Help
- how do I contact support
- where do I send the log file
- how long until someone answers
- I want to suggest a feature
- the app will not open at all, how do i reach you then
- nervous about sending the log: viewer names and donation amounts are in it
Where to write
Inside the app: Help & Feedback in the sidebar. Three entries — Help, Ideas and Contact — reach the same person; they only sort the inbox. Writing from inside the app is better than the website, because the app can attach the log.
On the website: the Support card in your account at straimer.com/app. Use this when the application itself will not open.
Without an account: straimer.com@gmail.com. An account is only needed for the conversation inside the product, never for reaching us.
Answers usually come within a couple of days. There is no support department and no guaranteed response time — one person builds and answers everything.
What can be attached, and what is in it
Two optional attachments, both off unless you tick them:
- A summary of your setup — application version, operating system, installed modules with their versions and connection status. No names, no tokens, no folder paths.
- The log — the last 5000 lines of the chosen day. The log is written on your own computer and it does contain your viewers' display names, donation amounts and chat text. Access tokens and passwords are masked out of it automatically. It is stored for 30 days after upload and then deleted, and it is never sent to the AI provider.
Log files are kept on your computer for 10 days. Settings → Core → Logs folder opens them.
When support asks for detailed logs
Settings → Core → Detailed logs adds every internal event and request to the log file. Turn it on, reproduce the problem, then attach that day's log. Leave it off the rest of the time: over a long stream it grows the file to tens of megabytes.
What helps most in the first message
What you did, what you expected, and what happened instead. If an error code appeared on screen, quote it — a code can be looked up, "something went wrong" cannot.
How long a reply takes
One person answers, not a shift of agents: a reply usually comes within a day. The dot next to Help lights up when it does — there is no need to sit and wait, the app keeps working as usual.
A second message about the same thing cannot speed anything up: the same person reads the conversations in the same order.