Support policy
Version 1.0, 7 November 2026. Public copy: socketandpivot.com/faq (section "Support").
How to reach us
| For | Write to |
|---|---|
| Help with a product: install, bugs, missing files, questions | support@socketandpivot.com |
| Licences, Studio licences, press, partnerships, anything else | hello@socketandpivot.com |
| Quick questions and showing your work | The Socket & Pivot Discord (once its invite is public) |
Both addresses land in one inbox. Please include:
- the product and version (it's in
README.txt, for example 1.0.0); - where you got it (socketandpivot.com, Gumroad, Fab or Superhive);
- your Unreal Engine or Blender version and operating system;
- what you did, what you expected, what happened, and a screenshot or the Output Log lines if there's an error.
Response time
- We reply within 2 business days (Monday to Friday, India Standard Time, UTC+5:30), usually sooner.
- A reply means a real answer or a clear next step, not an auto-acknowledgement.
- Confirmed bugs are fixed in the next update. If a bug stops a product working as described, the fix ships within 14 days or you can have a refund (see the refund policy).
- Store threads (the Fab product discussion, Superhive questions) get the same 2-business-day reply.
What support covers
| Covered | Not covered |
|---|---|
| Installing and opening the product in the versions listed in its documentation | Versions the documentation doesn't list (we'll say honestly whether it might work) |
| Anything in the product that doesn't work as described | General Unreal Engine, Blender or game-design tutoring |
| Questions about how the included systems work and how to extend them, as the docs describe | Custom work on your project (that's the client line, by quote) |
| Licence questions | Legal advice about your project |
Updates
- Updates are free to everyone who has the product, on the store where they got it.
- Every update is listed in the product's changelog (the "Version history" section of its documentation).
- Fab and Superhive deliver updates through their libraries; Gumroad emails buyers; direct downloads go to the Kit list.