Troubleshooting: Getting Help
If you’re stuck and the documentation didn’t solve your problem, here’s how to reach us.
Chat Support
Section titled “Chat Support”The fastest way to get help is through the chat widget in the bottom-right corner of the Video Tap dashboard. Click it and type your message. We’ll get back to you as soon as we can.
What to Include in Your Message
Section titled “What to Include in Your Message”The more context you give us, the faster we can help. When reaching out, try to include:
- What you were trying to do (uploading, editing a clip, exporting, etc.)
- What happened instead (error message, unexpected behavior, nothing at all)
- Your video title or a link to that video/clip (so we can look it up on our end)
- Screenshots if possible (a picture is worth a thousand words)
- Your browser and device (Chrome on Mac, Safari on iPhone, etc.)
Feature Requests
Section titled “Feature Requests”Have an idea for how Video Tap could be better? Feel free to use the widget or use support to reach us. We read every submission.
Bug Reports
Section titled “Bug Reports”Found a bug? Same help icon, use the widget or reach out through support. Tell us what happened and we’ll look into it. Include steps to reproduce the issue if you can.
What to Expect
Section titled “What to Expect”- We aim to respond within a few hours during business hours
- If something needs engineering work, we’ll tell you upfront and keep you posted on progress
A Note About Our Team
Section titled “A Note About Our Team”Video Tap recently came under new ownership. We’re a small team that cares about getting things right. If something isn’t working the way it should, we want to know. Don’t be shy about reaching out, even for small things.