Support & FAQ
Get help, find answers to common questions, and connect with the BetaHub community.
Frequently Asked Questions
General Questions
What is BetaHub?
BetaHub is a comprehensive platform designed for game developers to facilitate beta testing and compile user feedback efficiently. It offers developers the tools to set up projects, invite testers, and streamline the feedback management process. For testers, it provides a collaborative environment to report bugs, suggest features, and engage with fellow participants.
How much does it cost?
BetaHub can be used for free as the free plan has been designed to accommodate the needs of most indie developers. However, we offer Standard and Pro plans with additional features for developers with more extensive requirements. You can find more information about our pricing plans on our pricing page.
Where can I ask for help?
Our team is readily available for support and inquiries. Join us on our Discord server.
I want to integrate BetaHub with X platform. Is it possible?
We are continuously working on expanding our platform’s compatibility with various tools and services. If you have a specific integration request, please reach out to us on our Discord server or via email at .
How can I support you?
Your support is invaluable to us! You can help by spreading the word about BetaHub, utilizing our platform for your beta testing needs, and contributing to the community by reporting any bugs or suggesting new features.
I have a business inquiry. How can I contact you?
For business inquiries, partnerships, or any other related matters, please reach out to us at business@betahub.io.
Technical Questions
How can I integrate BetaHub with my game?
Integration with BetaHub can be achieved through our Unity Plugin and Unreal Plugin. These plugins allow you to collect bugs directly from a running game, providing a bug report form that can appear on specific events or user interactions.
How can I integrate BetaHub with my Discord server?
To link BetaHub with your Discord server and leverage our bot capabilities, please follow our detailed Discord bot integration guide.
When I try executing /set
or /info
commands in Discord, the bot responds with “You don’t have permission to do that.” What should I do?
For the security of your Discord server, only server owner or members with the Manage Channels permission can execute the /set
and /info
commands. If you still encounter issues, please ensure that your Discord user has been assigned the correct permissions.
How can I report a bug or request a feature?
We encourage our community to actively report any bugs or suggestions to improve BetaHub. You can do this through our Discord server in the #feedback channel, or by logging into BetaHub and submitting a new bug report or suggestion directly on the platform.
Account & Project Management
I can’t find a developer from another organization in my project invite list. What should I do?
You can only see organizations that you belong to. If you don’t see the organization you’re looking for, ask the organization owner to add you to it. Only then will you be able to invite developers from that organization to your project.
I closed the browser before copying my API token. What should I do?
Unfortunately, tokens can only be viewed once during creation. You’ll need to:
- Delete the token you just created
- Create a new token
- Copy it immediately this time
Can I regenerate or reset an existing token?
No, tokens cannot be regenerated or reset. You can only delete the existing token and create a new one.
How many tokens can I create?
There’s no strict limit, but we recommend creating only the tokens you actually need for better security management.
Will changing my password affect my tokens?
No, personal access tokens work independently of your password and remain valid even if you change your password.
Integration & Setup
My Unity plugin isn’t recording videos. What’s wrong?
Make sure you’ve installed FFmpeg through Tools → BetaHub → Install FFmpeg
in the Unity editor. The plugin requires FFmpeg for video recording functionality.
The Discord bot isn’t responding to commands. What should I check?
- Verify the bot has Send Messages and View Channels permissions
- Ensure your Discord user has Manage Channels permission or is the server owner
- Check if Discord slash commands are enabled in your server
- Use
/info
to verify the bot’s current permissions
How do I set up field mapping for external integrations?
- Go to Settings → Integrations in your project
- Select your desired integration platform
- Follow the connection wizard to authenticate
- Configure field mappings using the four available modes:
- Not Mapped - Skip the field
- Constant Value - Use a fixed value
- Map From Field - Direct field mapping
- Dynamic Expression - Template-based mapping
Troubleshooting
Common Issues
Game Engine Integration Problems
Unity Plugin Issues:
- Plugin not loading - Ensure Unity 2021.1 or later, check Package Manager installation
- FFmpeg errors - Run
Tools → BetaHub → Install FFmpeg
and restart Unity - Form not opening - Verify Project ID is correctly entered in the prefab inspector
Unreal Plugin Issues:
- Plugin not compiling - Check that the plugin files are in
YourProject/Plugins/BetaHubBugReporter/
- Settings not accessible - Verify the plugin is enabled in Edit → Plugins
- Blueprint errors - Ensure the plugin compiled successfully after installation
Discord Bot Problems
Permission Issues:
- Use
/info
command to check current bot permissions - Verify bot role hierarchy in Discord server settings
- Ensure required permissions are granted for enabled features
Setup Problems:
- Follow the three-step setup process in BetaHub project settings
- Verify Discord server ownership or Manage Channels permission
- Check that the bot is properly invited to your server
Functionality Issues:
- Listen Mode not working - Ensure channels are properly configured and bot has view permissions
- Threads not creating - Check thread-related permissions in bot role
- Notifications not sending - Verify notification channel settings and bot permissions
API and Integration Errors
Authentication Failures:
- Verify API token is correct and hasn’t expired
- Check Authorization header format:
Bearer YOUR_TOKEN
- Ensure
Accept: application/json
header is included
External Integration Problems:
- Verify credentials are current in external systems
- Check field mapping configuration for required fields
- Test with minimal field mappings first
Rate Limiting:
- Implement exponential backoff in your integrations
- Monitor rate limit headers in API responses
- Contact support if you need higher rate limits
Performance Issues
Slow Bug Report Uploads
Large Media Files:
- Compress images before uploading (use JPG for screenshots)
- Keep video files under reasonable sizes to avoid timeouts
- Upload files individually rather than in large batches
Network Connectivity:
- Check internet connection stability
- Verify no corporate firewalls are blocking BetaHub domains
- Try uploading from a different network if issues persist
Discord Bot Lag
High Server Activity:
- Enable Slow Mode on bug reporting channels
- Use thread mode to organize discussions
- Configure ignored users to reduce processing load
Getting Help
Community Support
Discord Community
Join our Discord server for:
- #general - General discussions and community engagement
- #support - Get help from community members and staff
- #feedback - Share suggestions and report issues
- #showcase - Show off your projects using BetaHub
Community Guidelines
Our community thrives on respect, inclusivity, and collaboration. To ensure a positive experience for everyone, please adhere to our Code of Conduct.
