Contact our support team by email, and we will reply within 8 business hours or less. Our working hours are Monday-Friday 9am-5:30pm CST, except for US holidays. 

You can contact us directly at help@topazlabs.com or use the floating "Support" bubble you'll find on our site.



When you click here, a window will expand with a button to send us an email. Add your subject, email, and message, and if any attachments are needed, click on the picture icon to add.

If you are reaching out to us for troubleshooting, please take a look at our Basic Troubleshooting Docs for for first. steps and to see if any attachments, like system profile, logs, screenshots, etc, are requested to investigate your conflict.


Account & Sales Troubleshooting

Photo AI Troubleshooting

Video AI Troubleshooting

Gigapixel Troubleshooting

Contact Support

Certain browsers, Chrome, Firefox, and Safari, work best with our apps and website. If you are using a different browser, start by trying one of these instead.

Please ensure you are logged into your Topaz Labs Account Page, then refresh your cart page. This will guarantee our system is recognizing your previous purchases.

Click Here to Log In Online

Auto-filling incorrect or expired information

Personal and / or payment information is commonly saved by your browser. This is not specific to our site and can be resolved by clearing your cache and cookies or using a different browser. Keep in mind, you can clear cache and cookies for a single page, instead of your whole browser.

If you do choose to clear cache and cookies for your whole browser, all of your logins may be reset. This should 

 erase your saved passwords, which are typically stored separately from the cache in a password manager or a secure storage system within the browser. However, it will require you to log back into any accounts that have been reset.

Once you’ve cleared your cache and cookies, be sure you've logged back into your Topaz Labs Account Page.

Typically, this is not a site conflict and is commonly resolved with the same steps as above. This error includes PayPal failing to connect back to the checkout page to complete the Purchase.

Attempt the purchase again after switching to a compatible browser, clearing your cache and cookies, and logging back into your account. If you’re unsure if your purchase has gone through, please contact our support team.

Contact Our Support Page

This usually happens when there is no product in the cart before using a discount link. Be sure you have at least one item in the cart to add your discount or store credit.

Otherwise, a link may no longer be valid. Please take a screenshot of what you see to send to our support team to investigate.

Certain territories will open a Value Added Tax, VAT, field. This is an optional field and needs to remain blank if you do not have a valid VAT.

If you have a different Tax ID, this will not be accepted. If you need a different type of Tax ID added to your invoice, please email our support team.

Cart Conflict

Is your installation failing or are you unable to log into your apps?

Generally, if you encounter this situation, your connection is being blocked from our server. This may be due to cache, cookies,  VPN, proxy, firewall, anti-virus software, cloud settings, or Windows Defender / Windows Defender SmartScreen. 

Turning off whatever security feature is blocking our server should allow you to proceed. If you’re unaware of any blocker you're using, here are some basic fixes. Please try all the options, and let us know if one works for you.



Windows


Are you running into an endless Cloudflare loop that asks you to verify that you are a human? If so, proceed to the next article for assistance. 

Cloudflare

Still stuck? Reach out to our support team and share the following:

3. Any known antivirus software you have.
4. Screenshots of what you see when you attempt to log in or download- We may seeee something that got missed!

Activation / Download Issues

Are you running into the following message while trying to access your Topaz Labs Account or one of your owned apps? 

This checkpoint is a security feature to protect our users from spam and bots accessing our site to access our user information. This protection is put in place by CloudFlare, a third-party tool we use to verify that the users of our site are human.

Generally, if you encounter this situation, your cookies are blocked somehow on the browser you use to access our site. Turning off whatever security feature is blocking your cookies should allow you to proceed.

Some ideas on fixing the challenge loop:

Make sure the browser is updated to the current version.

Open the page in incognito mode/guest mode.

Clear the browser cache, history, and cookies, then restart and try again.

Flush the DNS cache. (https://blog.hubspot.com/website/flush-dns)

Use a different browser. If it works, set it as your default browser.

You can try a different computer, tablet, or phone on the same internet to determine if the conflict is local to one system or the network.

 Disable browser extensions, particularly privacy or security ones, as they may interfere with the challenge's behavior. 

Adjust your browser’s security settings to allow cookies. Some browsers might block cookies, causing the looping effect.

***If you are using a Google Chrome browser you can click on the triple dot in the menubar then go to 

Settings > Privacy and Security > Third Party Cookies

Check if you use any VPN, Firewall, Proxy, or antivirus. Disable them one by one and try again.

Are you experiencing an activation issue unrelated to Cloudflare? If so, please proceed to the next article for assistance. 

Activation Issues

The app you are experiencing this issue with. 

Cloudflare: Verify you are a human

Project Starlight

End User License Agreements

Are you running into a blocker when accessing your account or one of your owned apps? Start here. 

Basic Troubleshooting

Contact Support

Cart Conflict

Activation / Download Issues

Cloud Flare