> Documentation index: https://www.gentoon.ai/llms.txt

# What to include in a bug report

The details that help us find and fix a problem quickly, plus a template you can copy into your report.

https://www.gentoon.ai/en/help/support/bug-report · Last updated October 30, 2026

## 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.

   ![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.](https://pub-6e5feb091fa740fa80f3a5a12a895d23.r2.dev/help-center/shots/en/help-contact-open.f8e7e728.1x.webp)
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.

   ![Paste the template below into Message and fill it in.](https://pub-6e5feb091fa740fa80f3a5a12a895d23.r2.dev/help-center/shots/en/help-contact-open.f8e7e728.1x.webp)
4. Attach your screenshots under **Attachments** and click **Send**.

   ![Attach your screenshots under Attachments and click Send.](https://pub-6e5feb091fa740fa80f3a5a12a895d23.r2.dev/help-center/shots/en/help-contact-open.f8e7e728.1x.webp)

## 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

> **Note:** Attachments can be images (JPG, PNG, WebP, GIF) or PDFs. Videos can’t be attached, so show the steps with a few screenshots or a short GIF. If your files add up to a large size, the message won’t send, so crop screenshots to the part that shows the problem and attach only what’s needed. If it still won’t send, send the message without files first, then email the files to service@gentoon.ai.

> **Tip:** **Feedback** in the Studio is for ideas and suggestions: it can’t take files, and feedback the GenToon team picks may be posted on the Idea Board. Send bugs through the **Contact Us** form as a **Bug Report**, even without a screenshot.

> **Note:** Credits for panels that fail to draw are returned automatically. If you still think credits were taken, include the time it happened.

## FAQ

**Where do I find the project address?**

The project address is in your browser’s address bar while the project is open in the Studio. Copy the whole address (it contains `/studio?projectId=`) and paste it in. If there’s no `projectId=` in the address, the project hasn’t been saved yet, so just be sure to tell us when the problem happened.

**Do I report app problems the same way?**

For app problems, send the same details. In the app, go to **Profile** › **Contact us** › **Help Desk** and choose **Bug** before sending. The app adds your app version and operating system automatically, so just include your phone model. If you use **Contact Us** on the web instead, include your app version (shown at the bottom of **My account** in the app) and your phone model.

## Related articles

- [Contact support](https://www.gentoon.ai/en/help/support/contact-support)
- [View your credit history](https://www.gentoon.ai/en/help/credits-and-billing/credit-history)