Get help: ask a question or contact support

Open Help & support

Open Help & support in one of two ways:

• On Your rooms, click your avatar to open the Account menu, then click Help & support.
• Inside a room, click the Help & support button (the ? next to the zoom controls on the canvas). You stay in the room while you use it.

Ask a question

The top of Help & support has a box titled Need help? Ask anything. It answers questions about using Pactto from these help guides, right in the panel.

1. Click the field (Ask anything about Pactto (e.g. How do I add an asset?)) and type your question in your own words, for example "How do I make someone in the room follow me?".
2. Press Enter or click the send button. Press Shift+Enter for a new line. A question can be up to 600 characters.
3. The answer appears below the field as it is written. Links in the answer open the matching guide on pactto.com in a new tab.
4. To ask a follow-up, type in the field again (it now says Ask another question). The assistant remembers the conversation, and the box shows only the latest question and answer.

If the guides do not cover your question, the answer says so. Click Still need help? Contact support under the answer: Pactto copies your question into Subject, and your question plus the answer into Details, then scrolls to the support form. Fields you already filled in are left as they are. Closing the panel clears the conversation.

Send a request to the Pactto team

1. Open Help & support.
2. Pick a Category: Report a bug, Request a feature, Account or access issue or Other.
3. Write a short Subject (up to 200 characters).
4. Describe the problem in Details (up to 5,000 characters). Include what you were doing and what you expected.
5. Optional: under Attachments (optional), click Add screenshots or recordings or drag files onto it. You can attach up to 5 files in PNG, JPG, MP4 or MOV format, each up to 200MB.
6. Click Submit request.
7. When you see Thanks. Your request is on its way to our support team., the request was sent.

Ask the community

The Help & support section also has a Join the Pactto community card. Click Discord to open the Pactto Discord, where you can ask questions and share tips.

If something goes wrong

• "You asked a lot of questions in the last hour. Try again later, or contact support below.": you reached the hourly limit for questions. Wait a while, or use the support form.
• "The assistant is unavailable right now. Contact support below.": the question box could not get an answer. Use the support form instead.
• "You can attach up to 5 files.": remove a file before adding another.
• "<file> is not a supported format. Use PNG, JPG, MP4, MOV.": convert the file to one of those formats.
• "<file> is larger than 200MB.": send a shorter recording or a smaller image.

Good to know

• Pactto adds technical details to your request (such as the app version, your browser and operating system, and the room when you send it from inside one) so the team can look into the problem faster.