Table of Content+
Choose the relevant topic and explain what happened. Accurate information helps distinguish link, processing-result, and file-storage problems.
Choose a Question Type
Video cannot be downloaded or the result is not as expected.
Audio or MP3 is unavailable, silent, or fails to play.
Photos are incomplete or the ZIP archive cannot be opened.
A Story or Douyin link fails to process.
The thumbnail or caption does not match the post.
Display, language, accessibility, or site-page problem.
Privacy question, copyright report, or general question.
Information That Helps Investigation
State the tool name, the message that appeared, the file type you selected, and your device and browser. If there is a reference code, include it. Give the approximate time of the issue and the time zone so the report is not ambiguous.
A post link is optional. Send only a link you have the right to share for investigation. If you attach a screenshot, hide personal information that is not needed. Explain whether the source can still be opened on your device.
Example of a Helpful Report
Made-up example: “I used the photo tool in Chrome on Android. The preview showed four images, but the ZIP contained only three. The third image was missing. I retried once. This happened at about 2:00 PM WIB.”
The example includes the tool, environment, expected result, and symptom. You do not need to copy every device detail. Add a public link only if you are willing to share it for investigation.
Do Not Send Secret Information
Do not send passwords, verification codes, login cookies, API keys, payment data, or identity documents for an ordinary download report. We do not need that information to understand the problem symptoms.
If your message concerns a privacy request or copyright issue, follow the instructions on the relevant page. Do not include unrelated data belonging to other people.
After a Report Is Sent
Keep the submission confirmation if one is provided. Sending a report does not mean a deleted or restricted source can be recovered. Some problems are on the source platform, in the browser, or with the device connection.
Service support address: [email protected]. Do not send the same report repeatedly when there is no new information. If there is an update, include the reference to your previous report.
Help You Can Read Now
For self-service steps, open SnapTik won't download. The Android, iPhone, and computer guides help when a file has already been downloaded but has not been found.