If something isn't working and the troubleshooting pages didn't sort it out, we're happy to help. Support is by email: support@buttermotion.com.
A little detail up front gets you a faster, more useful answer.
What to include
Send us these three things:
The email on your account. This is the address you signed in with. It lets us find your account and check your credits, plan and history.
What you were doing. A plain description of the steps you took and what you expected to happen. For example, "I clicked To timeline after a 4K render and nothing appeared on the timeline." The more specific, the better.
The error itself. A screenshot of the panel showing the problem, or the exact text of any error message. If a message mentions a code or an ID, include it.
Depending on the issue, a couple of extra details help:
Your operating system (macOS or Windows) and your Premiere Pro version (under About Premiere Pro).
For billing questions, the relevant date and amount, or the Payment ID from your payment history.
💡
The fastest way to hand us the technical details: open the Butter Motion app, go to Help, and press Copy in the Diagnostics row. Paste what it copies into your email, it already bundles your app version, channel, plugin state and version, your OS, and the last 60 lines of the plugin's log.
💡
A screenshot that shows the whole panel, both the error and what's around it, usually tells us more than the error text alone.
What support can help with
Email support for anything the docs don't cover, including:
Generations or renders that keep failing after you've tried the fixes.
Billing, refunds and payment questions.
A fiscal receipt for a payment (there's no separate downloadable receipt, so support issues these).
A suspended account, or trouble signing in.
Response time
We read every message and reply as soon as we can. We don't promise a fixed turnaround, but including the details above helps us resolve your issue on the first reply rather than asking follow-up questions.