Contacting Support
Where to ask for help, what to include so it is solved on the first reply, and how replies reach you.
Where to Ask
Every account can contact our team, on every plan. Paying customers are answered first. We aim to reply within 24 hours.
| Where | How |
|---|---|
| Support Center (ballengine.app/support) | Pick a topic (Billing & Payments, Copyright / DMCA, Technical / Bug, Account & Login, Feature Request, Partnership / Press or General), fill in the form and send. You get a reference code and an email confirmation. My tickets (/support/tickets) lists your tickets and their status. |
| Inside the Studio | Support on the rail (in the Menu on a phone) opens a form without leaving the Studio. A copy of your current Studio settings and basic browser details is attached so we can see your exact setup. No files, passwords or payment details are included. |
| [email protected]. Write from the address on your account so we can find it. |
What to Include
A clear ticket gets a real answer on the first reply: say what happened, what you expected, and what you already tried.
| Topic | Helpful details |
|---|---|
| Technical / Bug | The mode, your browser and device, and what you were doing when it happened. |
| Export problems | The resolution, frame rate and clip length, and whether it was a This device or Cloud render. |
| Billing & Payments | The order or invoice number, and the billing email if it differs from your account email. |
| Account & Login | The email on the account and the exact message you see. |
How Replies Reach You
While you have a ticket open, a round headset button appears at the bottom right of every page you visit signed in, the Studio included. It is your chat with our team: open it to read replies and answer them without leaving what you are doing. A badge appears on it when we answer, and we email you too. The button goes away once your tickets are closed and read.
Tip
- Ticket status shows as Open, In Progress, Your Reply Needed, Resolved or Closed.
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