Report a problem
A site does not work? One tap sends us what the app sees on the page, and we reply to your account's e-mail.
If a video is not found or a download fails, tell us with one tap: the app collects everything we need to sort it out by itself, so you do not have to describe anything.
Report a problem from the app
Where: Mac, Android, Chrome, and Safari · Plan: Free and Pro
Report a problem appears where something went wrong:
- in Found when nothing was found on the page;
- next to a download that failed — on the device or in the cloud.
Stay on the page where the video is not found, or open the failed download in Downloads.
Press Report a problem. There is no form to fill in: the report goes at once, and the button waits while it is being sent — one tap sends exactly one report.
You see “Report sent. We will reply to your account's e-mail.” The answer comes to the e-mail of your Video Tracker account.
What is sent
Next to the button the app says briefly what goes in the report. In full:
- the page — its address and title;
- what was found on it;
- the last error: stage, message, tool and HTTP status;
- your device, its system and language;
- the app's version and edition;
- the end of the app's log about this page.
What is not sent
- cookies, passwords and tokens;
- secret parameters of the page address — they are removed; of video addresses only the site and the path stay;
- other sites: log lines that mention anything except this page and its videos are removed.
If you are not signed in
Reports are sent from your account, so the reply has somewhere to go. Without signing in the app says “Reports are sent from your account.” and offers Sign in. If your account is blocked, there is no button: the blocked screen already shows the support address and Write to support.
If the report was not sent
Without a network, or if the server does not answer in 30 seconds, you see “The report was not sent:” with the reason, and Retry. What was found on the page stays on the screen.
The support form on the website
Where: the cabinet on the site · Plan: Free and Pro
In the cabinet open Support: enter the Page address, What you tried with and What does not work (The video is not found, An error while downloading, Something else), add Details if you like, and press Send. We reply to your account's e-mail.
Write by e-mail
You can always write to support@video-tracker.ru — for example, if you cannot sign in or your account is blocked. Add the page address and the error details (below): it helps us answer faster.
Error details
Where: Mac, Android, Chrome, Safari, and the cabinet on the site · Plan: Free and Pro
Every failed download has Error details: the stage, message, type, time, tool and exit code, HTTP status and work folder. They can be copied — paste them into a letter to support. Report a problem already includes the last error.
If the app crashes
Where: Mac, Android, and Android TV · Plan: Free and Pro
The app records what happened and offers you the report. On Android the screen “Video Tracker has stopped” opens right away. On Mac, “The previous run of Video Tracker crashed” opens at the next launch.
The report has the version, device, error and the last lines of the log. Press Share or Copy and send it to support@video-tracker.ru — the report is never sent by itself.
The browser extension does not close when it fails: its errors go to the log, which you can save with Download logs (JSONL) in the extension's settings.
A site that is not supported
Where: Mac, Android, Chrome, and Safari · Plan: Free and Pro
Instead of the found videos you may see “Video Tracker does not download videos from this site.” This means:
- the site was removed from the supported ones — for example, after a complaint from its rights holder. Its subdomains too; the server does not take downloads from it to the cloud or in the cabinet either (“This site is not supported.”);
- or this version of Video Tracker does not download from YouTube and similar sites — the versions from app stores and the Chrome Web Store do not.
The app learns the list together with the update check — nothing needs to be reinstalled. Files you already downloaded stay. Which sites work and which version you need — in Sites.
Complaints from rights holders
If you are a rights holder and believe Video Tracker breaks the law in relation to your resource, open For rights holders (the link at the bottom of the website). Give your name or organisation, the e-mail for the reply, the address of the resource, your grounds and what is wrong, and confirm you have the right to complain. You get the complaint's number, and we reply to the e-mail you gave. If the complaint is justified, the resource is removed from the supported ones.