Common app issues and fixes

Table of contents

A. Login

B. General

C. Cloud Service

D. Upgrades, payments, refunds

E. Instagram API usage limits

F. Download links for iOS and Android

A. Login

Please check this Help Center article which describes the most common login issues:

https://novasoft.zendesk.com/hc/en-us/articles/360000971793

B. General 

Following or followers lists not loading

Turn OFF all the filters in Settings (you can use Quick Select to filter users after they load)

If this doesn't solve your loading problems you can try to reinstall the app because that will reset all filters to default.

Actions are rejected / not applied (don't show up on Instagram)

Instagram has a built-in spam filter that detects automated activity.

If you follow or unfollow (like or unlike) too much, actions will be rejected by this filter.

Once you get flagged, even if your actions are accepted, they won't be actually applied to your account.

We strongly recommend you do the following:

• Let your account cool down for 24..48 hours, with no activity in our app or other 3rd party apps including the official Instagram app
• You can still post but try to avoid mass (un)follows, (un)blocks, (un)likes or deletes during the cool down period

Ghost followers, inactive users and other advanced selectors

You can use the bottom menu Quick Select and then the sub-menu called Advanced Select:

• Non-followers - accounts that don't follow you back
• Non-following - accounts you don't follow back
• Ghost users - accounts that have never liked or commented on your latest 50 posts
• Inactive users - accounts that have 0 posts or no activity in the last 90 days (you can set a custom time interval in Settings)
• Users without profile photo - accounts that have no profile picture uploaded

If Quick Select is not showing, you can enable it in Settings.

Searching for users

You can use the upper-navigation menu "List" to search for a specific user (available in Following or Followers tab). You can add/remove that user to the Whitelist, follow/unfollow or browse his/her timeline posts.

The user list is not sorted by follow date

The user lists are ordered by their "relevance", something that is calculated by Instagram.

We cannot sort the users by their "follow date" because Instagram does not provide this information to us.

C. Cloud Service

The Cloud Service goes "Inactive"

Your account might be flagged by Instagram for SPAM activity.

The Cloud Service goes to "Inactive" automatically to avoid further account damage.

We strongly recommend you do the following:

• Let your account cool down for 24...48 hours (no mass activity in our app or other 3rd party apps including Instagram)
• Keep Cloud Service deactivated during the cool down period (do not restart it manually)

You can still post but try to avoid mass (un)follows, (un)blocks, (un)likes or deletes during the cool down period.

When your account gets back to its normal state you can resume the Cloud Service in Settings.

Cloud Service limits

• The maximum Cloud Service capacity is 5.000 actions per user
• Actions added over the maximum capacity are deleted automatically
• Pending actions older than 7 days are deleted automatically

Options for Cloud Service

You can access the Cloud Control Panel using your mobile device or computer at http://novasoft.cloud

You can adjust the following settings:

• Execution speed (actions per hour)
• Execution random delay (seconds)

The default values for execution speed:

• Cleaner - 10 actions per hour (240 actions per day)
• Captivate - 10 actions per hour (240 actions per day)

Please note that selecting a higher execution speed may cause Instagram to flag your account for SPAM activity.

Activate or deactivate the Cloud Service

You can change the Cloud Service state using the following method:

Settings > Cloud Actions > Service status > Activate / Deactivate

D. Upgrades, payments, refunds

App upgrades

PRO Upgrade (main upgrade)

• Unlocks unlimited actions (Instagram API limits apply)
• Unlocks unlimited accounts in Account Manager
• Removes pop-up ads

Cloud Upgrade (extension upgrade)

• Enables Cloud Service automatic execution (app can be closed)
• Executes actions for multiple users simultaneously
• Add up to 5.000 actions per user

App still requires upgrade after Cloud upgrade

You bought the Cloud Upgrade (extension upgrade) but the app needs to be upgraded to PRO (main upgrade) as well. Please check the App Upgrades section.

App cannot load in-app purchases

• Make sure you're using a good Internet connection (try a different Cellular or WIFI connection)
• Make sure you are logged-in with a valid Apple ID with enough store credit or a valid credit card attached

If the upgrades still don't load you can try to delete our app, restart your device and then reinstall the app.

App cannot restore purchases

• Make sure you're using a good Internet connection (try a different Cellular or WIFI connection)
• Inside the AppStore app, logout and login again with the same Apple ID you used when your downloaded and upgraded our app

App subscriptions

Our app uses one-time in-app purchases only (no recurring subscriptions).

When you want to quit using our app, there's no subscription to cancel.

App in-app purchase refunds

You can ask for your money back using the website provided by Apple.

https://reportaproblem.apple.com/

1. Login with the Apple ID you used to make the in-app purchase.

2. Go to Purchases > Apps

3. Find the in-app purchase for our app and tap the right-side button "Report a Problem"

4. Fill and submit the refund form

Apple will review your request and refund your purchase.

E. Instagram API usage limits

Instagram has maximum action rate of 6000 actions / rolling 30 days (200 actions daily).

One action can be considered as one (un)follow, un(block), (un)like, delete and so on.

If you push the daily limit, Instagram will start rejecting your actions.

If you continue after you're rejected you'll be marked as SPAM and Instagram might suspend your account for a few days.

How do you avoid rejections?

Our app was designed to stop automatically to avoid getting your account flagged.

There's an option in Settings called "Maximum Batch Actions" and you can set your custom rate there.

A smaller execution rate will be slower but it will keep your account safe.

Local Queue / Cloud Queue

After your reach the execution limit, you can add your pending actions to the Local Queue or the Cloud Queue.

The app can execute the pending actions automatically using one of these methods:

Night Mode for Local Queue (requires PRO Upgrade)

Cloud Service for Cloud Queue (requires Cloud Upgrade)

F. Download links for iOS and Android

Cleaner (iOS)

https://itunes.apple.com/us/app/cleaner-mass-unfollow-block-delete-and-unlike/id1019607006?mt=8

Cleaner (Android)

https://play.google.com/store/apps/details?id=ro.novasoft.cleanerig