Skip to content
PrintPort3DDocs
DocsHelp

Getting support

How to reach the support team, when to use each channel, and what to include in your message.

4 min read

A person reads and replies to every support request. This page lists the ways to reach us, explains when to use each one, and describes what to include so we can resolve your issue quickly.

Support channels

There are four ways to get help, and they route to the same team. Email is the primary channel and the most reliable way to get a reply. When you are unsure which to use, email us.

All four channels reach the same team. Email is the primary channel.

ChannelBest forWhere to find it
EmailAny question, and the most reliable replysupport@printport3d.com
Get help with thisA problem with one specific orderThe order drawer in your Orders book
AI assistantQuick answers and filing a bug reportPrintPort pages outside your Workspace
Contact formReaching us before you have an accountThe public /contact page
  • Email
    Best for
    Any question, and the most reliable reply
    Where to find itsupport@printport3d.com
  • Get help with this
    Best for
    A problem with one specific order
    Where to find it
    The order drawer in your Orders book
  • AI assistant
    Best for
    Quick answers and filing a bug report
    Where to find it
    PrintPort pages outside your Workspace
  • Contact form
    Best for
    Reaching us before you have an account
    Where to find itThe public /contact page

The in-app Support desk is in development

Your Workspace includes a Support area, but it is currently a preview: there is no ticket list or reply thread wired into it yet. Until that ships, use email or the AI assistant to reach us. Every Support and Get help link in the app directs you to those channels.

Email

Write to support@printport3d.com for any question: a stuck order, a billing question, a file that will not analyze, a feature request, or a check on whether something is expected behavior. It reaches the same team that handles everything else, and you can attach photos and files directly.

A person reads every message and replies by email. If your question is about a specific order, include the order number in the subject line so we can locate it immediately. The section below lists what else to include.

Getting help with a specific order

Some order problems are not self-serve by design, including a package that did not arrive, a wrong or incomplete address, a quality complaint, and a customer replacement request. On these orders the drawer shows a Get help with this button instead of a fix button. It currently opens the /support page, which is still in development, with the order number carried in the link. Nothing is created or attached yet.

Because the in-app desk is still in development, the reliable way to complete that hand-off is to email support@printport3d.com and include the order number. You can find it on the order’s row in your Orders book.

Refunds use a separate button

Requesting the make cost back on an order is not a support message. Use the Request refund button in the order drawer, which is reviewed by our team. See Refunds & replacements for how it works and when the button appears. Delivery, address, and quality problems do route to Support.

AI assistant

PrintPort includes a built-in assistant, powered by Claude, that answers from our support knowledge base. It appears as a chat bubble in the bottom-right corner. Ask a question in plain language, such as how shipping times work, which file formats we accept, or how pricing is calculated, and it answers from our published documentation.

  • Answers common questions from the PrintPort knowledge base
  • Files a bug report for you, which creates a ticket the team sees
  • Looks up and checks the status of tickets you have already opened

When a question is beyond what the assistant can resolve, it provides an Open a Support Ticket button so you can escalate to a person without retyping your question.

What to know about the assistant

The assistant is not always correct, and it says so. For anything money- or order-critical, confirm with a person by email. It also runs outside your Workspace: it appears on PrintPort pages such as account onboarding, but is deliberately hidden across the Workspace itself (Overview, Orders, Catalog, Finance, Settings, Studio, Support) to keep those screens focused. You must be signed in with an email for it to appear, and very long conversations are capped. If it asks you to start a fresh chat, that is expected.

Contact form

You do not need an account to reach us. The public contact page has a short form for your email, subject, category, and message. Submitting it opens a support ticket the same way an email does. Use it when you are still evaluating PrintPort or cannot sign in.

The public form does not accept attachments

The public form does not take file attachments. If you have a screenshot or photo, describe the problem in your message and we will follow up. Once you are signed in, you can email the file to us directly.

What to include in your message

Providing detail up front avoids a round-trip. Whichever channel you use, include the following where it applies:

  • The order number, if the issue is about an order — it is on the order’s row in your Orders book
  • What you expected to happen, and what actually happened
  • Which store or platform the order came from
  • Any error message you saw, copied word for word
  • Photos of the problem, for a print-quality or delivery issue
  1. 1

    Choose a channel

    Email for any question, the order’s Get help with this button for a specific order, the AI assistant for a quick answer or a bug report, or the contact form if you do not have an account yet.
  2. 2

    Include the details above

    The more of that list you provide, the faster we can act, especially the order number and a clear description of what you expected versus what happened.
  3. 3

    Watch for the reply

    When the team replies to a ticket, you receive an email, and a mobile push notification if you have the app. Reply to continue the thread.

Next steps

TroubleshootingFixes for the most common problems, often faster than writing in.Refunds & replacementsThe Request refund button, when it appears, and what our team decides.Fix order problemsDeclined cards, unmatched SKUs, and bad addresses: what you fix and what routes to us.FAQQuick answers to the questions sellers ask most.