How to send us an error report to get help

Get Help: Contact Support

If you experience issues while using any of the ScreenPal apps, you can submit an error report or contact Support to for assistance by following the steps below.

Windows or Mac Desktop Apps

1. Launch the desktop app from system tray in Windows or menu bar on Mac, or via the website:

Create menu with arrows pointing to Edit Video


2. In the upper right corner of the Project Manager click the ? icon.



3. On the Help dialog, select the area in which you need assistance, enter a detailed description of your issue, and then click Submit.


The application will send us an error report and we will respond to the email address provided. We try to respond to all help requests within 1-2 business days. Our office hours are M-F 9am-5pm Pacific Time.

Notes
For best results, try to send your report from the desktop app.   If you are unable to launch the app, please click the Submit a Ticket button at the bottom of this webpage.

iOS and Android Apps

1. Open the app and tap the Settings menu.




2. In the Settings menu, click Need help? Email support.


Mobile app's Need help option


3. This will launch your default email app, where you can add a detailed message describing the issue you are experiencing and send your report.  Please include as many details as possible.


Email for support from mobile app

ScreenPal Chrome Extension

If you experience an issue using the ScreenPal Google Chrome extension, you can get help from the extension menu.

1. Click the ScreenPal icon in your Chrome toolbar to display the extension menu, and then click the cog icon in the bottom right.

Chrome extension icon


2. Next to Need Help, click Contact Support.

Chrome extension settings window

You will then be presented with a Get Help dialog where you can enter your email address and comment on the issue.   By default, an App Log File will be attached so we can more quickly troubleshoot the issue.  You can download the file to see what information is sent to us and deselect the checkbox if you choose not to send the log file.

Chrome extension's Get Help window


Content Hosting Site

Scroll to the bottom of this knowledge base article and click the Submit a Ticket button.
 
Submit a ticket button

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