What to include
The same address, whatever you need
Something is not working
Tell us what you did, what happened, and what you expected instead. If you can, attach the project file. We can fix a problem much faster when we can reproduce it.
Report a bug →Help with a design
Send the artwork and describe what you are trying to make. We can advise on satin corners, underlay, stitch density, fill angles, or how to approach a logo that is not tracing cleanly.
Ask for help →A file your machine will not read
Attach the file and tell us the make and model of your machine. Some machines have requirements that are not documented anywhere, so telling us about yours helps us support it properly.
Send the file →Billing and Pro
Receipts, a payment that did not go through, or a refund. Pro is a one-time purchase, so there is no subscription to cancel. If it is not right for you, tell us within 14 days and we will refund it in full.
Ask about billing →Priority support PRO
Included with Pro. Write from the address on your account, using this subject line, and your message is answered before the rest of the queue. Same people, same address, read first.
Get priority help →Delete your account
Email us from the address on the account. We will erase it along with its projects and version history. This cannot be undone, so export anything you want to keep before you write.
Request erasure →Feature requests and anything else
A tool you would like to see, a format we should support, something on the site that is wrong or unclear, or a question none of the above covers.
Tell us →Before you write
Some answers are already here
The FAQ on the About page covers which formats we export, whether your machine is supported, what auto-digitizing can and cannot do, and the difference between satin and fill stitch. The compatibility table lists every format alongside the machines that read it.
If you only need to change a file from one format to another, the converter does that without an account and shows you the design before you download it.
For what we do with your data, and how to request a copy of it, see the Privacy Policy. The Terms cover the rest.
Send us a message.
If your question is about a particular design, attach the project file so we do not have to ask for it.