Support

Include the diagnostic details below in your first message.

• Built-in support chat: Open Support from the taskbar inside the signed-in app.
• Meet us: Book a 30-minute Google Meet for questions 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 the scene is shareable. A web-preview screenshot is context, not proof of 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

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

Check current state

Confirm organization balance, project, job status, frame state, and the 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, downloads.
• Job details: Frame workspace, operation chart, machine telemetry, logs.
• Billing: Blocked funds, capacity, checkout, referral questions.
• Availability: Check whether a destination is still Coming Soon.