Support

Before you write

• Install and activate: the plug-in does not appear, or does not activate.
• Your first trace: the whole workflow, one step at a time.
• Troubleshooting: a missing plug-in, memory, the trace not finding the ball.
• Requirements: whether your computer can run it.

Found a bug? Ask in the Discord

The quickest way to report a bug or get help with a shot is the Ball Tracer Discord: you talk to the developer directly, and you can post a clip or a screenshot. Walkthroughs are on the Ball Tracer YouTube channel. More on the Community page.

Anything about your licence, a payment or a refund still goes to the email above. Never post your key in Discord.

What to put in the email

• Your Windows version.
• Which program you use Ball Tracer in, DaVinci Resolve or Premiere Pro, and which release of it you have.
• Your graphics card.
• What you pressed, and what happened instead of what you expected.
• The exact words in the plug-in's Status row, if there are any.

Send a support bundle

For a crash or a trace that fails, a support bundle helps most. Open the plug-in's Support group: in Resolve it is in the Inspector, in Premiere Pro in Effect Controls.

1. Press Prepare Debug Log straight after the problem. Nothing is sent yet.
2. Press Open Bundle if you want to read it first. It is plain text.
3. Press Send to Support, and put the reference code it gives you in your email.

• What is in it, and if sending fails

  Your licence key is never in the bundle, and your Windows account name is replaced in any file path. If sending fails, press Open Bundle and attach that file to your email instead. It is saved in %APPDATA%\BallTracer as a support- text file.

Your key and your download

Both are on your account page as soon as the payment clears: the key with a Copy button beside it, and the installers on the download page. The key is not stored in your project file, so a project cannot give it back.

If you cannot sign in, write from the address you bought with and say so. Support will help you back into the account the licence belongs to.

Refunds

14 days, no reason needed, whether or not you have downloaded it. When the refund goes through, the key stops working and the download leaves your account. See the refund policy.

If the answer does not settle it

Reply to the same email and say so. Payments are handled by Paddle.com Market Ltd as the reseller, and you can raise a billing complaint with them through their buyer portal at paddle.net. A complaint about the software itself is acknowledged within 2 business days, with what will be done about it.