Getting Help

TL;DR: If something isn’t working, contact support with the right info so we can fix it fast.

Before you contact support

Try these quick checks first:

Refresh the page and try again.
Confirm the product is published (not only in preview).
Test in a private/incognito window to rule out caching.
If it’s a model issue, test with a known working sample model.

If the issue persists, send us the info below.

What to include (copy/paste checklist)

When you contact support, include:

What you tried to do: (one sentence)
What happened instead: (one sentence)
Product name:
Link: product URL or preview link
Steps to reproduce: (1, 2, 3)
Screenshots or recording: show the full UI + the exact point of failure
Browser + device: (Chrome/Safari, Mac/Windows, mobile)
Time it happened: (include your timezone)

Screenshot tip: Capture the full interface and highlight the exact area that’s wrong.help-support-issue-report-01.png (ADD_IMAGE_LINK_OR_DROP_IMAGE_HERE)

Common issues we can resolve quickly with the right data

Model doesn’t load / viewer is blank

Send:

Product link
Model file name (GLB/GLTF)
Console errors (if you can capture them)
Screenshot of the viewer

Options don’t change the model

Send:

Product link
Which option (attribute/PCO) you clicked
Screenshot of the option panel + viewer result

Integration isn’t working (Shopify/Woo/Embed)

Send:

Store URL
Integration type (Shopify/Woo/Embed/Webhook)
Screenshot of your Integration settings
Any error message shown

How to contact support

Use the in-app help widget or your support email channel (based on your workspace setup).

Fastest path: message us from inside Amaspace and include the product link + screenshots.

help-support-contact-widget-01.png (ADD_IMAGE_LINK_OR_DROP_IMAGE_HERE)

What happens next

We confirm the issue and reproduce it.
We respond with either a fix, a workaround, or the next info we need.
If it’s a bug, we log it and keep you updated.