Self-serve checks before support.

Use this page when the issue is still diagnosable.

If you can still retry the action and compare product state, stay in Docs first. Move to Support only after you have enough context to explain the failure precisely.

Notice

Support is for account-specific follow-up. Docs is for self-serve diagnosis and repeatable checks.

Run these checks first

Start with the most common procedural paths before you escalate.

1. 1

   Troubleshoot failed captures

   Reconnect the Client first, then collect request context before escalation.

   Open article
2. 2

   Find missing clips

   Check Clips and Recent before assuming the Clip never landed.

   Open article
3. 3

   Handle empty search results

   Confirm the clip first, then retry after indexing has had time to complete.

   Open article

When to switch to Support

Escalate only when the issue is clearly no longer explained by setup or processing lag.

1. 1

   The same failure repeats after reconnecting the Client and retrying the Capture.

2. 2

   The Clip never appears in Clips or Recent after the expected processing window.

3. 3

   You have a request ID, Clip ID, or checkout timestamp that points to an account-specific failure.

Related destinations

Use these shortcuts when you already know which path the issue belongs to.