Carbon Support
Do you have a damaged cassette? Submit a cassette return request form here. Remember to have the cassette serial number available.
Contact Us
Carbon is here to support you! There are a few ways to reach out for help:
PHONE
North America 1 (650) 285-6307 - Extension 2 6:00 am - 5:00 pm PST
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.
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
- Print/Job ID
- Resin
- Resin type
- Lot Number
- Expiration Date
- 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
- 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.
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
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
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
