To help us identify, replicate, and resolve your issue as quickly as possible, please include the following details when emailing support@playable.video.
The more information you provide, the faster our team can troubleshoot and assist you.
What to Include in Your Email:
Subject Line
Provide a short summary of the issue.
Example: Video not compiling
Video Title
Include the exact video name as it appears in your Playable dashboard.
Device Type
Let us know where the issue is occurring.
Examples: Windows PC, MacBook Pro, iPhone, Samsung device
Operating System and Version
This can be found in your device settings.
Examples: iOS 15.1, macOS Big Sur 11.6
Email Client and Version
Specify the email platform and version being used.
Examples: Apple Mail 14.0, Outlook 365, Gmail
Description of the Issue
Clearly describe the problem and when it occurs.
Example: Video does not play when opened in Outlook 2016 on the desktop
Timestamp of the Issue
Provide the approximate time the issue occurred so our team can trace it in logs.
Screenshots or Screen Recordings
If possible, include visuals showing the issue. This helps speed up diagnosis.
Important: Send a Test Campaign
When reporting issues related to email rendering or playback:
Send the email as a campaign to support@playable.video
Do not forward or send a preview/sample email
Forwarded or test previews do not include the full technical data needed for troubleshooting.
Additional Help
You can also visit our Knowledge Base for tutorials and step-by-step guides that may help resolve common issues more quickly.
We value your feedback! Please take a moment to let us know your thoughts on the article by clicking the reaction button above.