Contact HeyMotion Support
How to reach HeyMotion support and exactly what to include so we can help you fast.
#Overview
If a troubleshooting article didn't solve your issue, HeyMotion support is happy to help. Reaching out with the right details gets you a faster, more accurate answer.
#How to Get Help
Email support@heymotion.io. That's the fastest way to reach a person who can look into your specific graphic and account.
Before you write in, it's worth checking the Troubleshooting articles — most common issues (a failed export, a slow preview, missing fonts, a blurry logo) have a fix you can apply in a minute.
#What to Include
Give us enough to reproduce what you're seeing. Please include:
- Browser and version — for example, "Chrome 140" or "Safari 18." This matters most for export problems.
- Template id — the specific template you were using (for example, the Big counter or a Lower-third tag overlay).
- Dimension — the canvas size you had selected: 16:9, 9:16, 1:1, 4:5, or 4:3.
- The exact error — copy the message word for word, or describe where the progress bar stopped.
- Steps to reproduce — what you clicked or typed, in order, leading up to the problem.
The more precise these are, the faster we can recreate and fix the issue.
#Billing and Account Issues
Billing is not live during the beta — everything is currently free and unwatermarked, so there's nothing to be charged for yet. If you have a question about your account (for example, sign-in or email confirmation), email support@heymotion.io and include the account email address you signed up with so we can find your account. Never send your password.
New sign-ups must confirm their email before login works. If you can't sign in, check for the confirmation email first, then contact support with your account email if it still won't let you in.
#Related Articles
See Troubleshoot a Failed Export and the Frequently Asked Questions.