Support
One person answers this.
No ticket system, no chatbot, no queue. Write an email and I read it.
Replies come within 2 business days. That is the real number, not an aspiration — it is set deliberately longer than “24 hours” so it can be kept on a weekend.
Telephone
phone number not set
What to put in the email
Four lines, and most problems are solved on the first reply:
- Your Windows version and your DaVinci Resolve version.
- Your graphics card.
- What you pressed, and what happened instead of what you expected.
- The exact words from the Status row in the plug-in panel, if there are any.
If it is a crash or a pass that fails, a log is worth more than anything else you can send.Turning the log on takes about a minute and needs no terminal.
Before you write
- Install and activate — if the plug-in will not appear or will not activate.
- Troubleshooting — missing plug-in, memory, the trace not finding the ball.
- Requirements — if you are not sure your machine can run it.
Lost your key
Write from the email address you bought with and say so. I can re-send it. The key is not stored in your project file, so it cannot be recovered from a project — it has to come from the order.
Refunds
7 days, no reason needed. See the refund policy, or write and ask.
If you are unhappy with the answer
Reply to the same email and say so plainly — it comes back to the same person, not to a different queue. If that does not settle it, payments are handled by Paddle.com Market Ltd as the reseller, and you can raise a billing complaint with them directly through their buyer portal at paddle.net. Complaints about the software itself are acknowledged within 2 business days and I will tell you what I intend to do about them.