Your go-to resource for support and information
Whether you need assistance with the product, have questions about services, or are looking for troubleshooting guides, the Help Center offers a comprehensive collection of articles, FAQs, and contact options.
Start with the written material; open a ticket when the answer is specific to your project.
Learn in detail how to use the platform, from uploading and managing your 3D assets to creating materials, building product configurators, setting up pricing and conditional logic, publishing projects, and integrating them into your website or e-commerce store.
Start learningA quick reference guide that answers common questions, explains key platform features, and helps users quickly find solutions to frequently encountered issues.
FAQGet personalized assistance with your issue, including tailored guidance, troubleshooting, and clear next steps based on your specific situation.
Submit a ticketMost questions land in one of these buckets.
| If your question is about… | Go to | Why |
|---|---|---|
| How a feature works | Tutorials | Step-by-step product documentation, kept current with the platform |
| Plans, pricing or the trial | FAQ | Covers plan differences, what the trial includes, and when Enterprise makes sense |
| A model that will not behave | Preparing 3D models | Most import problems are structure, UV mapping, pivots or polygon count |
| Connecting to a store | WooCommerce or Shopify tutorial | Each integration has distinct modes and setup steps |
| Building headlessly | API and SDK reference | REST endpoints and the typed @simplio3d/sdk client |
| Something specific to your project | Submit a ticket | Anything account- or project-specific needs your workspace context |
A large share of "it is not working" turns out to be an option or a rule rather than a fault. The AI assistant can audit a project for you — reviewing option coverage and conditional logic instead of leaving you to click through every combination. On a project with a few hundred options, that is the difference between finding a rule gap in minutes and never finding it at all.
Almost always UV mapping. The Image Upload and Text Input blocks need square, 1:1 UV mapping on the target area — a stretched UV island produces stretched artwork regardless of the source image.
Orientation can be corrected directly in the platform, so an export axis mismatch does not require going back to your 3D editor.
That part is probably not separated in the model. Anything that needs its own colour, material, visibility toggle or independent scaling has to be a separate, properly pivoted part.
Number Input scales on the X, Y or Z axis, so parts that must not stretch — handles, hardware, trims — need to be separate meshes with correctly placed pivots.
AR requires the project to have a share link enabled, because the configured snapshot has to be uploaded to a secure HTTPS URL. Blob URLs never work for Android AR.
Check the Allowed Embed Domains setting for the project — it controls which sites are permitted to host the iframe.
On WooCommerce the calculated total overrides the linked product placeholder price, and on Shopify the Draft Order carries the override. If they differ, the product link or the checkout mode is usually the cause.
Own a 3D product configurator to drive sales and generate proposals directly from your website
