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:

Join our discord server to chat with the community or one of our team members when available.

• Start by checking the "Troubleshooting" section.
• For more contact options check this page.
• Premium Support is available in the Gaming Circle

Get Support Faster

For quick turnarounds please include:

• a short description of the issue in English: "expected behaviour" vs. "actual behaviour". How frequent is the issue? Does it happen for everyone and all platforms? In specific situations? What happens?

• can you reproduce this with one of our demos (modified or not)? Include repro steps or minimal repro project.

• details about the client environment used:

  • Send us the package version. You can get it from "Assets\PUNVoice\changelog.txt".

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

  • For Unity builds, let us know which Editor you use (including the third digit) and if you compile via IL2CPP or Mono.

• 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.

• add screenshots or a short video if the problem is something visual.