Carbon Support

11min

Contact Us

Carbon is here to support you! There are a few ways to reach out for help:

EMAIL

[email protected]



PHONE

North America 1 (650) 285-6307 - Extension 2 6:00 am - 5:00 pm PST

EU

Germany +49 6102 5790849 08:00 - 17:00 GMT +2

UK +44 (0) 2082 647484 08:00 - 17:00 GMT



PRINTER SOFTWARE

Click REQUEST HELP from your print screen

  • Please describe your problem in the How may we help you? field.
  • Share your model with Carbon. This option is selected by default and is recommended for best results. You may uncheck this option for sensitive projects.
Example print screen - accessed from the dashboard via Fleet Prints - View Print
Example print screen - accessed from the dashboard via Fleet Prints - View Print


Refer to the next section to see what information you should have prepared when contacting Carbon Support and where you can find it, depending on your support needs. If you do not see information for your specific problem, please provide all relevant information and we will help you.



Information for Carbon Support

First, you may reference Part Defects to self-identify your issue and follow the suggested steps to mitigate it. If the issue persists or you require more guidance, sharing the steps you have already taken with the Support team may facilitate faster resolution.

The more information you are able to provide to our Customer Support Team, the more likely we will be able to solve your issue quickly.

All Issues

For any issue or problem you are experiencing, provide the following information. Providing detailed information will empower Carbon Support to give you the best experience possible.

Print-Related Information

Document image

  1. Print/Job ID
  2. Resin
    • Resin type
    • Lot Number
    • Expiration Date
  3. Share Model (optional) Recommended so the support team can assess your build layout, part orientation & supports
    • Use checkbox to share model from View Print page
    • Or export a .carbon file from the project page
  4. Photos/Screenshot
    See specifics below per issue type

Additional Information

Please provide additional information for the specific error types below.

Part Defect

  • Photos of the defect.
  • If possible, identify your defect by looking through the defect library.
    • If you have already identified the part defect and taken steps to solve it, please describe the steps.
Example photo of a part defect
Example photo of a part defect


Hardware Errors

  • Photos of
    • Alert on the printer/washer display and/or
    • Hardware component (if defect is visible)
  • Serial number of relevant hardware components
  • Description of problem
    • Hardware component print history (new, used daily, error showing up for multiple prints, etc.)
    • Describe any of the troubleshooting steps you have already taken to solve the problem
Document image


Software Errors

  • Software version number
    • Note that if you are not on the most recent software release or current version lock, the first troubleshooting step will be a software update.
  • Screenshot of software error message
  • Description of problem
    • Describe any of the troubleshooting steps you have already taken to solve the problem



Document image


Material Errors

  • Resin
    • Lot Number
    • Expiration Date
  • Photos of defective packaging or part defect
  • Description of resin storage conditions
    • Temperature
  • Description of problem
    • Describe any of the troubleshooting steps you have already taken to solve the problem
Lot number and expiration date displayed inside a cannister on a cartridge
Lot number and expiration date displayed inside a cannister on a cartridge




Updated 24 Apr 2025
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