Send us a support bundle: it is in Settings, not under "Help me"

You were asked to send a support bundle, you clicked Help me at the top of the app because that is where help sounds like it should live, and there was nothing there about it. One member wrote back with exactly that: "this is what I get when I click help me - nothing about support bundle". He was right, and the instruction he had been given was wrong. The support bundle lives in the Settings tab. This article covers where do I generate it, the order the steps have to happen in, what the zip file is called, and what it does and does not contain.

The dead end first: it is not under "Help me"

Help me in the top bar opens the Help buddy, a small chat window headed Booked Solid Help. It has two buttons of its own, Help center and Close, and that is all. There is no support bundle button in there, and there never was one. If a reply from us pointed you at Help me > support bundle, that was our mistake and we are sorry for the round trip it cost you. Skip that window entirely.

Where do I generate it

1. Open the Settings tab. It is the tab at the far right of the tab row in the right pane.
2. Stay on the General sub-tab and scroll down to the support section, headed Support logging.
3. The button is Generate Support Bundle. The Open the help center button sits right next to it.

The same button has been described to people in more than one way over time. Some of our own replies name it Settings > Support (Help) > Download support bundle. If the screen in front of you reads Generate Support Bundle under a heading called Support logging, you are in the right place: it is the same button and it produces the same file. A member told us his interface was worded slightly differently from our instructions, and he was right about that, so go by the section rather than by the exact wording.

Turn on support logging first, reproduce second, generate third

The order is the whole game here. A bundle generated before you reproduce the failure does not contain the failure, and it tells us nothing. Please do not reorder these.

1. In Settings > General > Support logging, switch the toggle on. The app confirms it with "Detailed logging is on. Reproduce the issue, then generate the bundle while this stays on."
2. Reproduce the failure once, with logging on. Do the exact thing that broke: open a fresh chat and ask Otto the same thing so it again reports the Gmail tools missing, or repeat the save that fails, or re-run the same Play. If it only misbehaves sometimes, leave logging on and carry on working until it happens again, then go straight to the next step.
3. Click Generate Support Bundle immediately after the failure, while the trace is fresh.
4. Attach the logs to your reply on the ticket, with two or three sentences: what you were trying to do, what you expected, and what happened instead.
5. Switch Support logging back off afterwards. Day to day use does not need it. It exists for exactly these moments.

The zip file: what it is called and where it lands

Clicking the button opens an ordinary Save Support Bundle dialog, so you choose the folder yourself rather than hunting for the file afterwards. The name is filled in for you and looks like Booked-Solid-Support-2026-07-23.zip, where the date is the day you generated it, and the folder it offers is your Downloads folder. On Linux you get the same bundle as a .tar.gz archive instead of a zip file, because stock Linux installs do not ship the zip tool.

When it finishes, the app tells you "Support bundle saved." and points you at bookedsolid@kivimedia.freshdesk.com. Attach that single file to the ticket you already have open, so everything stays in one thread. You do not owe us a covering essay. A line like "hoping this attachment of the support bundle helps" is genuinely fine, though the two or three sentences of context in step 4 above will get you a faster answer.

What does it contain

• App version, platform, and system facts: which build you are on and what machine it is running on.
• A safe settings summary: which integrations are switched on, your run settings, how many email and calendar accounts exist.
• Workspace counts: how many leads, conversations, queue items, and brain files you have. Counts, not contents.
• Recent app logs, redacted, plus any crash reports the machine kept (technical stack traces, no user content).
• With support logging on, structured troubleshooting actions and usage totals: which screens and controls were used, run settings, and timing.
• A one page summary named usage-digest.md, so whoever opens the bundle can see what ran without reading raw logs first.

What does the bundle send about my clients

Nothing. Before anything is zipped, a redaction pass strips home folder paths, email addresses, keys, tokens, and passwords out of the logs. Message bodies and your client work are never collected in the first place: no client names, no email contents, no notes. Your pasted API keys are not in it either. Keys live encrypted in the app's vault and are never shown again, so they do not travel with anything you send.

There is exactly one exception, and it only happens if you deliberately ask for it. From the top bar, open Advanced > Token history, click Flag on a single run, and tick Include this run's conversation before Save bundle. That bundle then carries that one conversation, redacted automatically and length capped, in a file you can open and read yourself before you email anything. Leave the box unticked and no conversation goes anywhere.

On a build older than 1.11.25? Update before you generate

From version 1.11.25 the bundle reports your actual permission levels: which integrations are enabled, the access level set on each connector in Settings > Permissions (Read-only versus Read & write), whether Web tasks use my own browser is switched on, and whether own browser routing is genuinely active. Bundles from before 1.11.25 carried only a count of enabled integrations and nothing at all about what each connection was allowed to do.

That gap has already burned one member. His bundle could not show the access value, we read a catalogue default instead, we told him his permission was stuck at look only, and it was not: it was already on Read & write. He had to send screenshots to prove us wrong. So hit Check for updates next to the logo, land on 1.11.25 or newer, and then generate the bundle. Send one from an older build and those permission details are simply missing, which leaves the same wrong turn open to us. One more note if you read it in an older email from us: 1.11.23 never actually published, so 1.11.25 is the version that matters.

Why it is worth the two minutes

Two real cases, both of which ended because of a bundle.

A member's gig saves were failing on every gig and every field. Our first theory was that his booking folder was sitting inside OneDrive. His bundle proved us wrong: his folder was plain and local, and the log showed the save failing with "no space left on device". It also showed the write failing in two separate places, on the booking folder's temporary file at BookingHQ/_config/automation-jobs.json.tmp and on the app's own settings.json.tmp in its Application Support folder. Two different locations on the same disk is how we knew the whole disk was full rather than the booking folder being in the wrong place. No screenshot would ever have shown that.

Another member spent weeks on Gmail drafts that would not save. Everything on his side checked out green. His bundle showed the direct Gmail tool programs were missing from the installed build entirely, no matter what he had configured, which was fixed in 1.11.16. His second bundle, plus the Dutch chat transcript he pasted, then turned up the real remaining cause: Gmail names the Drafts folder in your account's own language, so on a Dutch account it is Concepten, and the app was looking only for the English name. That was fixed in 1.11.32 for every language.

When we will ask you for one

• Own browser routing that will not take effect, no matter how the switches look.
• Any loop or repeated failure that survives a confirmed update to the current version.
• Anything we cannot reproduce on our own machines.
• A crash, freeze, or blank window that happens more than once. Generate that bundle after restarting: the crash record from the previous session is already in the logs.

You never have to re-tell the whole story on a follow up. We keep the bundles you have already sent on your ticket, so a later reply picks up where the last bundle left off.

If it still does not work

• If the app says "The support bundle could not be created. Check that the destination has room and try again.", the place you tried to save it to was full or not writable. Choose your Downloads folder and try again.
• If it says "Nothing was saved.", the save dialog was closed before a location was chosen. Click Generate Support Bundle again and confirm the save.
• If the button does nothing at all, quit Booked Solid completely, reopen it, and try once more before anything else.

Still stuck? Email bookedsolid@kivimedia.freshdesk.com with what you saw on screen and a person will help. If the bundle itself will not generate, say so in the ticket rather than going quiet: that failure is a clue in its own right, and we can work from your description while we sort it out.