Customer Service

Need help with ALT VIDEO? You’re in the right place. Pick what you need below.

Set Up Your Movies

Setting up Jellyfin, Plex or Emby, or stuck on a TV that can’t find your server or a library that looks empty? See our free setup help and Library Check, a free Windows tool that finds the usual problems for you.

Report a Bug

Found something broken? Report it on Requests as a Bug Report. Other players can vote for it and add details, and you can see when a fix is on the way.

Please include:

  • What happened, and what you expected to happen.
  • The steps that make it happen again, if you can find them.
  • Windows, macOS or Linux.
  • Monitor or VR. For VR, which headset.
  • Where your movies come from: Plex, Jellyfin, Emby, files on your PC or Letterboxd.
  • Your Player.log file, if the game crashed or something failed to load.

Logs and screenshots can show your username, server address or other personal information. Review and redact them before posting. Send sensitive files privately to westonbdev@gmail.com instead of the public Requests page.

Report a Bug

Find Your Log File

ALT VIDEO writes a log file each time it runs. It is the most useful thing to send with a crash.

SystemWhere it is
Windows%USERPROFILE%\AppData\LocalLow\…\ALT VIDEO\Player.log
macOS~/Library/Logs/…/ALT VIDEO/Player.log
Linux~/.config/unity3d/…/ALT VIDEO/Player.log

The … is one folder: open it to find the ALT VIDEO folder. On Windows, paste the start of the path into the File Explorer address bar. On macOS, use Finder’s Go > Go to Folder. Player-prev.log next to it is the run before.

Ask on Discord

Have a question or want to talk it through? Join the ALT VIDEO Discord and check #faq first. ALT VIDEO staff will never send you a game file. Ignore direct messages from anyone claiming to be ALT VIDEO support.

Support the Game

Want to help ALT VIDEO get made? Wishlisting it on Steam is free, or you can chip in or subscribe on Twitch: see ways to support ALT VIDEO.

Privacy & Deletion

For privacy, access or deletion requests, email westonbdev@gmail.com. See our privacy notice for details. Please keep credentials and private records out of the public Requests page.

Purchases & Refunds

ALT VIDEO is a Steam game, so Steam handles payments, keys and refunds. Go to Steam Support, choose Purchases, then ALT VIDEO.