Software Crashed, Credits are gone, need help

Topaz Video Bugs and Issues
1

I have an issue as paying subscriber:
The Video app crashed after having submitted a few jobs to the cloud.
After restarting the app those cloud jobs couldn’t be retrieved.
This resulted in a 100+ credits being used for jobs I never could download.

I tried to click the support button in my user account setting, but this button doesn’t work.

Is there an official support, if so, where do I contact them?

thanks

– ok, on top of this all the cloud rendered videos are borked and have glitching frames that shouldn’t be there.

2

Hi.

Here’s the link to contact Topaz Support directly

help@topazlabs.com

Hope this helps

3

When you write into the support team, can you send us the logs from the app so we can try and look up the render ID numbers for your process attempts?

To gather logs, please select Help > Logging > Get Logs for Support and attach the zip file to your reply.

Here is a video to help with the steps of how to collect the logs.