Retrieve the logs for support

Why support asks for the logs

When you report a complex bug, the technical team needs precise details about what happened on your device:

• What action you were performing at the time of the bug.
• What exact error was generated.
• The app's state at that moment (memory used, active threads, network connections).
• The history of the last actions before the bug.

All of this is recorded in logs (technical journals) automatically by the app. These logs are inaccessible to the normal user by default, but you can export them to share with support.

Who this is useful for:

• You have a recurring bug you can't explain.
• Support asked you to send the logs after an initial ticket.
• You have a critical bug (data loss, erroneous transaction) that requires an in-depth investigation.

Who this is not useful for:

• Simple bugs solved by the standard solutions.
• General questions or feature requests.

How to retrieve the logs from the app

1. Go to Profile → Help → Retrieve my logs.
2. You see 3 options:
   • "Send directly to support": the logs are uploaded to our servers, attached automatically to your open ticket.
   • "Download to my device": a .log file is created on your phone, which you can attach manually to an email.
   • "Share": you pick an app (WhatsApp, email, etc.) to send the logs elsewhere.
3. Choose the option that fits. If you have an open ticket, "Send directly" is the most convenient.
4. The app generates the logs of the last 7 days (by default). You can choose a longer period (up to 30 days) in the advanced options.
5. Confirm.

The operation takes 5-30 seconds depending on the size of the logs. You get a confirmation: "Logs sent to support (size: 2.4 MB)."

What the logs contain (and don't contain)

What IS included in the logs:

• The list of actions performed in the app (timeline: "you opened event X at 2:22pm, you tapped 'Bet' at 2:23pm, etc.").
• Technical error messages (error codes, stack traces).
• Network connection states (without detailed content).
• Performance metrics (memory, CPU, battery).
• Technical versions (app, OS, phone model).
• Anonymized technical IDs.

What is NOT included in the logs:

• Your password: never logged, not even encrypted.
• Your 2FA codes: never logged.
• The content of your private messages: the list of sent/received messages appears, but not their content.
• The exact amounts of your bets (just "you bet on event X", not how much).
• Your detailed financial transaction history.
• Your KYC data (ID photo, selfie).

Retention: logs sent to support are kept for 30 days, the time it takes to resolve the ticket. Beyond that, they are automatically deleted.

Sending to support

If you chose "Send directly to support":

• The logs are automatically attached to your open ticket.
• If you don't have an open ticket, the app creates a draft ticket that you can finalize afterward with your bug description.

If you chose "Download to my device":

• The ktkarena-logs-YYYY-MM-DD.log file is in your downloads.
• Send it by email to support@ktkarena.com referencing your existing ticket.
• Add in the email: "Logs attached for ticket #BUG-2026-XXXXX."

If you chose "Share":

• Pick your messaging app (email, WhatsApp).
• Send to the support address.

Response time after sending the logs: generally 24-48h. Our technical team analyzes, identifies the problem, and replies with a diagnosis and (if possible) a solution.