Support and feedback
All the ways to get help with Bitgrain or tell us what you think: the help chat, support tickets from the /support page or inside the app, the feedback form, and email. Bitgrain is made by one person, and every message is read by the person who wrote the code.
Which one should I use?
| You want to | Use |
|---|
| A quick answer about a feature, an effect or pricing | The help chat, or these docs |
| Report something broken | A ticket, type bug |
| Ask for a feature or an improvement | A ticket, type feature request or improvement |
| Share how Bitgrain fits your work | The feedback form |
| Sort out a payment, licence or refund | Email with your transaction ID |
| Ask for free access | The Ask for free access link on the pricing page |
The help chat
A small animated button sits at the corner of most Bitgrain pages. Click it to open the help chat and ask anything about Bitgrain: effects, exports, pricing, where a setting lives.
- When the chat is empty, it suggests questions that fit the page you are on.
- If your question sounds like a bug report or a feature request, the answer can include a Report this as a ticket button that opens the ticket form with the details already filled in.
- The chat header and the empty chat both have a Report a bug or request a feature button.
- For some questions the chat offers a button to book a short call.
The help chat is hidden inside the studio editor and the video editor so it never covers your canvas or timeline. Use the bug button in their top bars instead.
The chat answers from Bitgrain's own documentation. If an answer seems off, these docs and a ticket are the reliable route.
Tickets
Tickets are how bugs and feature requests get tracked. Each one gets a number, a status and a conversation thread, and you get replies by email.
Raising a ticket on the support page
The support page works without an account.
- Open /support.
- Under what is this, pick bug, feature request, question, improvement or something else.
- Write a short summary.
- Describe the problem or idea in the larger box. For a bug, the box prompts you for what happened, the steps to reproduce it and what you expected instead.
- Set the priority (low, normal, high or urgent) and, if you like, the area: editor, studio, video, export, templates, mockups, account, billing or other.
- Enter your email (required) and, optionally, your name.
- Click send it.
You see "logged as ticket #" with its number, and a confirmation email arrives with a link to track it.
Raising a ticket from inside the app
You do not need to leave what you are doing. The report a bug or request a feature button (a bug icon) is in:
- The top right of the image editor.
- The top bar of the studio editor.
- The top bar of the video editor.
- The help chat.
- The Tickets section of your account page, as new ticket.
The form is the same as on the support page. If you are signed in, it skips the email field and uses your account's email. The ticket also records the page you were on, which helps reproduce the problem.
Tracking a ticket
- Signed in: open the account page and look under Tickets. Each ticket shows its number, title, type and status. Click it to open the full thread and reply.
- Not signed in: use the link in your confirmation email. It opens the ticket on the support page, where you can read replies and add a reply.
Replies from Bitgrain are marked bitgrain, and status changes appear in the thread as updates.
| Status | Meaning |
|---|
| open | Received, not yet looked at in depth |
| in progress | Being worked on |
| planned | Accepted and scheduled |
| resolved | Fixed or answered |
| closed | Finished |
| won't fix | Considered, but it will not be changed |
What makes a good bug report
- Your browser and operating system, with versions if you know them. Most rendering problems are specific to one browser or one camera's RAW format.
- The steps that make it happen, starting from a fresh page if you can.
- The file you were working with, if you are able to share it.
- What you expected and what happened instead.
- A screenshot or short screen recording.
The feedback form is a short, one-question-at-a-time survey about how you use Bitgrain. It is the best way to shape what gets built next. Only your name and the recommendation score are required, everything else can be skipped.
It asks:
- Your name and email.
- What best describes you (designer, musician or artist, photographer, content creator, student, agency or studio, or just exploring).
- Why you started using Bitgrain and what you make with it.
- Which effects you reach for most.
- How often you make design work, and how you found Bitgrain.
- How likely you are to recommend Bitgrain to a designer friend, on a scale from zero to ten.
- What gets in your way the most, how the pricing feels, and what would make Bitgrain worth paying for.
- Whether anything almost made you stop using it, and anything else you want to say.
Email
For anything else, including billing, licences, refunds, press and partnerships, email the address on the contact page.
- Replies usually come within a couple of working days.
- Bitgrain is run from India, so if you write from the Americas the reply often arrives overnight.
- For payment problems, include the order or transaction ID from your receipt or Billing history. See billing and refunds.
- For account problems, write from the email address on the account, and include the short ID shown at the top of your account page.
Free access
If you are a student, an independent artist or in a lower-income region and cannot pay right now, click Ask for free access on the pricing page. The form asks for your name, email, where you share your work, your audience and why you need it. Requests are read by hand.
More documentation