Support and Escalation
Find issue guidance and send product feedback to the RazorVid team.
Contact support
For account access, upload, render, or project issues, email support@razorvid.com. You can contact us here without signing in.
1. Quick help
For account, upload, render, or project access issues, review the guidance below. Signed-in users can also share product feedback through thefeedback form.
2. Severity levels
P1: service outage, auth failure that blocks sign-in, or no render path for active projects. P2: a major workflow issue that delays an event or prevents a user from completing an upload. P3: minor bugs, confusing UI states, or improvement requests that do not block core use.
3. Response expectations
We aim to acknowledge P1 and P2 issues in the same business day and share a next update within 24 hours. Lower-severity issues are triaged on the next support cycle.
4. Before you escalate
Please include the project name or invite code, affected user email, browser/device, upload or render timestamp, and any screenshots or error messages. This shortens triage and helps us resolve issues faster.
5. Safety and moderation
Report an inappropriate video angle from the project upload list, or block a contributor to remove their project access and prevent them from rejoining or uploading there. Reports are reviewed by RazorVid support. For urgent safety concerns, report the content in RazorVid and use the feedback form to provide additional context.