Support

You can reach us four ways. Whichever you choose, include the diagnostic details below in your first message. That saves a round trip.

• Built-in support chat: Open Support from the taskbar for help in the context of the signed-in app.
• Meet us: Book a 30-minute Google Meet for a project, render-pipeline question, or issue that is easier to discuss live.
• Discord community: Ask the team and community for quick, non-private help.
• Email: Use hello@su.lu for private account, billing, or production questions.

Before contacting support

For a render issue, collect:

• organization and project name
• Job ID and the exact affected frame or range
• Blender major/minor and Superluminal add-on version
• timestamp with timezone
• upload mode, render pattern, image format, and relevant experimental toggles
• a downloaded log or the worker's final error, with secrets redacted
• short reproduction steps
• expected result and actual result

For a visual mismatch, include the full downloaded frame and a local comparison when you are allowed to share the scene content. A compressed web-preview screenshot is useful context but not proof of the original image data.

Never send secrets

Do not send passwords, access tokens, API keys, session files, signed upload/download URLs, payment details, or credential-bearing request headers. Redact them from logs and screenshots.

Fast self-checks

Reproduce one frame

Use the exact failed frame locally and remotely with matching settings.

Check current state

Confirm organization balance, project, job status, frame state, and the selected Blender and add-on versions.

Inspect logs

Select the frame in the job page, search the log, apply severity filters, and download it.

Separate packaging from rendering

If you suspect PROJECT path mapping, submit one representative frame as a ZIP job.

Preserve evidence

Record IDs and timestamps before deleting or duplicating anything.

Where to look first

• Add-on troubleshooting: Connection, projects, submission, paths, frames, and downloads.
• Job details: Use the frame workspace, operation chart, machine telemetry, and logs.
• Billing: Resolve blocked funds, capacity, checkout, or referral questions.
• Availability: Check whether a visible destination is still Coming Soon.