Email is the fastest route — include a reference so we can look at the exact record instead of guessing.
| Topic | What to send |
|---|---|
| Payment or top-up | The payment reference shown on your payment page (it starts with TRI- or TRIAVA-), the amount, and the time you paid |
| A render that failed | The request id from your library, plus the engine name |
| Account access | The email address on the account — never send a password |
| Refund request | The payment reference and confirmation that none of the credits have been spent |
Many questions are already answered on the FAQ page. Refunds, cancellations and deliveries are covered by the refund policy, cancellation policy and delivery policy.
We never ask for your password, card number or one-time code. Payments are processed by our payment gateway, so card details never reach us. If someone contacts you claiming to be from Triavatech Studio and asks for a password or a code, do not reply to them and tell us instead.