Knowledge Base

How to Get Help Faster From Support

The right device, browser, error, and connection details help support resolve issues much faster.

Key Points

Phone model - e.g., iPhone 14, Samsung Galaxy S23, Google Pixel 8
Browser - Safari, Chrome, or something else?
What you see - describe the screen: error message, black screen, loading animation, redirect page?

What you did before the issue - did you just open the link? Were you mid-session? Did it happen after a specific action?
Your connection - WiFi or cellular? Is the connection stable?
The error message - what exactly does it say? (Invalid, expired, device limit, processing?)
Your email - the one you used during purchase (needed for recovery)
When you purchased - approximate date helps us locate your transaction
Payment method - which processor was used? Check your bank statement for the charge description.
Charge amount and date - helps us identify the transaction
What you need - refund, duplicate charge, receipt?
Be specific - "it doesn't work" is hard to troubleshoot. "I see a black screen after allowing camera on my iPhone 12 in Safari" is much easier.
Include screenshots if you can - a picture of what you see on screen is worth a thousand words
Run diagnostics first if support suggests it - the results give us a quick picture of your setup
Check the help articles - your issue may already have a solution in our knowledge base