Help! How can I get customer support?

Our U.S.-based support team responds quickly to all help inquiries via our contact form and email; because of cost and security issues, we do not provide phone or chat support at this time.  Typically we are able to answer inquiries within 24 hours, although investigating and resolving certain issues may take a bit longer.  Our customer support hours are Monday through Friday, 9 am to 5 pm MST, excluding holidays.

Here's how to get the best customer support from Pixorial:

  • Be specific when communicating your issue.  Example: "My uploaded video has no sound." Let us know what you're doing when the problem occurs -- uploading video via our Uploader, editing a video in Movie Creator, viewing a link to a video, etc.
  • Include the barcode of any affected media.  We will need this information in order to resolve your issue.  The barcode is found by clicking once on the media, then on "Info" on the right-hand side of the screen. Please be aware that our technical staff may need to view your media in the process of troubleshooting. 
  • Let us know what internet browser you are using, and its version number.  You can usually find the version number by selecting "About" from the top left browser menu (where the name, such as Chrome, Firefox or Safari appears).
  • Tell us what operating system you are using, and its version number.  Don't know what OS you're using?  No worries, just try this easy tool: http://whatsmyos.com/

We truly want to answer any questions or resolve any issues you may have.  We strive to treat our customers fairly, promptly and courteously, and we'll even go above and beyond to make sure we've helped you out!


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