“My video did not work” can describe several different problems: capture never started, a clip stopped early, playback was silent, an export failed or another app could not open the result. A useful support report identifies which step failed and what still works.
Fesi’s published support contact is support@fesiapp.com. Before writing, make a few notes so the report describes the problem accurately. You do not need to send an entire reaction collection as your first step.
Name the workflow and the failing step
Start with where you were in Fesi: an active Reaction Mode session, a recording in the Library, an edit, a save or a share. Then describe the last action before the issue occurred.
For example: “I opened a reaction from the Library, chose Trim & Share, changed the ending and tapped Share. Preparation showed an error before the destination opened.” This identifies a much narrower issue than “saving is broken.” It is an example report structure, not a claim about a known defect.
Separate the original from the exported copy
Open the source recording and note whether it plays correctly in Fesi. If it does, say so. If a saved copy behaves differently in another app, name that destination and describe the difference.
For an audio problem, say whether sound is missing in the original, only in the exported file or only during playback in one destination. The silent-video checklist helps make that distinction. Keep the source clip while investigating.
Record the exact message and basic context
Copy the error wording or take a screenshot that shows it. Include your phone model, operating-system version and Fesi app version when available. Mention whether the issue occurs every time or only happened once.
Also note details that change the reproduction steps: approximate clip length, selected output format, whether you were combining several clips, and whether the app was interrupted. Do not guess which internal component failed. The visible action and message are more useful than a diagnosis you cannot verify.
Use a short, harmless reproduction when possible
If you can reproduce the issue with a brief test recording, describe that sequence. Use footage you are comfortable testing with and avoid repeating a long export merely to gather another identical error.
Change one condition at a time. If you change the phone position, permissions, output shape and clip selection together, it becomes difficult to know which change affected the result. For capture issues, begin with the readiness checks; for an interrupted session, note the app switch or screen lock.
Review attachments before sending
Check screenshots for private conversations, faces, filenames and notifications you do not intend to share. Send only the evidence needed to explain the issue. A full portable archive can contain original recordings and session details, so it is not a routine replacement for a concise problem description.
A useful report ends with the result you expected: a playable clip in the Library, a saved video in device media or a file accepted by another app. Clear steps and a verified symptom give support a practical starting point without promising a particular response time or repair outcome.