Issue Intake

Use this guide for bugs, account or billing problems, video playback issues, VTT and Atlas problems, and desktop app failures. Include enough relevant detail for the problem to be investigated without exposing private work.

Last updated: July 26, 2026

Where to send reports

Send reports through the issue intake page or email Loading support email. Use a clear subject such as Bug report: VTT fog reveal desync or Billing issue: checkout invoice did not unlock access.

Useful details

Product name and account email or username.
Affected page, channel, campaign, or video URL when relevant.
Timestamp with timezone and whether the issue is still happening.
Browser and operating system, or desktop app and version.
Steps to reproduce, expected result, and actual result.
A sanitized screenshot or recording when it does not expose private content.

Mark urgent impact clearly

Say if the site or a core product is unavailable.
Say if you cannot access your account, a paid entitlement, or an active session.
Say if you suspect a security incident, unauthorized access, data loss, or harmful content.
For routine bugs, mention whether a workaround exists.

Aethera support is not an emergency service. If someone is in immediate danger, contact the appropriate local emergency service.

Protect private work and account data

Do not send passwords, API keys, payment details, seed phrases, sign-in callbacks, private messages, raw logs, private projects, maps, recordings, or campaign content. If support needs an artifact, it will ask for a specific sanitized item.

What happens next

Reports are reviewed by impact. Account access, safety, suspected security incidents, billing problems, and possible data loss are prioritized before routine bugs and feature requests. Confirmed product defects are tracked for investigation and release work.

Response time varies with impact and available staffing; Aethera is not currently staffed as a 24/7 support desk. See how reports are prioritized.