---
title: Frequently Asked Questions & Troubleshooting
description: Common answers regarding plans, fees, Instagram DM automation, newsletters, file upload limits, and custom domains.
sidebar:
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---

Find quick answers to common questions about using Ceynk.

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<Accordion>
  <AccordionItem title="What are the differences between the Free, Pro, and Ultra plans?">
    The **Free Plan** includes core links, folders, digital products, course masterclasses, calendar bookings, event tickets, and media embeds.
    
    The **Pro Plan** unlocks:
    - Custom Domain setup (`yourname.com` or `links.yourname.com`)
    - Removing the *"Powered by Ceynk"* footer watermark
    - **Instagram Automation**: Up to 5,000 automated DMs and comment replies per month
    - Audience Lead Capture blocks & CSV contact exports
    - Pro WebGL animated mesh shaders & custom video/image wallpapers
    - Discounted selling fees (7% Global / 9% Local Sri Lanka) with no minimum bank payout
    - Card dropshadow effects and Pro typography (Instrument Sans, Instrument Serif)

    The **Ultra Plan** unlocks:
    - **Newsletter Campaigns**: Up to 50,000 broadcast emails/month with custom sending domain verification and pre-send deliverability checks (Ultra exclusive)
    - **Unlimited Instagram Automation**: Unlimited automated DMs and comment triggers
    - **Lowest Platform Fees**: **0% Ceynk platform fee on Global Ultra** (gateway processing fees apply) / **5% platform fee on Local Sri Lanka Ultra**
    - **Digital Restaurant Menu & Table QR Ordering**
    - **Ceynk Merch Blocks**: Sell physical apparel with variant tracking and bank transfer or Cash on Delivery (COD) modes
    - Unlimited team collaborators and priority infrastructure
  </AccordionItem>

  <AccordionItem title="Does Ceynk charge a platform fee on sales?">
    Ceynk offers transparent fee tiers depending on your plan and region:

    - **Sri Lanka (LKR)**:
      - **Free**: **15%** platform fee (minimum bank payout LKR 5,000)
      - **Pro**: **9%** platform fee (no minimum bank payout)
      - **Ultra**: **5%** platform fee (no minimum bank payout)
      - *Payment Gateway Fees*: PayHere processing fees apply to all plans regardless of platform fees.
    - **Global (USD)**:
      - **Free**: **Cannot sell** (selling is disabled on the Global Free plan; upgrade to Pro or Ultra to sell)
      - **Pro**: **7%** platform fee (no minimum bank payout)
      - **Ultra**: **0%** platform fee (keep 100% of sales proceeds)
      - *Payment Gateway Fees*: Standard card processing fees (~2.9% + $0.30) apply to all transactions regardless of platform fees.

    For full details on fee calculations, processor rates, and payout thresholds, review the [Platform Fees & Commission Rates Guide](/monetization/platform-fees).
  </AccordionItem>

  <AccordionItem title="Can I send email newsletters on the Pro plan?">
    **No. Newsletter broadcast campaigns are exclusively available on the Ultra Plan.** 
    
    The Ultra Plan includes 50,000 broadcast emails per month, custom sender domain verification (Amazon SES DKIM), and automated pre-send deliverability checks. 
    
    Pro creators can collect subscriber emails via Lead Capture blocks and download their contact database as a CSV, but sending outbound newsletter broadcasts requires an active Ultra subscription.
  </AccordionItem>

  <AccordionItem title="How does Instagram DM & Comment Automation work?">
    When enabled, Ceynk automatically replies to public comments on your Instagram posts and reels and sends instant private direct messages with links or downloads to users who comment a trigger keyword (e.g. *"Comment KIT to get the link"*).
    
    Pro users receive up to **5,000 automated DMs per month**, and Ultra users enjoy **unlimited automated DMs**. Learn more in the [Instagram Automation Guide](/growth/instagram-automation).
  </AccordionItem>

  <AccordionItem title="What are the minimum bank payout requirements?">
    - **Global Accounts**: No minimum earnings threshold on any tier.
    - **Local Sri Lanka Free Plan**: Requires a minimum accumulated earnings balance of **LKR 5,000** to request a commercial bank transfer.
    - **Local Sri Lanka Pro & Ultra Plans**: **No minimum balance restriction** (LKR 0). You can withdraw any earnings amount directly to your local bank account at any time.
  </AccordionItem>

  <AccordionItem title="What are the file size upload limits?">
    - **Digital Products & Audio Tracks**: Up to `100MB` per downloadable file.
    - **Video Course Lessons**: High-definition `.mp4` and `.mov` video uploads.
    - **Image & Photo Wallpapers**: Up to `50MB`.
    - **Cover Graphics & Thumbnails**: Up to `50MB`.
  </AccordionItem>

  <AccordionItem title="Can I customize how my page looks on mobile differently from desktop?">
    **Yes.** Use the **Device Toggle** in the editor toolbar to switch to **Mobile View**. You can rearrange card positions and adjust block heights specifically for mobile without changing your desktop layout.
  </AccordionItem>

  <AccordionItem title="How long does custom domain verification take?">
    Once you add the CNAME record (`cname.ceynk.com`) at your domain provider, DNS verification and SSL certificate provisioning usually complete within **5 to 30 minutes**.
  </AccordionItem>

  <AccordionItem title="How do password-protected or email-gated blocks work for visitors?">
    When enabled, the content of that block is locked on your public link-in-bio page. Visitors must type the secret passphrase or provide their email address. Once completed, the card unlocks and reveals the downloads, links, or media.
  </AccordionItem>
</Accordion>