How To Get Reallusion Support (And When To Use The Forum)

It is a common misconception that the forum is the place to get official support from the Reallusion team. This is actually not correct.

The forum is primarily intended for user to user discussion where our helpful and talented community come together to help each other out. So for any "How do I" type questions the forum is the best place to post your question and in most cases you will get a reply and help from another member of the community quickly.

However, if you are looking for official Reallusion Support then there are two easy ways to reach out.

1. Non-Critical Issues: If your issue is non critical, such as when you encounter a bug, glitch or other annoyance, you should report these in the Feedback Tracker. The tracker is monitored by the relevant product teams who will investigate the issue and give you a status update in the tracker. You can also use the Feedback Tracker to post suggestions and wishful features for all our products and services.



                                                                

Peter
Forum Administrator

www.reallusion.com

This is a great help for anyone facing these issues. Thanks for taking the time, Peter.

Hello Peter,

Did you know that your support system failed to perform?
I tried to download a trial on your Reallusion Hub but it came up with an error , Product download was cancelled.
Then trying to open a ticket to your Support, after filling out all information in your form, the submission came up
with an error.

Please look into the Support system and Reallusion Hub ?  Thank you.

Hi...

The Support system appears to be functioning correctly and new support tickets are coming in as normal. The issue may have been a temporary glitch or be browser related. If possible, please try using a different browser and see if that resolves the problem. If you continue to have problems please post a screenshot showing the error message you receive.

However, if your support request is urgent, you can email support [at] reallusion.com but this generally takes a little longer than submitting a support ticket.

For the Reallusion Hub issue please post a screenshot showing the error message you receive. This will allow us to see exactly what the problem is. Thanks.


                                                                

Peter
Forum Administrator

www.reallusion.com

I have encountered a bug trying to use Support Ticket.

The error message is " 

Hi please please can someone help me i lost the audio on all my reallusion software each one iclone 7 and 8 and cartoon creator 4 everything works great with other apps with sound but not these 
please help me fix this! i have projects to finish and i cant do it without the sound! Please someone help asap ty ! 

Hi Peter, 
I've been trying to make purchase on your website since yesterday but it keeps declining my card. is your pqyment platform working fine? and how can you help me on this?

If you continue to have problems using the Support Form, I would try using a different browser if possible. Edge or Chrome are usually problem free. However, if the problem continues you can email Support using support[at]reallusion.com. This method is normally slower than using the Support form but will enable you to get help.


                                                                

Peter
Forum Administrator

www.reallusion.com

My first post in this thread explains how to get Support. Please refer to that and use the links provided. Thanks.


                                                                

Peter
Forum Administrator

www.reallusion.com

For purchase issues please contact Support using the link provided in my first post of this thread. They will be able to help you. Thanks.


                                                                

Peter
Forum Administrator

www.reallusion.com