How can we help?

Before contacting support

1. Refresh BrainSync and confirm the internet connection is stable.
2. If using Zoom, verify that the meeting is active and reopen BrainSync from the Zoom Apps panel.
3. For participant issues, check that the host’s lobby is unlocked and the game has not ended.
4. Try the standalone join link and PIN shown in the host lobby.
5. Check the service health endpoint.

What to include in a request

• A concise description of what you expected and what happened.
• Whether you were a creator, host, participant, or Zoom guest.
• Approximate date, time, and timezone.
• The game PIN or activity title, if relevant.
• Zoom desktop/mobile client and operating-system version, if relevant.
• A screenshot with passwords, tokens, meeting links, and unrelated personal information removed.

Never send passwords, Zoom client secrets, AWS keys, authentication cookies, or private meeting credentials.

Common Zoom issues

Players see the host’s screen instead of an interactive app

Enable Collaborate Mode, Play Together, and Guest Mode in Zoom Platform Studio. During Local Test, Guest Mode Testing must also be enabled on every guest device. See the Guest Mode instructions.

No Play Together invitation appears

Confirm the host opened BrainSync inside an active meeting, launched a published activity, and selected Invite players. Participants can also open Apps → BrainSync manually or use the PIN/QR fallback.

Zoom reports an unsupported API

Enable the SDK capabilities listed in the Zoom guide, save the Surface configuration, remove and re-add the Local Test app, then restart Zoom.

Account, privacy, and abuse

For access, correction, export, account removal, or deletion requests, follow the verified request process. To report harmful or infringing user content, email support with the activity name, creator information if visible, and why the content should be reviewed.