Contact Support
Before you report
Most problems already have an answer. Check these first:
- Common Problems and Solutions
- Frequently Asked Questions
- The page for the feature in question. Every page has a Common problems section near the bottom.
Where to report
| Channel | What it's for |
|---|---|
| The Support menu in the dashboard | Official reports, account and payment problems |
| The IndoFinity Discord community | Quick questions answered by other users |
Include this so it gets handled fast
A complete report is usually resolved in one reply. A report that only says "it doesn't work" needs several rounds of questions before anyone can act on it.
1. Application log. Open Application Logs, reproduce the problem, then click Save to File. Don't use Clear Logs before saving.
2. Version information. Found in Settings → Version Information: Build ID, Device (Desktop or Website), App Version, and Alternative Connection status.
3. Steps to reproduce it. What you did, what you expected, and what actually happened. Name the menus exactly.
4. When it happened. The date and approximate time, especially if it relates to a specific live.
5. Screenshots, if the problem is visible.
Check Application Logs first and see whether the event shows up there.
If it shows up, your connection is fine and the problem is in your settings. If it doesn't show up, the problem is the connection. Putting the result of this check in your report cuts the possible causes in half.
Webhook links, stream keys, and donation platform tokens are secret. Anyone who has them can send fake donations to your overlay. Black out those parts before you send a screenshot.
If one has already leaked, ask the admin for a new link.
Payment problems
Check Balance & Transaction History first, because the transaction may be recorded but not finished processing. If it still doesn't appear, report it through the Support menu and include proof of the transaction.