Send a ticket from the support page, or use the Get help link that appears wherever something goes wrong in the product. Both reach the same desk, but the in-product link carries the context with it.
What we can already see
If you are signed in, a ticket arrives with your plan, your credit balance, your browser and any recent errors attached. Opened from a failed export, it also carries that render job's reference. You do not need to describe your setup or screenshot the error message, because we already have it.
What you get back immediately
A reference like VM-1043 and your position in the queue. Quote the reference if you write to us again about the same thing.
What we do not promise
A response time. We show your place in the queue instead, because a number you can watch beats a promise we might miss. Paid plans sort ahead: the queue reads Priority queue for Team and Enterprise, Paid queue for Creator and Studio, and Standard queue otherwise. Nobody is excluded from it.
Where replies go
By email, and into your in-app notifications. Everything is kept together under Support in the dashboard.
One email address
fred@vidmoat.com is the only address that reaches us. Mail sent to support@, billing@ or legal@ does not deliver.
Faster routes
If live chat is available you will see a Chat with us now button above the form. There is also a Discord community, linked from onboarding, where other creators answer things.
If you want the work done rather than explained
That is Hand it to a pro, a different service that is charged separately. It has its own article.