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All plans

Support

Open a ticket inside the app, with screenshots and your computer’s diagnostics, and get the reply right there.

Where it is in the app
Your account › Support
Plan
All plans
Section
Account and support

The numbers on the screen are the steps in Step by step.

What it does

Support works through tickets inside the app. Along with your message, the app sends the error history and your computer’s versions (3ds Max, SketchUp, V-Ray), with paths and file names encrypted. This saves back-and-forth questions and speeds up the reply.

Before you start

  • Be signed in to the app.
  • If you can, have a screenshot of the problem.

Step by step

  1. Open Support

    Click the avatar and then Support. The Talk to FLUIO screen shows Your tickets.

  2. Open a ticket

    Click Open a ticket and write in Description what happened and what you were doing.

  3. Attach screenshots

    Click Attach screenshots, drag the images in or paste them with Ctrl+V. Up to 5 per message, PNG, JPG or WebP.

  4. Send

    Check the Contact email and click Send ticket or press Ctrl+Enter.

  5. Follow the reply

    The app shows a Windows notification when support replies, even when it is minimized. The ticket is Open while it waits for support and Answered when it waits for you.

  6. Close it once it’s solved

    Click Mark as resolved. A closed ticket can’t receive more messages; to continue, use Open a new ticket.

Tips

  • An answered ticket closes on its own after 3 days without a reply from you. The screen shows the date.
  • Open logs folder opens the app’s logs folder, in case support asks for it.
  • Prefer email? Write to the contact address at the bottom of this page.

Common problems

When“You already have too many open tickets.”
What to doMark one as resolved before opening another. The limit is 10 open at the same time.
When“Too many messages in a short time.”
What to doWait a few minutes and try again.
WhenThe screenshot didn’t attach.
What to doUse PNG, JPG or WebP, up to 5 per message. Large images are resized automatically.

Keep going

All features
Didn’t find the answer?Open a ticket right in the app, in Your account › Support. It already includes your computer’s versions and the error history, and the reply arrives in the app.
How to open a ticket Write to us by email