Direct Support
Contact Information
General Support:
- Join our Discord server for immediate community support
- Email us at hello@betahub.io for formal inquiries
Business Inquiries:
- Partnerships and enterprise sales: business@betahub.io
- Integration requests and custom development
Support Ticket Process
For Quick Issues:
- Post in the #support channel on our Discord server
- Search previous discussions for similar issues
For Formal Support:
- Log into BetaHub and visit the BetaHub Project Page
- Create a detailed support ticket with:
- Clear description of the issue
- Steps to reproduce (if applicable)
- Screenshots or error messages
- Your project ID and account information
Documentation and Resources
Additional Documentation
- Developer Guides - Complete setup and management guides
- Tester Guides - How to effectively participate in testing
- Integration Guides - Connect BetaHub with your tools
- Feature Documentation - Detailed feature explanations
Video Tutorials
- Getting Started - <div class="ratio ratio-16x9"> <iframe src="https://www.youtube.com/embed/OWpId1piT7A" allowfullscreen="allowfullscreen" title="YouTube video"></iframe> </div>
- Unity Integration - <div class="ratio ratio-16x9"> <iframe src="https://www.youtube.com/embed/fJMZxfvluwo" allowfullscreen="allowfullscreen" title="YouTube video"></iframe> </div>
- Game Facts Setup - <div class="ratio ratio-16x9"> <iframe src="https://www.youtube.com/embed/PI2huDfcTtc" allowfullscreen="allowfullscreen" title="YouTube video"></iframe> </div>
Best Practices
For Developers:
- Start with basic setup before adding advanced features
- Train your team on BetaHub workflows
- Regularly review and optimize your configuration
- Engage with your testing community
For Testers:
- Provide detailed, reproducible bug reports
- Include relevant screenshots and videos
- Respond promptly to developer questions
- Follow project-specific guidelines
Enterprise Support
Professional Services
Available for Enterprise Customers:
- Dedicated account management
- Custom integration development
- Team training and onboarding
- Priority technical support
Contact Enterprise Sales:
- Email: business@betahub.io
- Discuss custom requirements and pricing
- Schedule product demonstrations
- Request enterprise trial access
Service Level Agreements
Enterprise SLAs include:
- Guaranteed response times for support tickets
- Uptime commitments and monitoring
- Data backup and recovery guarantees
- Security compliance and auditing
Feedback and Improvement
How to Provide Feedback
Bug Reports:
- Use our Discord server #feedback channel
- Submit through the BetaHub Project Page
- Include detailed reproduction steps and context
Feature Requests:
- Discuss ideas in our Discord community
- Submit formal requests through BetaHub
- Participate in feature voting when available
Documentation Improvements:
- Report unclear or missing documentation
- Suggest additional tutorials or guides
- Share use cases that aren’t well covered
Roadmap and Updates
Stay Informed:
- Follow announcements in our Discord server
- Subscribe to release notifications in your BetaHub account
- Check our blog for major feature announcements
Beta Testing:
- Join our beta testing program for early access to features
- Provide feedback on experimental features
- Help shape the future of BetaHub
Emergency Situations
Service Outages
If BetaHub is unavailable:
- Check our Discord server for status updates
- Follow our social media for outage notifications
- Contact support if the outage persists beyond announced maintenance
Data Recovery
If you’ve lost important data:
- Contact support immediately with your project ID
- Provide details about what data was lost and when
- We maintain regular backups and can often restore recent data
Security Concerns
If you suspect a security issue:
- Contact support immediately via Discord or email
- Do not post security issues publicly
- Provide details about the potential vulnerability
- We take security issues seriously and respond quickly
Legal and Compliance
Privacy and Data Protection
- Review our Privacy Policy for data handling information
- Contact us for GDPR-related requests or concerns
- We’re committed to protecting user privacy and data security
Terms of Service
- Read our Terms of Service for platform usage guidelines
- Contact legal@betahub.io for legal inquiries
- Report terms of service violations through appropriate channels
Accessibility
We’re committed to making BetaHub accessible to all users. If you encounter accessibility issues or need accommodations, please contact our support team.