Contacting Kinescope Technical Support
if you encounter a problem with Kinescope, support will help you resolve it. This section covers how to contact technical support and what to prepare to speed up the resolution.
How to contact technical support
There are several ways to reach support:
- Via the dashboard — open the side panel in the Kinescope interface and click “Support chat”
- By email — send a message to hello@kinescope.io
What to prepare before reaching out
See the full checklist of what to gather for a support request in the Troubleshooting section.
Briefly, you will need:
For player or video playback issues:
- Player system log (from the player context menu)
- Browser console logs — see Copying errors from the browser console
- HAR file (if the issue is loading-related) — see Saving browser-server interaction to a HAR file
- issue description, reproduction steps, browser information
For dashboard issues:
- Browser console logs — see Copying errors from the browser console
- HAR file — see Saving browser-server interaction to a HAR file
- issue description and screenshots
Step-by-step instructions
Step 1: Try to resolve the issue yourself
Before contacting support, check the relevant documentation sections:
- Troubleshooting — central section for resolving issues
- Resolving player issues — common embedding and playback problems
- How to resolve video issues in Kinescope? — video playback issues
Step 2: Gather error information
Depending on the issue type, use the appropriate guides:
- Copying errors from the browser console — for dashboard or player issues
- Saving browser-server interaction to a HAR file — for data loading issues
Step 3: Contact support
Send the gathered information to the support chat within the Kinescope interface or via chat in the dashboard.
What’s next?
After contacting support:
- Specialists will reach out to you during business hours
- if needed, they may request additional information
- They will help resolve the issue or answer your questions
if the issue is not resolved, you can also check:
- Resolving player issues — common issues and solutions
- How to resolve video issues in Kinescope? — video playback issues
- Troubleshooting — central section for resolving issues
if you still have questions, write to the support chat within the Kinescope interface — specialists will help!