1) Tell us what happened (step by step)
You can share the issue you’re experiencing by emailing support@planner5d.com or by using the in-app chat. Note worthy: we don’t offer phone support.
Please describe the exact steps that led to the issue, for example:
“I opened the app → opened Projects → selected a project → the app closed.”
A screenshot or short screen recording [no more than 40MB] is always welcome as it helps us see the situation on your end and understand it better.
2) Share your device details
Please include:
Device type and model (e.g., iPhone 13, Samsung Galaxy S22, Windows PC)
Operating system version
Planner 5D app version (if you’re using the app)
Browser name and version (if you’re using the web version)
If your app version is outdated, please update it and try again.
3) Can you reproduce it?
If the issue happens again, tell us the steps. If it doesn’t happen anymore, that’s useful too, let us know.
4) Try these quick fixes
These steps often solve common issues:
App version
Restart the app (close it completely from your recent/active apps list, then reopen it)
Reinstall the app (If you're using the app)
Switch networks (Wi-Fi ↔ mobile data)
Web version
Clear cache and cookies (you can check our article that covers the steps on doing this ''How can I clear cache&cookies in my browser?''), try incognito/private mode, or test another browser
Tell us what you’ve already tried.
5) When will you hear back?
We try to respond in the shortest possible time. Occasionally, the wait time may be longer depending on the complexity of the case, timelines can vary case by case.
🏆Thanks for reporting issues since your feedback helps us improve Planner 5D for everyone.