Support

Need help? Connect with Gan.ai’s support team for quick assistance, technical guidance, and personalized solutions.

How to Contact Support

1. Live Chat

• Use the Live Chat feature that is built directly into the Help & Support center available on the Gan.AI dashboard.

• This option is ideal for addressing quick questions, reporting bugs, or troubleshooting technical issues during normal working hours when immediate assistance is required.

1. Email Support

• Drop an email to [email protected]

• Please include relevant context, such as:

a. Your workspace/project name

b. Video / Project ID, if applicable

c. A detailed description of the issue you’re facing

d. Screenshots, error messages, or logs (if available)

With the above details, we will be able to help in a better and faster way.

1. Help Center / Documentation

• Visit the Help & Support Center to browse articles, tutorials, and best-practice guides.

• Use the search bar to find articles on setup, personalization, integrations, and more.

Common Support Scenarios

Here are some common issues for which users typically reach out, and how to optimize your support request:

Scenario	Best Practices When Contacting Support
Account / Login Issues	Share the email or method you used to sign up (Google/Microsoft), and a screenshot of any errors.
Video Not Generating / Processing Error	Include the Project ID, your plan type, and the exact error message or behavior.
Personalization Variable Not Working	Mention the variable name, sample CSV/data being used, and any preview results.
Integration Bugs (CRM, Zapier, etc.)	Provide details on your workflow, variable mapping, and any failure points.
Billing & Subscription	Share invoice number, subscription tier, and what action you want (upgrade/downgrade/refund).

Before Contacting Support — Self-Check Tips

To speed up support and potentially resolve issues faster, try these first:

• Check our Help Center thoroughly — many helpful articles already extensively cover the initial setup process, best practices to maximize platform usage, and solutions for common problems faced by users.

• Search the community forums or internal documentation available within your workspace, if accessible, to find answers and guidance from other users or administrators.

• Test using a smaller sample for personalization or integrations — try using a compact test CSV list to validate that variable mapping is working correctly.

• Restart your browser or app regularly, as this simple step often resolves unexpected behavior or caching issues that may disrupt your overall experience.

Gan.AI provides multiple ways to get help quickly and efficiently. You can use the built-in Live Chat for immediate assistance, email [email protected] with detailed project information for more complex issues, or access the Help & Support Center to browse tutorials, guides, and best practices. Before reaching out, checking the Help Center, testing with a small sample, and restarting your browser can often resolve common issues faster.