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Work with Kami Support

Want your issues resolved quickly? Learn the best practices for contacting our support team, including what info to provide and how to send a help recording.

Updated over 2 weeks ago

If you've encountered a bug or issue, you can submit a report to the Kami Support team directly via our support email (support@kamiapp.com) or by selecting the question mark icon in the bottom-right corner of the Kami App, then selecting Email support.

The more information you can provide, the faster we can investigate the issue.

Helpful things to include in a bug report

Your Kami Diagnostics Information

We kindly ask you to include your diagnostic information by visiting the Kami Diagnostics website at https://web.kamihq.com/diagnostics and clicking the Copy to clipboard button. Once you have it copied, you can simply paste it into your email.

How to send your Kami Diagnostics Information to support

List of information submitted from your device via the Diagnostics Page

Browser Title

Browser Version

Browser Language

OS Title

Viewport Size

Screen Size

DPR

Touchscreen Status

Number of cameras

Country code

Local storage status

Share more details about your issue

The Kami support team may ask you some additional questions about your setup. This will help us to identify where the issue might be occurring. You can include these in your initial message to speed up the process:

  • Are you experiencing this issue in the Kami App itself or within your Learning Management System?

  • Does the problem persist after restarting your computer?

  • Does the problem persist across different internet connections? Or on different browsers?

  • Is anyone else in your School experiencing this issue?

A video recording of your issue

The best way for us to identify the issue is to observe it in action. We recommend including a short video that shows both the error and the actions you took before encountering it. You can record a video directly in the Kami App by selecting the question mark icon in the bottom-right corner, then choosing Send help recording.

If you're unable to take a video, please include:

  • A detailed description of the behavior. For example, whenever I export a file from Kami, I get an error saying the export failed.

  • Step-by-step instructions for reproducing the issue.

  • A screenshot of the error message, issue, or unexpected outcome.

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