IMPORTANT! Before sending an email to the Support Team, navigate our knowledge base by typing the keywords related to your concern. You will get a 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 a 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).
To submit your request to the 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 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.
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.
Comments
16 comments
This is really an excellent page of directions. No confusion on wording. Kudos!
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A piece of crap. Can't even open a JPG. No phone number for support. Just another company that has no understanding or actual 'CUSTOMER SERVICE'
Hi Dwight,
Thank you for the comment.
You have also submitted a support request as far as I see.
Could you please send us at least one file that you can't open in Capture One.
Meanwhile, please check this article as well - https://support.captureone.com/hc/en-us/articles/360002420438-Why-is-it-not-possible-to-import-and-edit-files-
Everything can't be solved directly with emails and text. Capture One needs a chat or phone number to be taken seriously.
Trying to download Capture One Express. I received the email with download link, but the download is non-responsive. Is there a chat or phone number to reach a tech rep?
Hi Joshua,
Here is the link to download Capture One Express for Fujifilm - https://www.captureone.com/en/account/download/capture-one-express-for-fujifilm
Here is the link to download Capture One Express (for Sony) - https://www.captureone.com/en/account/download/capture-one-express-for-sony
Click on Download, answer several questions, and the download will start.
Afterwards, install Capture One and launch it.
Use the license key which you received via e-mail to activate Capture One.
I submitted a request from support almost 20 days ago with no response. I am unable to use C1, I have not found a solution in the knowledge base and have even posted my issue on the community forum without any response from the community. I am just dead in the water with no help. This is the worst customer service I have ever experienced.
Hi Don,
Please let me know which version of Capture One are you currently using.
Also, do you have a referenced (images stay in there location) or a managed Catalog (you imported/copied images directly into the Catalog database?
Hi Lily,
I am on version 21 pro (build 14.0.1.7) on Mac OS High Sierra - ver. 10.13.6 and I use managed catalogs.
Hi Don,
Thank you for the clarification.
Please read this article about managed and referenced Catalogs - https://support.captureone.com/hc/en-us/articles/360002669977-What-is-the-difference-between-a-referenced-and-a-managed-Catalog-
When you import images inside Catalog with the "Copy to Catalog" option, they are copied and stay in the database file. This is then considered as a managed Catalog. When you import images with "Add to Catalog" option, they are referenced. Please try to re-import them then after you have moved referenced folders to another location.
Hi Lily,
Thanks for the article and after review I have been using the referenced catalog as I import my images to a folder. However, I feel that I need to explain the issue as hand again.
In the Library Tool I setup a folder structure on an external hard drive and moved my folders to that drive (using the library tool). Upon restarting C1 after the move, I navigated in the library tool to my external drive and selected the top upmost folder and selected Locate. The locate function did not bring in my entire subfolder hierarch only the 1st folder underneath it. The locate function also did not bring in my images so I selected Synchronize which only brought in my original raw images and none of my edited/adjusted images or variants. So my question is how do I bring back into C1 my entire library with original and edited images & variants?
Thanks,
Hi Lily,
I found the solution - I was clicking on the new file structure (external hard drive) and selecting locate instead of the old file structure (internal hard drive) and selecting locate. Everything has been restored.
Thanks for your help!
Don
Hello,
It is really frustrating to not be able to talk to a representative. I have two issues with my program. One my old camera is still registered, and I do not know how to change it. Two, I keep getting a CORE SOCKET error when trying to send something from Capture One into Photoshop. I have the latest download as well as an updated version of windows. Please help me.
A phone number would be really helpful. I had been running v20.0.4 (that's the highest version my Mac can run) as a trial and have had two C1 support employees confirm via email that it would be no problem to purchase the full license (which is of course v22) because entering the license keys are backwards compatible. Guess what - it doesn't work. The latest employee dealing with my enquiry has just said (after me specifically stating I can only run v20) to make sure I'm running the latest version! Honestly! I'm gobsmacked and wondering why I have shifted over from LR. Speaking to someone would be far more effective with troubleshooting. I am left with $480 less in the bank and a program that won't open.
Your support form is broken. When I attach the required logs I get a message that says “there are too many files attached” so I delete the screen recording and then I get a message that says “screen recordings are required” and then when I try to delete any single log file I get yet another message that “log files are required.” So in the end, I cannot submit a support request via your support site. What???
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