What to include when I contact support

Short answerEmail support@dawnwood.ai from your account email with the series name, the episode number, the segment or group, what you clicked and the exact error text or a screenshot. Never send passwords, tokens or card numbers.

The five things that let us find it in one pass

1. Your account email (or write from it). Everything in Dawnwood is filed under the account that owns the series.
2. The series name as it appears in the console, and the episode number.
3. Where in the episode: the segment and group, for example SEG 2 · G3, or the shot number inside the group. This is how the Render and Review pages label things, and how the Line Producer refers to them too.
4. What you did: the button or the request you typed, and roughly when (your local time is fine).
5. What you saw: the exact error text, or a screenshot. Errors that read Something failed on my side (…) carry a short reference in the brackets; paste it whole. See common errors.

For billing questions

Add the payment date, amount and the Stripe receipt or payment reference. Do not pay twice while a payment is being checked. See billing and refunds.

What not to send

Never send your password, an API token, or card details. We will never ask for them.

Response time

Support is answered by the team that builds the product. You will hear back within one business day; render-blocking problems are looked at first.

Account deletion and data export are handled separately by privacy@dawnwood.ai.

Still stuck? Email support@dawnwood.ai with your account email, the series, the episode and the segment or group — see what to include.