Help us help you by following these guidelines when raising support tickets.
Our support team is here to help with technical issues. Following these guidelines helps us understand your issue quickly and get it resolved faster.
What to include
- Description of the Issue: describe the issue, what you expected to happen, and the impact (for example, all viewers vs. a single device, or an upcoming launch date).
- Identifiers: relevant video, playlist, or app IDs, plus the platform (Roku, Fire TV, iOS, web, etc.), the device model, and the app version when applicable.
- When the issue occurred: the date, time, and time zone, and whether the issue is ongoing or intermittent.
- Steps to reproduce: numbered steps help us retrace exactly what you did and pinpoint the issue.
- Supporting artifacts: screenshots, screen recordings, logs, or API request/response examples.
- What you've tried: so we don't repeat steps you've already taken.
Please don't include passwords or API keys in tickets.
Creating and managing tickets
- Create new tickets by emailing support@zype.com or with the Submit a request button in our Help Center.
Please avoid using the reply-to addresses from past tickets (the ones with long strings of numbers). Messages sent there are added to that existing ticket instead of opening a new one.
- One issue per ticket. Separate tickets let us track each issue and its status and route it to the right person. If something new comes up, open a new ticket instead of adding it to an existing thread.
- Reply to a solved ticket only for follow-ups on that same issue. Replying reopens the ticket.
You can review all of your created tickets or tickets you're CC'd on here. Thanks for helping us help you. We look forward to working with you!
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