Real email, read by a real person.
The fastest way to reach us is email: support@tracetoforge.com. Messages are typically answered within 1 to 2 business days. If you are reporting a bug or a tracing problem, a screenshot and the photo you uploaded help a lot.
For purchase issues (refund requests, missing credits, receipt problems), include the email address on your TracetoForge account and the approximate date of purchase so we can look up the transaction in RevenueCat.
A contact form is available on the page once it loads. The form opens your email app prefilled with your message. If your browser does not have a mail client configured, just email support@tracetoforge.com directly.
"Auto-trace is missing part of my tool." Try increasing the Sensitivity slider. For shiny or chrome tools, tissue paper or a matte spray over the tool helps cut reflections. The Getting Started Guide has photo tips.
"I bought credits and they did not show up." Give it up to 60 seconds for the webhook to fire, then refresh the page. If credits are still missing after five minutes, email us with your order ID.
"The printed insert is too tight / too loose." Adjust the Tolerance slider in the editor. Most printers land well at 0.4 to 0.6 mm tolerance. Dial it in once on your printer and the same value works for every future insert.
"Can I get a refund?" Yes, unspent credits are refundable within 14 days of purchase. Email with the order ID and we will process it. See the full policy in the Terms of Service.