Contact Support

Customer and technical support are both available to help you get started with our products. Here are steps for contacting support as well as some general policies for receiving support.

Pre-Sales Support

If you need to ask some questions before you buy, we want to provide you with the information you need to make an informed decision.

Log into this site. If you have to be registered first before you can log into this site
Locate Open Support Tickets > Check Support Messages and select it
Select New Ticket and select the Pre-Sales Category
Fill in all fields completely and accurately

Customer Service

Where's my product? Can I purchase by method X? Customer service can't answer technical questions but they can help you with other issues.

Log into this site. If you have to be registered first before you can log into this site
Locate Open Support Tickets > Check Support Messages and select it
Select New Ticket and select the Customer Service Category
Fill in all fields completely and accurately

Franklin 3D support staff are available during normal business hours, Pacific Standard Time, and not available during legal US holidays.

Technical Support

After going through the documentation and FAQ, you are still stumped about an issue you are having with a product. We can help you.

Check our bug base first. If you know its not supposed to work that way - it may be a bug. Look at the Report a Bug section below if you think its a bug.
Not a bug? Log into this site. If you have to be registered first before you can log into this site
Locate Open Support Tickets > Check Support Messages and select it
Select New Ticket and select the Technical Support Category
Fill in all fields completely and accurately

Support staff may require that you send an small sample project that demonstrates the issue you are experiencing before diagnosing the issue.

Report a Bug

If you know the software isn't working right, you can submit a bug report that goes directly to our engineering team. When submitting a bug report, you should be prepared to send us a minimal piece of example code that isn't working right.

Make sure you are using the most receive version of the product and your system/graphics drivers are up to date
Log in to our bug base. You will need a separate site registration for the bug base
Check to see if your issue is already reported. If it is, you can track it and be informed with the problem is resolved
Fill in all fields completely and accurately

Support staff may require that you send an small sample project that demonstrates the issue you are experiencing before diagnosing the issue.

Add this page to your favorite Social Bookmarking websites