Submit a request

Depending on your subscription type, you can submit a request or open a support ticket for the following issues:

  • Shapr3D Pro: Priority technical support for software, account, subscription, or troubleshooting issues.
  • Shapr3D Basic and Shapr3D EDU: Shapr3D issues such as crashes and data loss.

Tip

For questions about modeling or creating projects, check out our Help Center or visit our Shapr3D Community and social channels.

Create a support ticket

Requests you submit automatically open a support ticket received by our support team. An available support representative will get back to you via email once they receive your request.

Tip

In case of a project crashing, or completely or partially not opening, the support team can try to revert your project if you have Sync enabled. As long as Sync is enabled, your work is not completely lost. If you submit a request and provide Shapr3D consent to recover your work, our support team will do everything to help restore your project(s).

To submit a request,

  1. Go to Shapr3D Support.
  2. Click Log in to view all issue options.
  3. From the dropdown menu, choose an issue type.
    Note: If you’re unable to log in or have password reset-related issues, select the available issue type about account access.
  4. Fill out the form with all the required information. The basic information you need to provide are the following: Subject, Description, and Attachment. See Information to provide in support tickets below to learn what details you should provide depending on your issue.
  5. Once you’ve filled out all the information needed, click Submit.
  6. Wait for a support representative to get back to you via the email you provided.

Information to provide in support tickets

Subject

In the subject field, enter a subject that best summarizes your issue.

Description

In the description box, provide a brief description of your issue or concern. Follow the provided guidelines indicated below the description box on what not to include in your request:

Attachments

Attachments are optional, but we recommend that you submit a screenshot or screen recording for specific issues to help our support team collect information that can help resolve your issue faster.
Note: Check out Create screen recordings for your request to learn how to attach regular and larger files.

Important

If you choose to provide attachments of your work in your support ticket, please provide an explicit line in your description that you are giving Shapr3D consent to look at data related to your submitted file.

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