If you’re still experiencing technical issues after using the troubleshooting steps provided in our Help Center, our support team is here to assist you directly. When reaching out, sharing detailed information about your device, setup, and error messages helps us diagnose the problem more quickly and provide an accurate solution. To ensure that our team can assist you, please include as much of the following information as applies when you contact us, whether through our request form or via live chat.
- Device (e.g. iPad, Samsung Galaxy S7)
- Operating system (e.g. Windows Vista, Mac OSX)
- Web browser (e.g. Google Chrome, Safari)
- App Version
- Physical location (City / State / Country)
- IP Address
- Internet connection
- Network type (e.g. home, office, campus)
- Service provider (e.g. Comcast, Time Warner)
- Wired or wireless
- Bandwidth download speed, which you can find here.
- Firewall and security applications on the device (e.g. Avast, Norton)
- Any error messages you are receiving. Screenshots can be helpful.