Tell us what went wrong
Choose the closest question type first. The page will show the relevant checking steps; if the issue is still unresolved, send the necessary information to Hams Support.
Do not send passwords, payment credentials, or other unnecessarily sensitive information.
What type of problem are you encountering?
Choose the closest one. It can still be changed later.
Continue to review the troubleshooting stepsTargeted quick investigation
Problem solved
You can go back to Hams and continue what you were doing. If necessary, you can also read the tutorial below first.
First check whether the site is supported, then make sure the video or image has loaded.
Some sites are explicitly excluded, so Hams will not show download options there. On supported sites, a player or cover image does not always mean the actual video or image has loaded.
Confirm if the site is within the supported scope
Hams explicitly excludes 47 domains, including YouTube, Google, Netflix, Disney+, iQiyi, and Tencent Video. Hams will not show download buttons or detection results on those sites.
Continue browsing or start playing
Browse down to the content, open the media details, and start playback if needed.
Wait for the page to finish loading
On a slow network, media may take more time to load on the web page.
Check login and access permissions
Make sure you are signed in, the content is available in your region, and the page can be viewed normally. Hams does not detect media on sign-in or verification pages.
Refresh and try again
When the page loads abnormally, you can refresh the web page and let the media start playing again.
Hams supports common platforms, while other websites use general detection. Support is not guaranteed for every website, page, or media format. Hams does not bypass sign-ins, paywalls, or access controls. DRM-protected or encrypted content is not supported and will fail.
After completing the above checks, does the problem still exist?
First check the network, storage space and task status
Download tasks can be affected by network conditions, storage space, Android background limits, and the state of the webpage media.
Confirm that the network connection is stable
Check that the webpage is still accessible and that there are no interruptions to Wi-Fi or mobile data.
Check device storage space
High-definition videos and multiple tasks may require more space. Hams will not check the remaining space before downloading. If there is not enough space, the task will fail while writing the file. Please confirm that the device still has enough available storage.
View the actual status of the Download Center
The Download Center is divided into three tabs: "Downloading", "Completed" and "Failed". Status on task cards is represented by icons and colors, and there is no separate text status label.
Try continuing or recreating the task
You can try to continue, try again, or return to the web page and select resources again. Hams does not resume downloading from breakpoints. Resume and retry will re-download from 0 bytes.
Check system background restrictions
Power saving settings, background restrictions, network switching, or force closing apps may affect task execution. HLS (m3u8) tasks need to be transcoded on the device and are not protected by the system background. The app will be interrupted after it is ended.
When a normal download task fails, the original error code is displayed (for example http_403, ioFailure, permissionDenied), not a translated description. Expired media addresses, changes in login status, web page restrictions, or resource cessation may also cause the task to fail to be completed. Timeouts, rate limits, and server 5xx errors are retried automatically up to 2 times, and there is no upper limit for manual retries.
After completing the above checks, does the problem still exist?
Confirm your account number and purchase status first
Hams does not require an account to register or log in. The benefits follow the Google Play account used at the time of purchase, and synchronization also relies on a network connection. Please do not repeat purchases.
Confirm Google Play account
The Google Play account used by the current device should be the same as when purchasing the membership. After uninstalling and reinstalling or replacing equipment, the rights need to be reacquired by restoring the purchase.
Confirm network connection
Resuming purchases and benefit synchronization requires a normal network connection.
Use restore purchases
Use the currently provided recovery purchase entrance on Hams' membership or purchase page and wait for the status synchronization to complete.
Don't repeat purchases
If the payment has been completed but the benefits have not taken effect, please resume the purchase or contact support first, and do not purchase the same plan repeatedly.
Prepare order information
A Google Play order number and purchase time can be provided. Do not send payment passwords, card information or complete payment credentials.
After completing the above checks, does the problem still exist?
First confirm the file status and current location
Temporary files that are still being processed may not be played or managed properly.
Check out the Hams Download Center
Completed content should be viewed and opened first from the Hams Download Center. Files are saved in the device's public storage Download/Hams/ Directory will not be written to the system album.
Confirm that the task has been completed
Files that are still downloading or in a temporary state may not be played or managed properly.
Do not move temporary files
It is not recommended to use other file managers to move, rename, or delete temporary files that are still being processed.
Check if the file still exists
System cleanup, manual user deletion, storage permission changes, or external file operations may affect file status.
Check safe status
Private Vault (VIP) and Extreme Vault (SVIP) are two independent safes, and their files are not connected to each other. Both moving and restoring require unlocking the safe first, and then there are two paths: use the "⋮" menu of the file card, or click on the file three times in a row (within about 1.5 seconds). Every operation of the Extreme Vault requires authorization from the Internet, and the files in it cannot be opened when offline.
Vaults are available only on Android. Uninstalling apps, clearing data, or forgetting the unlock pattern may render the contents of the safe unrecoverable.
After completing the above checks, does the problem still exist?
Please try to describe the specific location where the problem occurs
The following quick checks can cover most problems that are not easily categorized.
Confirm that Hams has been updated to the currently available version
Reopen the app
Confirm network and storage status
Record the actions before the problem occurred
Prepare to take screenshots or short screen recordings
After completing the above checks, does the problem still exist?
Still unresolved, tell us the key information
The more complete the information, the easier it is to locate the problem. Please describe which step occurred, what you expected to see, and what actually happened. The support page will not automatically upload the content you fill in in the background.
At least 20 characters recommended.
The support page can be automatically prefilled when opening it from within the app.
Device unique identifiers are not automatically collected.
Question type: Occurrence steps: Problem description: Expected results: Actual result: Already tried: Hams version: Android version: Equipment model: Website language: English Related pages or features: I will add necessary screenshots or screen recordings in the mail app.
You can also send an email directly to hamsbrowser@gmail.com. When the email application cannot be opened, the support information is ready and you can copy the template and send it.
Just because the Mail app opens does not mean the issue has been submitted. Please review the content in the Mail app and click Send before the support request is actually sent.
This helps us find the problem faster
Send only details that help reproduce the issue. Do not include passwords, payment details, or unrelated private content.
Help us reproduce it
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Steps taken
Start from opening the app and describe what you did in order.
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Screenshots or recording
Attach screenshots or a short screen recording if they show the problem.
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Version details
Include the Hams version, Android version, and device model.
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Problem pattern
Tell us whether it happens every time and whether it still happens after trying again.
Remove unnecessary sensitive information
- account passwords
- card details or payment passwords
- verification codes
- full identity documents
- private media files
- unrelated chat history
- Private Vault contents
For purchase issues, you can include your Google Play order number, but do not include full payment card details.
Send only what is needed to solve the problem
Before sending, review the email and attachments and remove passwords, payment information, identity documents, private media, or any sensitive content that does not help with the issue.
The draft stays in your current browser and is not uploaded automatically. It is sent to Hams support only after you confirm and send it in your mail app.
You can also check these contents first
FAQ
View high-frequency answers related to finding downloadable videos and images, downloads, membership, and privacy.
Beginner's Tutorial
Learn about the complete process from opening a web page to completing your first download.
Demo tutorial
View basic usage, batch download and live media operation demonstrations.
Privacy Policy
Learn how Hams handles essential data and local content.
Once the problem is resolved, return to Hams and continue.
If you still encounter problems, please compile the necessary information and send a support email.