Before submitting a support ticket, review this checklist to help identify common issues and gather useful details for Studio Support. This guide ensures you’re working in an optimal environment with Studio Tools and provides clear information for support if needed. Following these steps can make your support experience faster and more effective.
Items to include in your ticket:
- Users affected: If you’re reporting on behalf of someone else, include the email address of the user experiencing the issue.
- Direct URL (tool link): Share the link(s) to the specific page where you are experiencing problems.
- Details of experience: Clearly describe the issue and provide as much detail as possible, including the expected behavior.
- Frequency and scope: Is this the first time the issue has occurred? If not, have you reported it before? If so, include any relevant ticket numbers to help avoid duplicate reports.
- Priority and context: Explain any blockers or deadlines the issue impacts and how your operational work is affected.
- Error messages: If you are allowed to share screenshots of the project you are working on, capture the exact error message with the whole screen included. Otherwise, submit a ticket and describe in detail what you are experiencing.
Ways to Report Issues and Questions to Studio Support
After checking the aforementioned items, copy and paste the relevant details and contact Studio Support through one of these channels:
- Submit a ticket via the in-app widget (? mark, Contact Support, Report a Problem, or Support button).
- Submit a ticket using the provided ticket form. Include your designated Netflix point of contact.
- Email support@netflixstudios.com and cc your designated Netflix point of contact.
Update Chrome Browser Version
Google Chrome is the recommended browser at Netflix. You may download and install through the Google Chrome Help Center. If you are using a different browser, raise a ticket and include the browser name and the version.
How to update your Google Chrome to the latest version:
- Open Chrome and visit: chrome://settings/help
- Wait for Chrome to check for updates and install them.
- Select Relaunch when prompted.
- If there is no Relaunch button, your browser is up-to-date.
- If you don’t see the Relaunch button, then your browser should be up-to-date.
Network Connectivity
- Run an internet speed test. Recommended minimum speeds: 50 Mbps down and 10 Mbps up.
- If speeds are low or connection issues persist, contact your local IT support and your ISP to check for possible network restrictions, such as a firewall.