Email [email protected]. It is the only address photon has, and it is read.
What to include
| The app version | Settings ▸ About. |
| The device and system version | “iPhone 15 Pro, iOS 26.1”, or “Apple TV 4K, tvOS 27”. |
| The server | The product and its version — Jellyfin 10.9, Plex 1.41 — not its address. |
| The file | Container, resolution, video codec and audio codec. On a Mac, Playback Stats (⌘I) has all four in one panel. |
| What happened | What you pressed, what you expected, and what happened instead. |
A screenshot of Playback Stats is worth more than a description of a playback problem, because it carries the route, the tracks and the state of the buffer at once.
What never to send
Do not send passwords, tokens, or your server’s address. Nothing we can help with needs them, and we would rather not have them.
Before you write
| A playback problem | Try the same title on another device. That separates a file photon mishandles from a device that cannot decode it. |
| A connection problem | Open the same address in a browser on the same network, and say what answered. |
| Something that used to work | Say which version it last worked in, if you know. |
Crashes
If the app crashed, the crash report is more useful than a description. On iPhone and iPad, Settings ▸ Privacy & Security ▸ Analytics & Improvements ▸ Analytics Data holds them, named for the app; on a Mac they are in Console under Crash Reports. Attach the most recent one for photon.
Feature requests
Same address. Say what you are trying to do rather than only what you want added — the problem is usually the more useful half.