Things you should know before submitting a request to Customer/Technical Support

IMPORTANT! Before sending an email to the Support Team, navigate our knowledge base by typing the keywords related to your concern. You will get the list of corresponding articles and forum posts. If you find the article that answers your question, make sure that you mark it as helpful. This will help other users with similar requests to get the most relevant articles.

How to submit a request?

When you have any case that needs the involvement of Capture One Support, feel free to submit your request in one of the following ways:

Web form

See which information should you provide when submitting a request.

Navigate to the Capture One Help Centre main page following the link - https://support.captureone.com/hc/en-us

Click on Submit Request in the upper-right corner of the website page. You will see the following form with the fields you have to fill in before submitting a request.

NOTE: If you indicate that you have Capture One 11 or older in the Software version field, please mention which particular Capture One version you have in the Description field. The same goes for the Operating system field - it would be much helpful for the Support Team when you indicate which exact operating system you have (for instance, if you run Windows 10, then please specify the build; if you run Catalina, please specify which exact macOS 10.15.x is on your machine).

E-mail

To submit your request to Capture One Support Team, you can also use the following email address - ordersupport@captureone.zendesk.com

What information should I provide when submitting a request?

Regardless of the request type, you will have to provide comprehensive information to the Capture One Support Team that would fully describe your case and supply our agents with as many facts about your issue as possible. Also, providing screenshots and screen recording would be more than helpful.

How to create a screenshot?

How to make a screen recording?

Purchasing cases

When you have any problem related to a product purchase, provide as many details on the case as possible instead of simply writing "I have a purchasing issue".

Activation cases

In case of Activation requests, provide us with the following information in the Description field:

• Capture One version (i.e. 10,11,12,20)
• Capture One product variant (Pro, trial, Fujifilm, (for Sony), Express Fujifilm, Express (for Sony))
• Operating system (specify OS type, i.e. macOS 15.0.3, Windows 10 build 1903, etc.)
• License type (subscription, perpetual)
• Activation error type (make a screenshot if possible)

Technical cases

When your Capture One software experience erratic behavior, unexpectedly shuts down or constantly crashes, attach log files in a zipped package when submitting a request.

How to retrieve Capture One logs?

In case you experience the viewing, processing, exporting problems or glitches, those might be associated with OpenCL. Thus, describe your issue in detail and attach log files as well.

Read more about troubleshooting OpenCL

If you suspect a bug in Capture One, provide the following information in the request:

• Your workflow and a sequence of actions performed in Capture One that caused a bug. This will be extremely helpful to reproduce it.
• Capture One version (i.e. 10.0.2, 11.0.1, 12.1.3, 20.0.1, etc.)
• Capture One product variant (Pro, trial, Fujifilm, (for Sony), Express Fujifilm, Express (for Sony))
• Operating system (specify the OS on your workstation, i.e. macOS 15.0.3, Windows 10 build 1903, etc.)
• Camera model (in case of tethering or import issues).
• Mention whether you used Catalogs or Sessions.

In such cases, submitting several screenshots or even a screen recording would be more than helpful.

How to create a screenshot?

How to make a screen recording?

What should I do after submitting a request?

Upon submitting a request, a pop-up window with a list of suggested articles will appear. Feel free to read those as you may find a solution to your particular issue there right away.

Note that due to the high volume of requests, you might get a reply a bit later than expected. Anyway, you are welcome to browse our Help Centre by typing in the keywords in the search field to find a solution to your case. You will be offered a list of articles in the Help Centre and a list of topics in the Community.