Shapr3D Support is here to help with technical issues, account management, and anything that gets in the way of your work. The support team works directly alongside product engineers to investigate and resolve requests as quickly as possible.
For questions about modeling or creating projects, check out our Help Center or visit our Shapr3D Community and social channels.
Support availability by plan
Technical support coverage varies by plan. See below for what's included with your subscription.
- Shapr3D Basic and Shapr3D EDU: Support for Shapr3D issues such as crashes and data loss.
- Shapr3D Pro: Priority technical support for software, account, subscription, and troubleshooting issues.
- Shapr3D Enterprise: Dedicated support with priority access to the team for technical, account, and billing issues.
Note: For sales inquiries, pricing, or Enterprise plan questions, contact our sales team.
Submit a request
- Go to Shapr3D Support, or select Help ? in the modeling space and choose Contact Support.
- Select Log in to view all issue options.
- From the dropdown menu, choose the category that best matches your issue. To learn more, refer to the Support request categories section below.
- Fill out the form with all the required information. See Information to provide in support tickets below.
- Once all the information is filled out, select Submit.
- Wait for a support representative to get back to you via the email you provided.
Support request categories
Choosing the right category ensures your request reaches the right specialist as quickly as possible.
Note: Logging in gives you access to the full list of request categories. If you're having trouble, visit Password reset issues or Verify your Shapr3D account for help signing back in.
| Category | When to use it |
| Account Access, Pricing, General questions, or Data request | Login issues, pricing inquiries, general questions, or requests related to your data |
| Subscription, Management, Refund, or Billing | Subscription changes, refund requests, or billing and invoice inquiries |
| Troubleshooting, App Usage, or Technical Issues | Crashes, bugs, export failures, rendering glitches, or unexpected tool behavior |
| Education Licenses | Questions or issues related to Shapr3D EDU licenses |
Information to provide in support tickets
To help the support team investigate and resolve your issue as quickly as possible, include all necessary details.
Fields
| Field | What to include |
| Issue category | Select the category that best matches your issue from the dropdown |
| CC (optional) | Add any additional email addresses to keep teammates in the loop |
| Issue description | Select the specific issue type from the dropdown |
| Subject | Enter a subject that best summarizes your issue |
| Description | Briefly describe your issue and what steps lead to it. To learn more, refer to the Description details section below. |
| Attachments (optional) | Attach a screen recording, screenshot, or .shapr file |
Description details
| Detail | Why it's needed | How to find or prepare it |
| App version | Helps identify version-specific issues | Found under Settings or Preferences |
| System specs | CAD performance depends on hardware and drivers | Include OS (e.g., iPadOS 17, Windows 11) and GPU specs |
| Project name | Helps locate the affected project | The name of the project where the issue occurs |
| Steps to reproduce | Helps the team replicate the issue | Describe what leads to the problem |
Next steps
After submitting your request, the support team will review and respond as quickly as possible. Here's what to expect:
- Confirmation – An automated email confirmation is sent with your ticket reference number.
- Review – An engineer or technical support specialist will review your attached logs and project file.
- Resolution – Keep an eye on your email for updates from the support team. The team aims to resolve your issue in the first response, so including all required details upfront increases the chances of a first response resolution. If there are any follow-up questions, a prompt reply helps ensure a faster resolution.