?

No reply, no charge. Also, if the reply comes late (=after the time limit you set when sending the message), you won’t be charged either.

Influencers are people, too: sometimes they’re busy, in a bad spot or simply unfortunately forget to answer. Give them some slack and feel free to send a new message!

Is it safe to enter my credit card details?

Yes. Our payment partner, Stripe, is a leading payment company trusted by tens of thousands of companies worldwide. Check them out at www.stripe.com.

Note that Supercan never handles or saves any sensitive payment data.

Can I change my account image?

For the time being, no. If you sign up with Facebook, Supercan uses your Facebook profile picture. If you sign up with email, unfortunately you can’t add a profile pic at this point.

Can people search for me in the app?

If you are a regular user, no. You can only search, discover and message people with influencer profiles. When you send a message to an influencer, the influencer will see your name and account picture.

Can I cancel a message I have sent?

No. There’s a preview screen before sending the message where you can watch or read your message before sending it. If you are sending a video message, you can retake it as many times as you want.

What if the reply really sucks?

If you have a bad experience, contact our support for a possible refund. You can report a message by tapping the three-dot menu on top of the chat screen. Contact us and we will get back to you as soon as possible.

You can also reach us by typing “support” in the supersearch. Messaging our support is naturally free of charge.

What if reply is abusive or rude?

Supercan does not tolerate bad behaviour. You can report a message by tapping the three-dot menu on top of the chat screen. Contact us and we will get back to you as soon as possible.

What if the reply has any audio or video problems?

In the rare case this happens, contact our support for a potential refund! You can report a message by tapping the three-dot menu on top of the chat screen. Contact us and we will get back to you as soon as possible.

Can anyone else see my messages?

No. Supercan messages are between you and the influencer. Each reply from an influencer is personal and unique to you.

Can I share my replies on any socials?

We want the conversation to be personal between two people - you and the influencer. You should not share discussion online for the entire world to see. Showing the messages face-to-face to your best friend or family is a different thing! However, if you feel the message was meant as confidential or really private, it’s always best to ask the influencer first.

Is there a limit to the number of questions I can ask?

No!

How do I remove my Supercan account?

You can delete your account from the account page.

I have a different problem or question. What should I do?

Get in touch! Type “support” in the supersearch to hook up with our super friendly support team.

for influencers

What does Supercan cost for influencers?

Getting the app and creating an account does not cost anything. When you reply to your fans, you’ll earn money (the price for each reply is set by you). You keep 75% of the price while 25% goes to Supercan to make sure we can keep things running and develop the experience even better for everyone.

How do I get my money?

Safely and quickly, that’s how! Our payment partner Stripe (www.stripe.com) handles all transactions and keeps the payment information super safe. Your payments come directly from Stripe; Supercan does not handle your money at all.

You have two options:

● Instant debit card payment (US ONLY):  After you have filled in your card info, Stripe pays the money to you immediately when your fan is charged. Note that Stripe charges you $0.50 per payment for this super fast service.

● Automatic bank transfer: After you have filled in your payment details (we will ask for those after you have sent your first reply), Stripe will automatically pay out your earnings once per week. The payment is done on Wednesday and, depending on your bank, takes 2-7 days to reach your bank account. Getting your very first earnings might take up to 2 weeks: first about one week for Stripe to make the payment and then up to 7 days for the money to transfer to your account.

You can always check your earnings and the payment status from the app.

Are Stripe payments safe and secure?

Yes. Stripe processes billions of dollars a year and is used by tens of thousands of companies worldwide, including Fortune 500s and small businesses alike.

Stripe is certified to PCI Service Provider Level 1. That's tech talk meaning that Stripe meets the industry standards for security. Visit https://stripe.com/help/security for the techy details. If you have any questions for Stripe, email support@stripe.com.

Note that Supercan never handles or saves any sensitive payment data.

How do I get started?

Here’s your four steps to success:

1. In the Supercan app, hit the Create Influencer Profile button.

2. Create a super cool profile and set a price for your replies. “how to create killer profile”

3. Let your followers know you’re on Supercan. “spread the word”

4. Reply to messages and interact with your fans!

Here you can find more detailed information how to get best possible start in Supercan: “getting started with Supercan”.

How do I create a super cool profile?

Separate document and link here

How can people find me on Supercan?

Simple: tell them that you’re on Supercan. Use your existing channels and publish a post/video/email explaining what Supercan is all about and how your followers can benefit from it. Link to your Supercan profile from your social media profiles (you can get your Supercan profile link from the app).

Anyone can also search and discover you through the Supercan app itself.

If you want to learn more, how to get your followers into your Supercan profile, click here: "spread the word”.

I have an expired message from a fan. What’s that?

Oh snap, you missed a deadline! Fans can set a time limit for getting a reply from you. After the time limit has passed, the message expires.

You can - and you should! - still answer that message. However, you won’t earn money (and your fans won’t be charged) for answering expired messages. Still, answer your fan anyway to re-ignite the conversation!

Can I send free messages to my fans?

When you get a message and reply to your fan, your fan is charged for your first reply. However, you can reply with as many messages as you want - your fan is only charged for the first one. So, if you forget to mention something, you can follow-up with a free message. These follow-up messages can be either video or text. Note that this applies to all messages sent by your fan; each message from your fan is a new conversation where the fan is charged for your first answer.

Why is it important to update my profile regularly?

Your profile is constantly viewed and discovered by new people. However, we’ve noticed that even the same fans return to an influencer profile many times and watch the profile videos again and again.

Keep your influencer profile fresh by updating your cover image and adding new profile videos. Don’t let your profile grow stale and outdated - engage your fans with new stuff! Also, whenever you update, remember to share the update on social media.

I have a different problem or question. What should I do?

Get in touch! Type “support” in the supersearch to hook up with our super friendly support team.