Before reaching out, please review the information we need to investigate your case and share the relevant details with us. This helps our team provide you with the best possible answer faster.
How to contact us
We do not offer phone support.
1. From the app
The fastest way to get help is directly through the app:
Open Planner 5D app
Go to your Profile
Scroll a bit and then tap on ''Report a Problem''
iOS
Android
Thep Tap on ''Chat with us''
macOS
Open the Planner5D app on your device
Click on Help in the upper-left corner
Tap on Send feedback
Fill out the form
2. Via email or contact form
You can also reach out by:
Email: support@planner5d.com
Contact form: https://planner5d.com/contacts
Average response time is around 1 hour, depending on request volume.
All other email addresses are automated, and unfortunately, our support team is unable to respond to them.
3. Website
You can contact us via the Planner 5D platform as well.
Log into your account
Click on ''?'' in the right upper corner
The pop-out window will open
Click on ''Chat with us''
What to include in your report?
To help the team assist you as efficiently as possible, please include relevant information depending on your case:
1) Tell us what happened (step by step)
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.
If related to a project:
Share a project link
Include a description of the issue
If related to rendering:
Share a render link
Include a description of the issue
If related to Upload a Plan or other features:
Clearly mention the feature
Include a description of the issue
Screenshots or screen recordings showing the exact steps and the issue
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If your app version is outdated, please update it and try again.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)
Update or Reinstall the app
Switch networks (Wi-Fi ↔ mobile data)
Web version
Clear cache and cookies
Try incognito/private mode
Test another browser
5) When will you hear back?
We try to respond as quickly as possible, typically within 24 hours. Occasionally, the wait time may be longer depending on the current queue and the complexity of the request, as response times can vary from case to case.
⚠️ Please also let us know if you have already tried any troubleshooting steps, such as:
Reinstalling the app
Using a different platform to reproduce the issue
Using a different browser or incognito mode
Switching between mobile data and Wi-Fi
Billing questions
Subscribed through our website
The email address used at the time of purchase.
The last 4 digits of your card and type [eg. VISA], the charge amount, and the date;
Your PayPal transaction ID;
The invoice you received from Planner 5D;
Subscribed through app
AppStore
If the order has been placed on the App Store, please share the order ID (it starts with the letter "M")
Google Play
If you've purchased via Google Play Store, a GPA transaction number is needed (for more information, please click here).
Microsoft Store
Sign in with the Microsoft account used for the purchase
Find the relevant order in your Order history
Click on the order to open the details
Select “View invoice” or “Print” to download it
Providing detailed information helps us assist you faster and more accurately.