What to include
Email support@sohoframe.com from the address on your Soho Frame account. Include the project ID, generation ID, approximate time, model and settings, what you expected, and what happened. For billing, include the Stripe receipt, invoice, or checkout ID.
Never send a password, full card number, secret key, authentication code, or sensitive source media that is not necessary to investigate the issue.
Before contacting us
Reopen the project to refresh a generation status and check the account activity page for credit reservations, settlements, or refunds. Do not submit a duplicate generation just to test whether the first job completed.
For payment rules, read the Refund and Credit Policy. For prohibited content and reporting, read the Content Policy.
Urgent safety matters
Use the subject “Safety report” and provide only safe identifiers or URLs. Do not redistribute illegal content. If someone is in immediate danger, contact local emergency services. We prioritize credible safety reports but do not promise a response time.
Soho Frame support is currently provided by email.