Report a problem or contact support
In shortTo report a bug, open Ask Luna and click Report a bug with screenshots (in a project on a phone, More → Report a bug). Say what happened and how frustrating it is; MonstarX captures the page, your app's preview and the technical details, with password fields left out, and nothing is sent until you press Send report. For anything else, open a ticket in Support from the menu under your name.
When something goes wrong, you should not have to explain everything in words. MonstarX’s bug report captures what you are looking at and the technical details for you. For questions about billing, your account or anything else, the Support page keeps every conversation with the team in one place.
How do I report a bug?
Section titled “How do I report a bug?”-
Go to the page where the problem is — for example, the project whose preview misbehaves. The report photographs the page you are on.
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Click Ask Luna in the bottom-right corner, then Report a bug with screenshots at the bottom of its panel.
In a project on a phone, tap More (•••) and choose Report a bug instead.
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Under What happened?, say what you were trying to do and what happened instead.
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Under How frustrating is this?, choose one of five levels: Barely noticeable, Annoying, Frustrating, Very frustrating or Blocking me. The level sets how urgent your report is for the team.
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Check the Evidence. MonstarX has already captured the current page — and, in a project, your app’s preview.
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Optional: click Capture a section and drag around the part of the page that shows the problem. Press Esc to cancel. You can replace it with Replace section.
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Optional: click Add files to attach your own screenshots (PNG, JPEG or WebP), a PDF, a text file or JSON.
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Click Send report.
You see Report sent and your ticket number. The report becomes a support ticket, linked to your account and the project you were in, and you can follow it in Support.
What does a bug report include?
Section titled “What does a bug report include?”Captured for you:
- A picture of the page as you see it
- A picture of your app’s preview, when one is open
- The time, the page’s address, your browser, screen size and connection
- Recent warnings, errors and failed requests from the page
Added by you: your description, the frustration level, a close-up section and your own files. A report holds up to 6 pictures and files in total, counting the ones captured for you. Images up to 15 MB are compressed for you; PDF, text and JSON files can be up to 1.8 MB.
What stays private?
Section titled “What stays private?”- Password fields and anything marked private are left out of the pictures.
- Common secrets in web addresses and logs, such as keys and tokens, are hidden before sending.
- Nothing leaves your browser until you press Send report. Close the window and nothing is sent.
How do I contact support?
Section titled “How do I contact support?”For billing, account, technical questions or ideas, open a support ticket.
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Click your name in the top-right corner and choose Support.
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Click New ticket.
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Under What can we help with?, choose a topic: Bug report, Billing & payments, Account & access, Technical help, Feature request & idea or Something else.
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Write a Subject (a short summary) and a Message (what happened, what you expected and how the team can help).
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Optional: Add files — up to 6 files, 1.25 MB each and 5 MB in total: images, PDF, text, CSV, JSON, ZIP, Word and Excel.
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Click Create ticket.
You can also ask for a person from Ask Luna: click Talk to a person. Luna opens a ticket form with an editable excerpt of the recent chat about your issue, automatic page and preview screenshots when available, browser details, recent errors and a file picker. You can remove screenshots and edit or omit the chat before sending. If you tell Luna about a concrete bug, it offers the bug report window instead. Or email support@monstarx.com — Get help at the bottom of the Settings menu opens a new email for you.
How do I follow my tickets?
Section titled “How do I follow my tickets?”Your nameSupport lists Your tickets — the ones you opened and every bug report you sent. Search by subject or ticket number, and filter by status or topic.
| Status | What it means |
|---|---|
| Open | Waiting for the team |
| In progress | The team is working on it |
| Awaiting your reply | The team needs something from you |
| Closed | Done |
Open a ticket to read the conversation. To answer, write in the Reply box and click Send reply. MonstarX emails you when support replies. When you are done, click Close ticket; Reopen ticket — or simply replying — opens it again.
Can I get support in Japanese?
Section titled “Can I get support in Japanese?”Yes. When you use MonstarX in Japanese, support follows your account’s language: the emails about your tickets and bug reports (We received your bug report, replies from the team, a closed ticket) arrive in Japanese, and so do any messages about a report or ticket that can’t be sent, such as a file that is too large. A ticket you start from Ask Luna labels your conversation in Japanese too, and Luna itself answers in Japanese. See Language.
Frequently asked questions
Section titled “Frequently asked questions”Where is the Report a bug button?
It moved into Ask Luna. Open Ask Luna (bottom-right) and click Report a bug with screenshots. In a project on a phone, tap More (•••) and choose Report a bug.
Is my password included in the screenshot?
No. Password fields and anything marked private are left out, and common secrets in web addresses and logs are hidden. Nothing is sent until you press Send report.
How do I contact MonstarX support?
Choose Support from the menu under your name and click New ticket, click Talk to a person in Ask Luna, or email support@monstarx.com.
How do I suggest a feature?
Open a ticket in Support and choose Feature request & idea.
Where do I see the bug reports I sent?
In Support, under Your tickets. Every report becomes a ticket with the team's replies.