# Contacting Kinescope Technical Support


> **Информация:**

**Start with the [Troubleshooting](https://docs.kinescope.com/troubleshooting/) section** — it has all the tools for resolving issues and contacting 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](mailto:hello@kinescope.io)

> **Информация:**

Technical support responds 24/7. The response time depends on the complexity of the request. You can contact support an unlimited number of times.



## What to prepare before reaching out

See the full checklist of what to gather for a support request in the [Troubleshooting](https://docs.kinescope.com/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](https://docs.kinescope.com/troubleshooting/copying-browser-console-errors/)
  * HAR file (if the issue is loading-related) — see [Saving browser-server interaction to a HAR file](https://docs.kinescope.com/troubleshooting/saving-har-file/)
  * issue description, reproduction steps, browser information

* **For dashboard issues:**
  * Browser console logs — see [Copying errors from the browser console](https://docs.kinescope.com/troubleshooting/copying-browser-console-errors/)
  * HAR file — see [Saving browser-server interaction to a HAR file](https://docs.kinescope.com/troubleshooting/saving-har-file/)
  * issue description and screenshots

> **Внимание:**

**important:** Do not send access tokens, passwords, personal data, or other confidential information to support. if such information appears in screenshots or logs, mask it before sending.



## Step-by-step instructions

### Step 1: Try to resolve the issue yourself

Before contacting support, check the relevant documentation sections:

* **[Troubleshooting](https://docs.kinescope.com/troubleshooting/)** — central section for resolving issues
* **[Resolving player issues](https://docs.kinescope.com/troubleshooting/resolving-issues/)** — common embedding and playback problems
* **[How to resolve video issues in Kinescope?](https://docs.kinescope.com/troubleshooting/video-issues/)** — video playback issues

### Step 2: Gather error information

Depending on the issue type, use the appropriate guides:

* **[Copying errors from the browser console](https://docs.kinescope.com/troubleshooting/copying-browser-console-errors/)** — for dashboard or player issues
* **[Saving browser-server interaction to a HAR file](https://docs.kinescope.com/troubleshooting/saving-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:

1. Specialists will reach out to you during business hours
2. if needed, they may request additional information
3. They will help resolve the issue or answer your questions

if the issue is not resolved, you can also check:

* **[Resolving player issues](https://docs.kinescope.com/troubleshooting/resolving-issues/)** — common issues and solutions
* **[How to resolve video issues in Kinescope?](https://docs.kinescope.com/troubleshooting/video-issues/)** — video playback issues
* **[Troubleshooting](https://docs.kinescope.com/troubleshooting/)** — central section for resolving issues

if you still have questions, write to the support chat within the Kinescope interface — specialists will help!