What to prepare before contacting LlamaGen support

Before contacting support, check LlamaGen service status and open the article for the exact symptom. If the problem remains, include the information below in the first message.

Describe the problem

• What you expected to happen.
• What happened instead, including the exact error text.
• The smallest set of steps that reproduces the problem.
• Whether it happens every time or intermittently.
• What you already tried.

Identify the affected operation

• Account email and sign-in method.
• Product or tool name.
• Project, artwork, task, or transaction ID.
• Project URL when available.
• Date and local time with time zone.
• For billing: order or transaction ID and purchased product.

Describe the environment

• Desktop or mobile device and operating system.
• Browser name and version.
• Network type when relevant.
• Workspace or team context.
• File type, byte size, and pixel dimensions for upload problems.

Add useful evidence

Attach a screenshot or short screen recording that includes the visible error and relevant control. Crop unrelated personal information. For a difference between preview and export, attach both states and name the export format.

For browser-only problems, support may ask for console or network details. Do not create or share a HAR file unless requested, because it can contain sensitive request data. Remove authentication headers, cookies, tokens, and unrelated personal information before sharing diagnostic files.

Never send

• passwords or one-time codes;
• live email sign-in or password-reset links;
• session cookies or authentication headers;
• API keys;
• full payment card numbers or security codes;
• private source files that are not necessary to reproduce the issue.

Example report

Comic Studio panel 3 stays on “Generating” after I select Redraw. The project ID is [ID]. It started at [time and time zone] in [browser and version] on [device]. The status page shows no incident. I retried once, and the attached screenshot shows the current state. Credit usage [did/did not] change.