How do I get help from PrismPoster support?
The fastest way to get help is in two steps: search this Help Center first, then email support@prismposter.com if you still need a hand. Email is our primary support channel. To get resolved in a single reply, include your account email, what you tried, any error message, and a timestamp. Most common questions — failed generations, billing, video access, exports, verification — already have an article here, so a quick search often answers you instantly. Here's how to reach us and what to send.
Should I search the Help Center first?
Yes. The Help Center covers the questions we see most, and it answers immediately without waiting for a reply:
- A generation failed — what now?
- Payment or billing problems
- Why is video locked on my plan?
- Export quality and aspect ratio
- Verification email not arriving
Browse by category — Getting Started, Studios, Credits & Billing, Creator Cast, Discover & PrismRadio, AI Labelling, Account & Privacy. There's no site-wide search box, so use the category pages and related links to find your topic.
How do I email support?
Email support@prismposter.com. This is the primary support channel for PrismPoster, operated by PrismLabs OÜ in Tallinn, Estonia. You can also reach the team through the /contact page.
To get a complete answer the first time, include:
- Your account email — the address you sign in with.
- What you tried — which studio or page, and the steps you took.
- Any error message — the exact text, if one appeared.
- A timestamp — roughly when it happened, in any time zone.
For a generation issue, add the prompt and settings. For a billing issue, add the amount and date of the charge. The more specific you are, the faster we can trace it.
What can support help with?
Support handles account access, billing and payment issues, refund questions, failed or stuck generations, verification problems, and anything you can't resolve from your settings. For account and data requests — like a data subject access request — see your data rights. For security reports and responsible disclosure, see /security.
If you have a feature question, the Help Center and the answers library usually cover it. A community space may exist for chatting with other creators, but for anything you need resolved, email support — it's the reliable route.
What shouldn't I expect support to do?
PrismPoster is a content creation studio, not a publisher. Support can't post or schedule content to social platforms on your behalf — the product doesn't do that, and you export and post manually. Support also can't recover content you permanently deleted, so keep your exports in the Library.
Frequently Asked Questions
What's the best way to contact PrismPoster?
Email support@prismposter.com — it's the primary support channel. Search the Help Center first, since many questions are answered there instantly.
What should I include in my support email?
Your account email, what you tried, any exact error message, and a timestamp. For billing add the charge amount and date; for generations add the prompt and settings.
Is there phone support?
No. Support is handled by email at support@prismposter.com and through the /contact page. This keeps a written record so issues are easy to trace.
How do I report a security issue?
See the /security page for responsible disclosure. For data-rights requests like a DSAR, see your data rights.