# Support & Feedback

iCraft is committed to providing users with **timely, professional, and ongoing technical support and usage guidance**.Whether you encounter issues with **modeling, scene design, animation editing**, or matters related to **accounts, purchases, asset management**, you can contact us through the following official channels.

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## Support Channels Overview

We provide diverse support channels for different usage scenarios:

* Discord User Community：[iCraft Editor](https://discord.com/invite/3M9xuaB2FR)
* Official Email：<icraft@gantsoftware.com>
* Official Social Media Direct Message Support：
  * Xiaohongshu：[Follow us](https://www.xiaohongshu.com/user/profile/678712a4000000000500bc6f)
  * Douyin：[Follow us](https://v.douyin.com/rWyQfG4ixb4/)
  * Bilibili：[Follow us](https://space.bilibili.com/3546882682915403)
  * Youtube：[Follow us](https://www.youtube.com/channel/UC6wQsIYOA8u1JCPqx1NuQcg)

Users may choose the most convenient channel based on their habits.

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## Best Practices for Submitting Issues

To help us resolve your problem **faster**, we recommend providing the following information when contacting support:

📌 **Feature module in use:** (e.g., Model Optimization, Animation Setup, AI Rendering, Templates Library, etc.)

📌 **Detailed problem description:** What happened? What is your expected result?

📌 **Step-by-step reproduction steps:** At which step did the issue occur?

📌 **Screenshots or screen recordings:** Visuals of the issue are highly recommended

📌 **Device & environment:** Browser type, OS version, enterprise account status, etc.

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## Support Scope

Our support mainly covers:

* Feature usage guidance
* Frequently asked questions (FAQs)
* Preliminary technical troubleshooting
* Bug reporting and follow-up
* Product suggestion collection
* Account and order inquiries

The following cases may require separate handling or business support:

* Enterprise-level customization
* Dedicated on-premises deployment
* Deep API/SDK integration
* Business contracts and procurement processes

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{% hint style="warning" %}
**Service Hours**

* Official support is available during **working hours: 9:00–18:00 (Beijing Time)**.
* Responses on community channels may be delayed; we will process all user feedback as soon as possible.
  {% endhint %}

{% hint style="info" %}
**Friendly Reminders**

* Please consult only through **official channels** to avoid disclosing sensitive information such as account passwords.
* Follow community guidelines and maintain a friendly discussion atmosphere.
* For complex technical issues or urgent assistance, we recommend using the Discord User Community for faster response.
* Enterprise users may contact their dedicated contact person for in-depth support.
  {% endhint %}


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