Contacting Support
When and how to reach out to the Vixvvo support team for help beyond the FAQ library
When to Contact Support
While the FAQ library covers most common questions, some situations require direct assistance from the Vixvvo support team. This guide explains when to contact support, how to reach them, what information to include, and what to expect.
Tip: Always search the FAQ library first. Many issues can be resolved immediately using existing FAQs, saving you time waiting for a response.
Appropriate Support Requests
Technical Issues
Contact support for technical problems with the Vixvvo platform:
- • Bugs or errors that prevent you from using features
- • Login or authentication problems
- • Data sync issues between devices
- • Missing or corrupted data
- • Performance problems (slow loading, crashes)
- • Payment or billing errors
- • File upload failures
Account Issues
Reach out for account-related concerns:
- • Cannot access your account
- • Password reset not working
- • Email verification issues
- • Subscription or tier change problems
- • Billing questions or disputes
- • Account deletion requests
- • Data export requests
Feature Requests
Share suggestions for new features or improvements:
- • Request new dashboard features
- • Suggest workflow improvements
- • Ask about integration capabilities
- • Propose UI/UX enhancements
- • Request API access or custom integrations (Enterprise)
Enterprise Support
Enterprise users can contact support for:
- • Custom dashboard configurations
- • Team onboarding and training
- • Bulk data import assistance
- • API documentation and support
- • Priority bug fixes
- • Dedicated account management
What NOT to Contact Support About
These topics are covered in FAQs or Help Center:
- • How to use basic features (check Help Center first)
- • Questions answered in existing FAQs
- • General 3D printing advice (not Vixvvo-specific)
- • Feature explanations covered in documentation
Tip: Browse the Help Center and search FAQs before emailing. You'll often find answers faster than waiting for a support response.
How to Contact Support
Email Support
The primary support channel is email:
Send detailed descriptions of your issue, question, or request. Include screenshots and account information for faster resolution.
Using the Contact Button
The easiest way to contact support is through the Support page:
Step 1: Navigate to Support
From the dashboard sidebar, click "Support" to open the Support page
Step 2: Find Contact Card
Scroll to the right sidebar and locate the "Need More Help?" card (blue gradient background)
Step 3: Click Contact Support
Click the blue "Contact Support" button. This opens your default email client with support@vixvvo.com pre-filled and the subject line "Support Request - Vixvvo Dashboard"
Step 4: Write Your Message
Fill in the email body with your issue description and send
Support Hours
Support requests sent outside these hours will be addressed on the next business day.
Note: Support is closed on major US holidays. Expect delays around Thanksgiving, Christmas, and New Year's Day.
Writing Effective Support Emails
Essential Information to Include
Help support resolve your issue faster by including:
Account Email: The email address associated with your Vixvvo account
Subscription Tier: Free, Basic, Pro, or Enterprise (affects available features and support priority)
Clear Subject Line: Briefly describe the issue (e.g., "Cannot upload STL files" or "Billing charge question")
Detailed Description: Explain what you're trying to do, what's happening, and what you expected to happen
Steps to Reproduce: For bugs, list the exact steps that caused the problem
Screenshots/Videos: Attach visuals showing the error or issue (especially for UI problems)
Browser/Device Info: Browser name and version, operating system, device type (desktop/mobile)
Error Messages: Copy exact error text if any appeared
Example Support Email Template
Subject:
Cannot Calculate Cost - Calculator Error
Body:
Hello Vixvvo Support,
Account: user@example.com
Subscription: Pro Tier
Browser: Chrome 120 on macOS 14
Issue: When I try to calculate printing costs in the Calculator, I get an error message and the results don't appear.
Steps to reproduce:
- 1. Navigate to Dashboard → Calculator
- 2. Select printer "Prusa MK3S"
- 3. Select filament "PLA - Red"
- 4. Enter print time: 5 hours
- 5. Enter weight: 50 grams
- 6. Click "Calculate"
- 7. Error appears: "Unable to calculate costs. Please try again."
Expected behavior: Should show cost breakdown with material, time, and total costs.
Screenshot attached: calculator_error.png
This started happening today around 2:00 PM EST. It worked fine yesterday.
Thank you for your help!
Pro Tip: The more detail you provide upfront, the faster support can diagnose and fix your issue. Avoid back-and-forth by being thorough in your first email.
What to Expect
Response Times
Standard (Free/Basic/Pro): Within 24 hours on business days
Priority (Enterprise): Within 4 hours during business hours
Complex Issues: May require multiple exchanges. Initial response acknowledges receipt and provides timeline
Resolution Process
Here's what happens after you contact support:
1. Acknowledgment
Support confirms receipt of your request and provides a ticket number if applicable
2. Investigation
Team reviews your issue, reproduces if necessary, and identifies the cause
3. Response
Support provides solution, workaround, or next steps. May ask follow-up questions
4. Resolution
Issue is fixed, question is answered, or feature request is logged for development
5. Follow-up
Support confirms the issue is fully resolved and closes the ticket
If You Don't Hear Back
If you haven't received a response within the expected timeframe:
- • Check your spam/junk folder for support@vixvvo.com emails
- • Verify you used the correct support email address
- • Reply to your original email with "Follow-up" in subject
- • Allow extra time around holidays or weekends
- • Enterprise users can escalate to their account manager
Self-Service Resources
Before Contacting Support
Try these resources for faster answers:
FAQ Library: Search 50+ built-in FAQs on the Support page
Help Center: Comprehensive guides for all dashboard features at /help
Troubleshooting FAQs: Common issues like slow loading, login problems, and errors
Feature Documentation: Detailed walkthroughs for Calculator, Orders, Clients, and more
Tip: Use the search function in the Help Center or Support page to quickly find relevant documentation before emailing support.