Support
How to reach the OctaVideo team, and what to include so we can help quickly.
Real people answer every message, in Arabic or English.
Contact
| You need | Write to |
|---|---|
| Help with the console, a video, playback, the API or an invoice | support@octavideo.tech |
| An invite, sales, a larger plan, or anything else | help@octavideo.tech |
You can also open a ticket in the console: select Support in the top bar, then ask a question or open a ticket. Replies arrive by email and in the console.
What to include
Include what applies, so we don't have to ask:
- Library ID and video ID: copy them from the library sidebar and from File & delivery on the video's details page.
- The
request_idof a failed API call, from the error body or theX-Request-IDheader. - The page URL where the player fails, and the viewer's country if only some viewers are affected.
- When it happened, with your time zone, and what you expected to happen.
- A screenshot or screen recording if the problem is visual.
Never send your private key
OctaVideo support never asks for your library's private key. If you sent it by mistake, regenerate it in API & embeds → Custom Backend.
Moving from another platform
Moving a large library from another video host? Write to help@octavideo.tech with an estimate of the number of videos and hours. We'll help plan the import.