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Help Centre
The Toon Boom support team can be contacted directly via the Toon Boom Animation Help Centre.
Step 1: Check the Knowledge Base for a solution
Before submitting a support ticket, check the Help Centre Knowledge Base for a solution.
- Navigate to https://helpcentre.toonboom.com/hc/en-ca in your web browser.
- Check for relevant articles by doing one of the following:
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Type a question or keyword in the search bar:
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Browse in the relevant categories:
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Talk to our ChatBot by clicking on the icon
in the bottom right of the page:
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| NOTE: Talking to the ChatBot will culminate in a support ticket submission if your issue cannot be resolved. |
Step 2: Submit a Support Ticket
If you cannot find a solution in the Help Centre, you can submit a support request:
- In the top right corner of the page, click on Submit a request.
- Pick the category that best suits your query.
- Fill in the fields with the relevant information pertaining to your query. Fields marked with a red asterisk (*) are mandatory.
- Click the Submit button once done.
- Your ticket will be submitted and an agent will respond as soon as possible.
| NOTE: Make sure to provide context and accurate information about your issue. This will give the team enough information to solve the ticket or assign it to the relevant department as soon as possible. This will ensure a faster, more accurate solution. |
Q&A
Question:
I’ve submitted my ticket, where can I track it?
Answers:
Once you submit a ticket, you will receive a confirmation e-mail with a ticket number. You can track the status of your ticket by logging into the Help Centre and clicking on your profile.
Question:
Why is it taking so long to receive a response? Should I send another ticket?
Answer:
The support team is working hard to find solutions to all tickets sent through. Please give us a reasonable amount of time to respond.
Keep in mind that the operating hours for Support are Monday to Friday from 9:00 a.m. to 9:00 p.m EST. Tickets sent outside of these hours will only be seen on the next work day.
Question:
Where can I find more information about the Support Plans?
Answer:
Your Support Type is connected to the subscription on your account. If you have a Toon Boom Subscription, your Support Type is at least Silver. For Support Policies and response times, please see What are the different kinds of support available for customers?.