What to include in a bug report

Overview

The contact form only tells us which account you’re signed in to and your page language. We can’t see which device or browser you used or which project the problem happened in, so including the details below helps us solve it much faster.

Please include

• Where — the screen and feature where it happened, such as the Studio, the community, or pricing.
• What you were doing — the buttons you clicked or what you entered, in order.
• What you expected and what actually happened — for example, “I expected a drawing, but an error window appeared.”
• When — the date, the approximate time, and your country (time zone).
• How often — every time, sometimes, or just once.
• Device and browser — for example, Windows · Chrome, or iPhone · GenToon app. For the app, include the app version too.
• Project address — if it happened in the Studio, copy the whole address from your address bar (it contains /studio?projectId=…).
• Screenshots — showing the error message, if there is one.

Step by step

1. Open the contact form with the Contact Us button near the bottom of this help page, and choose Bug Report under Inquiry Type. The Studio and community screens don’t have a contact button.

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2. Enter your Name and Email Address. We reply to this email, so make sure it’s an address you can read.

3. Paste the template below into Message and fill it in.

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4. Attach your screenshots under Attachments and click Send.

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Copy-and-paste template

1. Screen / feature where it happened:
2. What I did (in order):
3. What I expected:
4. What actually happened:
5. When (date, time, country):
6. How often:
7. Device / browser (app version if using the app):
8. Project address (if in the Studio):

Good to know

FAQ