There are a few options to contact the support team, and you can reach out to us if you’re experiencing technical issues, billing concerns, or would like to share feedback, and similar.
We do not offer phone support.
Ways to contact us are:
1. Contact us 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 app:
Thep Tap on ''Chat with us''
2. Contact 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 request
To help the team assist you as efficiently as possible, please include relevant information depending on your case:
Technical issues
Please include:
Your account email address or User ID
The platform used (Web, iOS, Android, macOS, Windows)
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
⚠️ 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
If you subscribed through our website, you can share:
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;
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.