Support
There is no ticket robot here. Support is a specialist reading your email and answering it. Send the details below and you will usually get a fix rather than a first-line script.
Last updated: July 27, 2026
Channel
- hello@floviz.live
- first reply
- within 48 hours — often faster
- refunds
- subject line “Refund request”
- privacy
- subject line “Privacy Request”
- escalation
- show-critical · mark subject urgent
Email is the only support channel, and one mailbox handles all of it — orders, licenses, refunds, privacy requests, security reports. It is monitored by the people who built and vetted the catalog. We do not publish office hours because we do not answer by shift pattern: every message gets a reply within 48 hours, most of them much sooner. If a show is on the line, say so in the subject and it moves to the front.
What to include
- The address used at checkout — it is how orders are found.
- ASSET
- The asset title, or the listing URL.
- RECEIPT
- The Stripe receipt or order number, if you have it.
- TOOL
- Tool and exact build number: Notch 1.0.x, TouchDesigner 2023.x.
- SYSTEM
- GPU and OS, for anything performance or crash related.
- ERROR
- The exact error text or a screenshot. Paraphrase costs a round trip.
- DEADLINE
- The show date, if there is one. It sets the queue order.
- Order
Order and payment issues
Charged but nothing in your library, charged twice, or a checkout that failed halfway. Send the Stripe receipt number and the email you paid with. Guest purchases are found by the order email.
- Download
Download problems
Download links are signed and expire after 60 seconds — a stale tab or a slow click will fail, so request a fresh one. Downloads are capped at 10 per hour per account; wait an hour or tell us if you legitimately need more. Guest access links expire 365 days after purchase.
- License
Licensing questions
Client work, broadcast, touring, handing a project file to a client, or whether personal covers the job in front of you. Describe the use and we will name the license you need — before the show, not after.
- Asset
An asset is broken or misrepresented
It will not open, a dependency is missing, or it does not run in the version range on the listing. Send the tool and build number, your GPU, and the exact error. This route usually ends in a fix the same day rather than a refund.
- Account
Account and sign-in
Sign-in links not arriving, or a wrong email on an account. For a copy, correction, or deletion of your data, use the subject line “Privacy Request” — those are answered within 15 business days. Write from the address on the account where you can.
- Selling
Listing your own work
The catalog is curated by hand and reviewed before anything goes live. Send a link to work you have shipped rather than a portfolio site.
Requesting a refund
Refunds go through the same inbox. Email hello@floviz.live from the address you paid with, subject line "Refund request", and include the asset title and the purchase date or receipt number. The window is 14 days from purchase.
Say what went wrong in one line. If the asset is faulty, add the tool version and the error — that is the fastest route to either a working file or your money back.
Please contact us before opening a card dispute. A chargeback freezes the order for weeks and stops us refunding you directly.
The full policy, including the window and what qualifies, is on the refund policy page.
What to expect
A first reply within 48 hours — often faster. There is no ticket queue to sit in and no office-hours window to miss; you write, and a person answers.
Order and download problems are usually resolved in the first reply. Anything needing a rebuild or a new asset version takes longer, and we will tell you how long rather than leaving the thread open.
We cannot provide general training in Notch, TouchDesigner, or Smode, and we cannot debug your wider project. Questions about an asset we sold you are always fair game.
Security issues should go to the same address before public disclosure — see the privacy policy.
Still stuck? Send the details to hello@floviz.live and a person will pick it up.