Support

Before you email

Most problems fall into a handful of categories, and the answers are quicker to find than to wait for. The troubleshooting section of the docs covers them in more detail.

A template is being skipped Mockup Automator

The PSD almost certainly has no smart object layer for the artwork. See the setup guide for what the plugin expects from a template, and how to rename a layer so it gets picked up.

My print came out smaller than the size I picked Split 3 & Mirrored Edge

The size you choose is the finished panel or canvas, and the wrap or border is taken out of it rather than added to it. A 60 × 90 cm canvas with a 35 mm wrap shows 53 × 83 cm of image. If you need a specific visible face, add twice the wrap depth to each dimension and enter that as a custom size.

The wrap edge is the wrong depth Split 3 & Mirrored Edge

The depth has to match the stretcher bar, not the look you want. 35 mm is the usual starting point and 45 mm gives your stretcher something to grip. Ask your printer what they need before running a batch.

My upscaled files still look soft Auto Upscaler

Enlargement cannot recover detail that was never captured. Run Scan to see how far each file is being pushed — a large factor means the original is the problem, not the setting.

My watermark is a white box Watermark Automator

The logo file has a solid background rather than a transparent one. Re-export it as a PNG with transparency and run again.

My free exports have run out

The free tier covers ten exported files in total per plugin, not ten per month. In Split 3 Automator that is three complete triptychs, since each image produces three panels. Scan is free and unlimited and never counts against the allowance.

Billing and subscriptions

Payments will be handled by Blink, who act as the merchant of record for every plugin here. They are the name that will appear on your card statement and they issue your receipt.

You will be able to update your card, change your email address, view invoices or cancel from a customer portal linked in your receipt email.

Cancelling stops future payments, and your licence continues working until the end of the period you have already paid for, monthly or annual. Files you exported while subscribed remain yours.

Bought through Adobe Exchange? Cancel at account.adobe.com under Plans, not from Creative Cloud › Manage plugins — that screen has no billing controls, and uninstalling the plugin does not stop the billing.

Refunds

If a plugin is not what you expected, email [email protected] within 14 days of your first payment and we will refund it. You do not need to explain yourself.

Reporting a problem

To get to an answer faster, include:

• Which plugin, and your operating system and your version of Photoshop
• What you expected to happen and what happened instead
• The Scan output, if the problem shows up there
• A screenshot of the panel with your settings visible

Please do not send us your artwork. We almost never need it, and we would rather it stayed on your machine.

Feature requests

Worth sending. The range grew out of jobs that were annoying to do by hand, so if something in your workflow is still taking an afternoon, tell us what it is.