Support & Reporting
Welcome to the Genplay Support & Reporting page.
We’re here to help you with any questions you have, assist with issues you encounter, and address any content that violates our Community Guidelines.
Please contact us via email at:
support@gameplaylabs.org
To help us assist you as quickly and effectively as possible, please include the following details in your email:
How to Write Your Email (Guidance for Users):
When contacting us, please provide as much detail as possible. This helps us understand the issue or request accurately and speeds up our response.
In the Subject Line:
Please use a clear subject line that summarizes your request. Examples:
Bug Report: [Brief description of bug]Content Report: [Username or link]Inquiry: [Your question]Feedback: [Your suggestion]Account Issue: [Type of issue, e.g., Login]
In the Email Body:
Regardless of the type of request, please always include:
- Your Genplay username (if applicable).
- The version of the Genplay app you are using.
- Your Device model and Operating System version (e.g., Samsung Galaxy S24, Android 14 / iPhone 15 Pro, iOS 17).
If you are reporting a Bug or Technical Issue:
- Describe the issue in detail: What happened, and what did you expect to happen?
- Steps to Reproduce: What exact steps did you take before the issue occurred? Please list them clearly so we can try to replicate the problem.
- When did it happen? Provide the date and time (including timezone) if possible.
- Any Error Messages: Include the exact text of any error messages you saw.
- Troubleshooting steps you’ve already tried (e.g., restarting the app, checking internet connection).
- Screenshots or short video recordings of the issue are extremely helpful for diagnosing bugs. Please attach them if possible.
If you are reporting Content or a User:
- Link or Username: Provide a link to the specific stream, video, or user profile you are reporting. If it’s a live stream issue, mention the streamer’s username.
- Reason for Reporting: Clearly state why you are reporting this content or user (e.g., violates Community Guidelines, spam, harassment, inappropriate content, cheating, copyright issue).
- Timestamp: If reporting something specific within a video or stream, provide the timestamp (e.g., “at 0:07 in the video”).
- Any relevant screenshots or evidence.
For General Inquiries, Feedback, or Feature Requests:
- Clearly state your question or suggestion.
- Provide context if necessary.
Thank you for helping us improve Genplay! We appreciate your feedback and reports.