Report a bug or suggest a feature

Both go to us as a ticket. A person reads every one, usually within a few hours on a working day, and you get an email when we reply.

Report a bug

1. Go to New ticket. You can also get there from Help, at the foot of the sidebar.
2. Under About, choose A bug. The choice decides who reads it first.
3. If it's about a run that failed in the past week, pick it under Related to, so we can see what happened on our side.
4. Give it a subject in a few words, and under What happened say what you did, what you expected, and what you got instead.
5. Attach a screenshot or a log if you have one: one file, PNG, JPEG, GIF, WebP, text, log, JSON or PDF, up to 10 MB.
6. Press Send.

You don't need to say which page you were on or which browser you use: the ticket adds the page, your browser, your plan and your balance on its own. Send stays off until you've chosen what it's about and written a subject and a few words.

As you type, articles that may already answer it can appear under the subject. They open in a new tab, so what you've written stays.

From a failed run

A failed clip, picture, track or board card has a Report a problem link beside its retry. It opens a ticket under Something failed that already names the run, so you only have to say what went wrong. Credits for a failed run come back on their own: see My video failed. Did I lose my credits?

Suggest a feature

Open a new ticket and choose An idea under About. Say what you were trying to make and what got in the way: that tells us more than the name of a feature.

After you send it

• You get an email that we have it, with its number, such as #1042.
• When we reply, you get an email and a notification in the app. Answer in the ticket under Help, or reply to our email from the address you signed up with: either way it lands on the ticket. A reply can carry a file too.
• A ticket reads Open, Waiting on us, Waiting on you, Resolved or Closed.
• When we mark it resolved, you're told. If it's still a problem, reply and the ticket opens again.
• You can close a ticket yourself with Close ticket. A closed ticket can't be replied to, so open a new one if it comes back.

You can open five tickets an hour. To add to something you've already asked, reply on that ticket instead.

Without signing in

If you can't get into your account, use the Contact page and choose Report a bug or Technical support. It works without an account, and we answer by email.