Help & Support

We are a small team and answer every message ourselves.

Contact us

Email info@vertessia.com. We usually reply within 2 business days (Pacific Time).

To help us help you faster, please include:

the email address of your Vertessia account;
the file name and approximate time of the conversion (you can see both on your Account page);
for payment questions, the date and amount of the charge — your card statement shows it as VERTESSIA.COM.

Billing & subscriptions

Cancel or change a subscription, update your card, or download invoices: go to your Account page and click Manage / cancel. Cancelling stops the next renewal; your plan stays active until the end of the period you already paid for.
Credit packs are one-time purchases and never expire. A receipt is emailed to you by our payment processor, Stripe.
Refunds, duplicate or unrecognized charges: see our Refund Policy, then email us. Please contact us before disputing a charge with your bank — we fix genuine billing errors quickly.

A conversion failed or looks wrong

You are never charged for a failed conversion. Credits are only used when you download a finished paid result.
Common causes: a damaged or empty file, a file over the 100 MB upload limit, a .gltf that references a separate .bin file (upload a .glb instead), or a mesh with severe defects.
If a result looks wrong, email us the file name and time of the conversion. With your permission we can look at the file to improve the engine.

Your files & your data

Uploaded files and free results are deleted automatically within about 24 hours. A STEP you paid for stays downloadable for 30 days.
We keep a copy of an upload only if you ticked the optional box to let us use it for improving the engine — see our Privacy Policy.
To delete your account and associated data, or to request a copy of your data, email us from your account's email address. We respond within 30 days.

API & volume

Create an API key on your Account page; API usage draws on the same credits and plans. For higher volume, invoicing, or on-premise licensing, email info@vertessia.com.