Help, from concept to factory
Whether it is a render that stalled, a DXF a factory rejected, or an SSO rollout — here is where to start.
One inbox for billing, rendering, exports and enterprise setup. Include your account email and the module you were in.
support@nichestudios.org →Step-by-step guides for every module: pattern editor, cloth simulation, grading, tech packs and DXF export.
Browse the docs →Live check of the database, AI render gateway, payments and exports before you report an outage.
View status →Response priority by plan
| Plan | Support handling |
|---|---|
| Creator | Standard email queue, business days |
| Pro | Standard email queue, business days |
| Studio | Prioritised ahead of the standard queue |
| Enterprise | Prioritised, with a response target agreed in your contract |
What to include in a bug report
- The module you were in (for example Concept Studio, Pattern Lab, Drape).
- Device, browser and version — exports and 3D behave differently per browser.
- What you expected versus what happened, and the approximate time.
- For rendering: the prompt or the design name, so the generation can be traced.
- For factory rejections: the exact file the factory could not open.
Common questions
How fast will I get a reply?
Creator and Pro requests are answered in the order received during business days. Studio and Enterprise plans are prioritised ahead of the general queue, and Enterprise accounts can agree a written response target as part of their contract.
A render failed — was I charged a credit?
No. The render pipeline refunds the generation automatically when every model in the ladder fails, so a failed generation never consumes a credit. If your balance looks wrong after a failure, email support with the approximate time and we will reconcile it.
My export did not download. What should I send?
Send the browser and version, whether you were on desktop or mobile, the export type (PNG, transparent PNG, DXF, SVG or spec bundle) and whether you saw the 'Preparing file…' notice. Exports run in your browser, so that detail tells us exactly which stage failed.
Can you help set up SSO or SCIM?
Yes. Enterprise plans include guided SAML SSO and SCIM provisioning setup. Start with the enterprise documentation, then email support with your identity provider and we will walk through the metadata exchange.
Do you offer onboarding for teams new to apparel software?
The in-app Learn curriculum covers the full logistics of building a brand, from concept to factory handoff. Teams on Studio and Enterprise can request a walkthrough session covering their own styles.