Troubleshooting
Contact Support
Prepare a support request with enough context to diagnose the meeting quickly.
If self-service troubleshooting does not resolve the issue, contact support with high-quality context.
How to contact support
Section titled “How to contact support”- Email support@hyper.chat and include the prepared context in the first message.
- If your deployment has a workspace-specific support portal or escalation channel, open the ticket there too and attach the same details.
- For rollout blockers, tell support whether the issue affects one meeting, one user group, or the whole deployment.
What to include
Section titled “What to include”- Workspace slug
- Meeting ID or session ID
- Approximate timestamp and timezone
- Affected users and environment details
- Observed behavior and expected behavior
Helpful attachments
Section titled “Helpful attachments”- Network metric screenshots
- Error messages from the UI
- Reproduction steps (if repeatable)
Urgent rollout blockers
Section titled “Urgent rollout blockers”For urgent rollout blockers, include business impact, the deadline window, and whether the issue blocks one meeting, one user group, or the whole rollout.
Before you escalate
Section titled “Before you escalate”- Reproduce once on the same environment if it is safe to do so.
- Note whether the problem is local to one user, one network, or one meeting.
- Link to any relevant network test or admin policy review if the issue may be systemic.