🛠️ Support
In 30 seconds
- Support is inside BolloPrint: open Help (in your user menu, or with the round ? button next to Start tutorial) and click Go to support.
- Tell us what's happening and attach screenshots. We answer right there, in your language, and let you know when there's a reply.
- On the Max plan or higher you can also message us on WhatsApp, from the same Help.
Got a question, a bug or an idea? Write to us from the app itself: each conversation is a case, we answer you in it, and you don't have to leave BolloPrint or install anything.
1. Open Help
Open your user menu (bottom left) and click Help, or click the round ? button next to Start tutorial. A panel opens without leaving the page, with these options:
- User guide — this manual, in your language.
- Talk to support — your cases with the BolloPrint team. That's what this page explains.
- WhatsApp — to message us directly. From the Max plan.
- Community (Discord) — the BolloPrint community server.
On a phone, Help is a short list of rows: tap the one you need.
2. Open a case
In Talk to support, click Go to support and then New case. Pick the type that fits best:
- Question — how something is used or how to do it.
- Bug — something doesn't work or gives an error.
- Suggestion — ideas or improvements you'd like to see.
- Migration — help bringing your data into BolloPrint.
- Catalogue — a material, brand or colour missing from the catalogue.
Write a short Subject and tell us what happened and what you expected to happen. To attach files, click the paperclip, paste a screenshot or drag the file onto it. Images, PDF, text, 3D models (STL, 3MF and GCODE) and ZIP are accepted, up to 5 files of 10 MB each. On a phone, the paperclip opens your gallery.
There's no need to tell us which screen you were on or which version you use: the app sends it to us with the case on its own, together with the last error you saw.
Who can open cases: everyone in the workshop except Read-only people. Each person sees the cases they opened; the owner and the admins see all of the workshop's cases.
3. What happens next
We answer in the same case, in your language. While you have an unread reply, Support appears in the side menu so you can go straight in, and if you don't read it for a while you get an email. You can keep writing in the case to add information or answer us.
Each case has a status:
| Status | What it means |
|---|---|
| Open | We've received it. |
| In progress | We're working on it. |
| Resolved | We think it's fixed. If it isn't, write in the case and it reopens. |
| Closed | We closed it, or 30 days have passed since our reply without you writing. If you write, it reopens. |
The list shows open and resolved cases to begin with; you'll find the closed ones in the Status filter.
If the problem fixed itself, click No longer a problem and we'll close it. And when a case is resolved, we ask you Did we help you?: answer with 👍 or 👎, it helps us improve.
4. WhatsApp (Max plan or higher)
In Help you'll see the green WhatsApp card. Click Open WhatsApp and a chat with us opens (the WhatsApp app on your phone, or WhatsApp Web on your computer) with a message already written with your name and your workshop: you only have to add what you need.
On the other plans the card shows a padlock and the See plans button.
5. Discord is still the community
The BolloPrint Discord server is still open for talking to other workshops and the team, and for suggesting ideas. Join from the Community (Discord) card in Help: that way you connect your Discord account and get your plan's role.
For a problem with your workshop, a support case is better: it's private and you follow it from the app.