Contacting support

What to include in a support request

Platform and version, the steps you took, the result you expected, the result you got, and the identifier of whatever went wrong. One complete message is answered faster than five short ones, because each round trip costs a working day.

Reviewed August 20, 2026

Steps

1. Say which platform you are on — web, iOS, Android or the Chrome extension — with the browser or OS version.
2. Give the steps, the expected result and the actual result, in that order.
3. Add the identifier that finds the object: the workspace, the QR code, the bulk job id, or the API requestId.
4. For a scanning problem, add print size, material and the two device models you tested on.
5. For an API problem, add the HTTP status and the error code — with the Authorization header masked.

How to check it worked

Read your message back and ask whether someone without access to your screen could reproduce the problem from it alone.

What usually goes wrong

• A screenshot with no description, so nobody knows what should have happened.
• “It does not work” with no identifier, which cannot be looked up.
• Sending the API key instead of the request id.