• CGTrader
  • How to submit a support request

    • How to submit a support request

    If you need assistance, you can submit a support request by clicking the Help button at this page's bottom right corner.

    When submitting a request, including the email address associated with your registered account on our marketplace under the support request submission window is essential. This ensures we can address your inquiry efficiently.

    For common questions and helpful resources, please visit our Help Center.

    Tips for Submitting a Support Request

    To help us provide you with the best possible support, please include the relevant details in your request based on your issue:

    Order Support Request:

      • Include the purchase order ID.
      • Describe the problem encountered.
      • Specify the software and file formats used.

    CGTrader commits to reviewing order support requests within 5 business days after submission.

    Project Queries:

      • Describe the issue, whether it involves completing the project, a refund, or resolving a miscommunication between a client and designer.
      • Include either the link to the project or the exact project title.

    Negative Ratings or Comments:

      • Share the link(s) to the model(s) in question if you want us to review and potentially remove a negative rating or comment.

    Copyright Claim Reports:

      • Provide links to the infringing models alongside the original models.
      • Attach the WIP (Work-In-Progress) files if links cannot be provided.

    Invoice Edits:

      • Include the details you wish to have corrected or added to the invoice.
      • Attach the invoice in question to your support request.

    Additional Model Information:

      • If you need extra details not displayed on a model page, use the email icon next to the seller's username to contact them directly.

    Refused Payment:

      • If your payment is not going through and you receive a message saying that this is due to fraud detection measures, please contact us.
      • If you receive messages such as 'processor declined' or 'do not honor' please contact your bank directly as these refusals arrive from their side.

    By following these guidelines, you can ensure that your support request is handled as quickly and effectively as possible. Thank you for your cooperation!

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