Help

Contact support

How to reach Matelume support, what to include so we can help quickly, and what never to send.

Matelume Guide. Upcoming features are marked separately.

E-mail [email protected]. Before you write, the Troubleshooting page and the FAQ may already have your answer.

What to include

The more of this you send, the faster we can help:

• Your Matelume version. Find Matelume in Windows Settings > Apps > Installed apps; the version is shown beside it.
• Your Windows version and your PC's processor, memory and graphics card. The This PC line on the Export step lists them.
• What you were doing: the material type, the step, the quality, and what you clicked just before.
• What happened: the exact message, word for word, or a screenshot of it.
• For a build that stopped: copy the lines of the build log shown on the picture side of the Export step.
• For an add-on or plugin: your Blender or 3ds Max version, and your V-Ray or Corona version.
• For your plan or your PCs: write from the e-mail address of your Matelume account.

Only send an image or a material if you're allowed to share it. Remove client names and unrelated file paths from what you send.

Never send

• passwords, including your Google or Microsoft password;
• sign-in codes: the link code Matelume shows, or codes sent to your e-mail;
• card or bank details;
• keys or tokens of any account.

Billing and refunds

Purchases go through Paddle, Matelume's reseller. For receipts, payment methods or cancelling, use the link in your Paddle receipt, or Manage billing on My account at matelume.com. The Refund Policy explains refunds.

A lost PC or a locked account

If you've lost a PC and can't unlink it, or you've reached the limit of one PC replacement every 30 days, write to support from your account's e-mail address and say which PC you want removed. See Your PCs.