Support

How to reach us

Support is by email, at [support email]. Write from the address on your account where you can, so that we can find your workspace without asking you for it.

What to include

• the email address on your account, and the workspace or project name;
• what you expected to happen, and what happened instead;
• the exact wording of any error message;
• the project id, if the question is about a production — it is in the address bar of the project page.

Response times

We answer every message. Paid plans are answered first: within one working day on Pro Studio, and within four working hours on Enterprise Agency. Free and trial accounts are answered in the order received, normally within two working days.

Account and billing

Resetting a password, changing a plan and moving back to Starter are self-service. For an invoice, a VAT number on a receipt or a refund, write to [support email] with the date of the charge. The refund policy explains what we can do.

A render that failed, or looks wrong

A failed shot does not fail the production. Open the project and retry the failed step, or regenerate a single shot on its own. If a master is wrong, send us the project id and the shot number, and we will read the logs for that run.

Reporting a security problem

Please report a suspected vulnerability privately to [support email] rather than in public. Tell us what you found and how to reproduce it, and give us a reasonable time to fix it before you disclose it.

Status and incidents

If the app is unreachable, check whether a provider you depend on is reporting an outage. We post about incidents that affect the service from the same address you write to.