#Find the narrowest guide first
Use the wiki search for the feature name, the action you were taking, or the exact error phrase. In the screenshot below, press Cmd/Ctrl + K and try a query like Voice Call or Clear memory.
The most useful guide is usually the one closest to your current screen.
Find the narrow guide: Use Wiki search or Cmd/Ctrl + K
Search the feature name, the action, or the exact error phrase, not a broad description of the whole product.Always redact: Chats, emails, balances, codes, payment data
Crop screenshots to the affected control and visible state only.#When you contact support
Click Contact support in the Wiki header (or Contact us in main nav). The screenshot below is the official contact surface — name the feature, what you clicked, what happened, and whether it repeats.
If you attach a screenshot, crop it tightly and hide emails, balances, chats, codes, and payment data.
Four useful details: Where, selected control, observed result, repeatability
These let support reproduce a problem without a long private chat transcript.Official routes: Contact support, product FAQ, or official Discord
Use the Contact support control in the Wiki header for the product contact surface.Make a report actionable without oversharing
The goal is a reproducible state, not a complete personal account export. Include only what helps someone inspect the named feature.
| Include | Example | Redact or omit |
|---|---|---|
| Page and exact control | “In an active chat, I selected Voice Call.” | The full chat transcript or another unrelated page. |
| Observed state or error | “The call returned to idle after microphone permission was allowed.” | Speculation about account or payment details. |
| Repeatability | “It still happens after refresh in the same chat.” | A claim that it is fixed without retesting. |
| Tight screenshot | The error and the relevant control in one crop. | Emails, balances, referral codes, wallet addresses, QR codes, invoice IDs, or private messages. |
“Voice call will not start in this chat after I allowed my microphone” is more useful than “the site is broken.”
#Use a four-part support message
State where you were, what you selected, what happened, and whether it repeats. Example: “In an active chat, I selected Voice Call after allowing microphone access. The call returned to idle. It still happens after refresh.”
For billing issues, note whether you chose card or crypto at Payment Method in the screenshot below.