# Supporting your users

> What to set up so people can reach you, and where to look when somebody says the bot is not working.

- **Set a support contact.** It is the one way the bot can tell someone where to go when it refuses them.
- **Write help text** that says what your bot is for and what to send it. The commands are added after it.
- **Read errors in the Overview.** Webhook health shows whether Telegram is delivering to us and the last error Telegram reported. Recent errors list messages the bot could not handle and replies Telegram refused, in Telegram's words (for example, the person blocked the bot).
- **When someone reports a problem**, ask for their @username, find them under Users, and check their messages and credits today: at their limit, blocked, or not on the list are the usual answers. If something looks wrong on our side, contact us with the time and the bot's @username.

**The bot does not answer at all**

Check webhook health in the Overview. If Telegram reports an error, disconnect and reconnect the token. If the token was revoked in BotFather, paste the new one. A suspended app answers one fixed line instead.

**The bot says it is unavailable right now**

Your balance cannot cover the next turn, or the bot-wide daily cap is reached. Top up or raise the cap. The `credits.exhausted` webhook tells you when this happens.

**One person says they are refused**

Find them under Users. They may be blocked, over their own daily limit, or not on the allowlist (with "Only people on a list"). Usernames can change hands; allow them by numeric id when you can.

**The bot ignores messages in a group**

In groups it only acts when addressed: a command, a mention of its @username, or a reply to one of its messages.

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Source: https://developer.vidmoat.com/developer/docs/telegram/support
Previous: [Sell access to your bot](https://developer.vidmoat.com/developer/docs/telegram/selling-access.md)
Next: [Webhooks and your users' data](https://developer.vidmoat.com/developer/docs/telegram/webhooks-and-data.md)
All documentation: https://developer.vidmoat.com/llms-full.txt