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Start with the relevant guide
Search this knowledge base for the feature name or the exact status message. Check the related guides at the end of an article. For an account-specific issue, open Support or email support@rush.film from the address associated with your account.
Include the details that identify the issue
Describe what you tried, what you expected and what happened. Include the production, scene, shot or project label; the visible error; and the approximate time. For billing, include the amount, currency and transaction or activity reference. A cropped screenshot can help if it excludes private information.
Keep sensitive information out
Do not send one-time login codes, passwords, full payment-card details or private credentials. Remove unrelated personal information from screenshots. If a generation or payment outcome is uncertain, mention that status and avoid repeating the action until you know whether the original completed.
Related guides
A production or shot is still preparing