Contacting Preimage Support

Email support@preimage.ai for account, upload, processing, output, or billing help. Expect a response within 24 hours on weekdays.

Help us identify the issue

Include:

• Workspace and project name, plus the scan link where applicable.
• What you expected and what happened.
• The exact error message and approximate time.
• Input or output type, filenames, and camera model or recording mode where relevant.
• Browser/device and a screenshot or short recording of the problem.

For a measurement or alignment issue, include the reference drawing or independent check distance. Keep passwords and API keys out of messages and screenshots.

Before submitting

Check the FAQ, Upload Troubleshooting, and Processing Troubleshooting.

Preserve the scan and original capture files while an issue is being investigated. Avoid creating duplicate scans unless the team asks you to retry.