Polaris

Support

Help with Polaris

Start with the steps below. For help tied to your library or account, email us from the address you use for Polaris.

Email support
01

Sign-in code did not arrive

  1. Check that the email address is correct.
  2. Check spam and filtered folders.
  3. Request a fresh code and use only the newest message.

Never send a one-time code to support.

02

The extension cannot read the page

  1. Open a reel or saved collection on www.instagram.com.
  2. Reload that Instagram tab after installing or updating Polaris Capture.
  3. Open the extension again and accept its data disclosure.

Polaris Capture does not use your Instagram password or session cookies.

03

A saved collection is incomplete

  1. Keep the saved collection tab open.
  2. Let Instagram load the collection entries.
  3. Run the import again. Polaris skips items already in that collection.

Large collections can take longer because Instagram loads them in batches.

04

Remove local extension access

Open Polaris Capture and choose Forget this browser. This clears its Polaris session and consent choice. You can also remove the extension in Chrome.

Contact support

Email hello@joinpolaris.app from the address you use for Polaris. This helps us match the request to the correct account without asking for your password, one-time code, Instagram password, or browser cookies.

Privacy requests

Email hello@joinpolaris.app to request access to, correction of, or deletion of personal account data. The Privacy Policy explains what Polaris handles, why it is needed, and what remains when a shared public-video record is still used by other libraries.

Delete an account

Open Polaris, go to Settings, and choose the account deletion action. The account is locked immediately and can be recovered for 30 days. After that period, Polaris purges private libraries, collection membership, chats, sessions, and other personal account records.

Report a problem

Include the device and browser, the Polaris Capture version, the page type you were using, what you expected, and the error text. Do not include private captions, session tokens, passwords, browser cookies, or one-time codes.

Instagram relationship

Polaris is not made, sponsored, or endorsed by Instagram or Meta. Only save or process material you are allowed to use.