Need help with textbased.video? Email support@textbased.video and we'll get back to you.
What to include
The more we know up front, the faster we can help. When you write in, please include:
- Your licence key (or the email it's registered to) so we can find your account.
- The app version you're running. The extension shows it in the bottom-left of the textbased.video panel; the desktop app shows it in the bottom-left of the main window.
- The operating system you're on (e.g. Windows 11, macOS 14).
- What you were doing when the issue happened, what you expected, and what actually happened.
- A screenshot if the issue is visual.
Sending diagnostic logs
If textbased.video produced an error, the fastest way to help us reproduce it is to attach a diagnostic log bundle:
- In the extension, click the small bug icon in the top-left of the textbased.video panel, then Send logs to support.
- In the desktop app, click the bug icon in the top-left of the main window, then Send logs to support.
We'll receive a reference ID — quote it in your support email so we can match the logs to your message.
Response times
During the alpha, we aim to respond within two business days. Critical issues that block your work are prioritised — say so in the subject line if that's the case.
Your data rights (GDPR / UK GDPR / CCPA)
If you'd like a copy of the data we hold about you, want something corrected, or want it deleted, email support@textbased.video from the address your licence is registered to and tell us which right you're exercising:
- Access / portability — we'll reply with a JSON file listing every record we hold tied to your licence (the licence row itself, every machine activation, and every project invite code you've created).
- Correction — tell us what to change and we'll update the record.
- Erasure — we'll permanently delete your licence, every activation tied to it, every project invite code you created, and our own metadata record of emails textbased.video sent you. We'll also forward your erasure request to our email provider Resend so the email-body records they hold are removed from their systems. This is irreversible; let us know if you'd like an Access / portability copy first.
We respond within 30 days, in line with our Privacy Policy. Your access export arrives as a small .zip archive containing a machine-readable data.json, a human-readable summary.pdf, and a README.txt describing what's inside.
Other contact
- Privacy or data requests: support@textbased.video (see Privacy Policy).
- Terms of service questions: support@textbased.video (see Terms of Service).