Steps to troubleshoot

1. If you can’t get Animator to work, please:

2. If you’re new to Animator and you’re not sure how to do something, please start by checking our learning resources. We have video tutorials, blog posts, help articles and docs. You can find a comprehensive list of resources here.

 3. If there’s something wrong, please go to and use the search bar at the top to see if there are any articles dedicated to the problem you’re experiencing. In most cases, there are. Please try typing different keywords and phrases related to your issue.

4. If nothing else worked, please contact us. You can email us at or use the chat widget in our Help Center.

Information we need to help you

Please make sure to send all the information listed below when you contact us, so that we can address your problem faster. The more detail you include, the better we’ll be able to help you.

1. Include your Animator project link, which you can get from the Publish modal. 

2. Explain in as much detail as you can:

  • What you were trying to achieve

  • What you expected to happen

  • The steps you took right before the error occurred 

3. Make a screen recording of the problem, so that we can understand what you’re experiencing. You can use a tool like Loom, which allows you to record your screen and share a link; or Giphy Capture, and attach the recording to your message or email.

4. If this is not possible, the next best thing is for you to send us screenshots where the problem is clearly visible.

5. If the app crashed, please include the Reference error ID that shows up on your screen.

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