Important: How To Get Reallusion Support

Important: How To Get Reallusion Support

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https://forum.reallusion.com/Topic530835.aspx

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By Peter (RL) - 2 Years Ago

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.

To use the Feedback Tracker, please click the link below.

http://www.reallusion.com/FeedBackTracker/

2. Critical/Urgent Issues: If your issue is more critical, such as when it prevents normal usage of your software, then please contact the official Reallusion Support department. There we have a dedicated team of support personnel for each product who will work with you on a one to one basis to resolve any issues you may have as quickly as possible. Note: You can also contact Support for any purchase, membership or payment issues.

To contact Customer and Technical Support please use the link below. You can normally expect a reply within 48 hours Monday to Friday.

https://www.reallusion.com/CustomerSupport/UserEx/QForm.html

I hope this clears up any confusion. Please feel free to leave your comments below.

By Dev3DGen - 2 Years Ago

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

By teerapan - 2 Years Ago

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.

By Peter (RL) - 2 Years Ago

teerapan (4/28/2023)

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.

By waynewiz16 - 2 Years Ago

I have encountered a bug trying to use Support Ticket.

The error message is "

By lasagnaman - 2 Years Ago

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 !

By josadelk - 2 Years Ago

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?

By Peter (RL) - 2 Years Ago

waynewiz16 (5/17/2023)

I have encountered a bug trying to use Support Ticket.

The error message is "

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.

By Peter (RL) - 2 Years Ago

lasagnaman (5/21/2023)

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

By Peter (RL) - 2 Years Ago

josadelk (5/30/2023)

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?

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.

By machinesshotblasting - 2 Years Ago

Thanks I was really looking for this one , To get support in the problems I am facing

Thanks Bro

By Locutus - 2 Years Ago

Ich würde sehr gerne den Support von Reallusion in Anspruch nehmen. Allerdings kann ich immer noch kein neues Ticket eröffnen (ist seit ca. 2 Jahren schon so). Und bevor jetzt der ultimative Verweis auf die anderen Browser kommt, das habe ich als User schon selbst probiert. Kaum zu glauben, aber wahr.

By Peter (RL) - 2 Years Ago

Locutus (12/21/2023)

I would very much like to use the support of Reallusion. However, I still can't open a new ticket (it's been like this for about 2 years). And before the ultimate reference to the other browsers comes, I've already tried that myself as a user. It's hard to believe, but it's true.

If you have tried different browsers then it is most likely an issue where your security settings are blocking access. Normally though if you use the default security and permission settings you shouldn't have a problem.

Are you able to try on a different computer? If so then that should allow you to post a support ticket. Alternatively you can send an email instead to support[at]reallusion.com (change the [at] to @). This method is slower but your issue will still be looked into.

By Locutus - 2 Years Ago

Viele Dank für das Angebot, ich habe ihnen eine Email geschrieben.

By smitthomas96 - Last Year

Hi Peter,

I've been trying to make a purchase on your website since yesterday, but my card keeps getting declined. Is your payment platform working correctly? How can you assist me with this issue?

Thank you.

By Peter (RL) - Last Year

smitthomas96 (5/17/2024)

Hi...

Sorry to hear you have had problems purchasing from our stores.

I 'am not aware of any issues with our system, so to get this resolved, please contact Customer Support using the link below. They will be able to help you and can offer alterative payment options if needed.

https://www.reallusion.com/CustomerSupport/UserEx/QForm.html

By pitterson63 - Last Year

lasagnaman (5/21/2023)

Hello, it must be harming to lose audio with your Reallusion software. Other programs operate correctly, thus it could be a problem with the settings or a software conflict. Check the audio settings in each application to ensure they aren't muted or incorrect. Additionally, consider updating or reinstalling the software. "I hope this helps!

By il.zhukov - Last Year

hello! where can i get that stuff for CTA 5.3?

https://forum.reallusion.com/uploads/images/d26c8bd7-f6e5-44d3-ac67-cbfc.png

https://forum.reallusion.com/uploads/images/f5935869-1a38-4d3b-9866-54cb.png

By il.zhukov - Last Year

waiting for your answer

By il.zhukov - Last Year

Peter (RL) wait for your answer)

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