Get Help

Get Support

We, the Photon Team ( sometimes referred to as Photonians :), are dedicated to help you. If you've got questions or your app doesn't work but you really wish it would, try any of these:

  • Start by checking the "Troubleshooting" section.
  • Take a look at our forum to see if the matter has not been posted there before. You could use the search feature and avoid duplicates. If nothing came up then you could ask a new question or start a new discussion.
  • If you did not get help on the forum within 48 hours or if the issue requires exchanging private information about your project: email us at developer@photonengine.com.

Get Support Faster

For quick turnarounds please include:

  • a short description of the issue in English. Preferably add screenshots or a short video if possible.
  • repro steps or minimal repro project. For Unity, make use of the export package feature.
  • details about the client environment used:

    • Send us the value of: PhotonNetwork.versionPun. Or get the "top" version from the "Assets\Photon Unity Networking\changelog.txt".

    • The platform details could be useful (device model and OS). e.g. iPhone X/iOS 10, Pixel 2/Android 8.0.

  • details about the server environment used:

    • Photon Cloud
      • Via email only: Drop us the AppId and the AppVersion used.
      • Let us know the Region and the Server Address.
      • If you have trouble with a specific room, send us the RoomName.
    • Photon Server
      • Hosting a Server? Let us know the Server SDK version. This is part of the SDK zip file name.
      • Add your logs.
      • The server machine details could be useful (OS, specifications).
  • details about the network environment when needed:

    • Send us the protocol used:
      • IPv4 or IPv6 (or DNS64/NAT64).
      • UDP or TCP or WSS, etc.
    • Modem, router or other network equipments used in the affected network (gateway or between client and server).
    • Via email only: We may request that you provide:
      • Public IP address of affected client(s) / server(s).
      • Results of ping or tracert/traceroute.

Get in Touch

We'd love to know what you want to read and see in our docs, whether that is more learning content or FAQs. If there's something you'd like to see that's not already in drop us your suggestion to developer@photonengine.com.

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