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 on the bubble, 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

Topaz Photo Troubleshooting

Topaz Video Troubleshooting

Topaz 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 display a Value Added Tax (VAT) field at checkout. This is an optional field; leave it blank if you do not have a valid VAT number.

| If you are entering a VAT number, make sure it includes the 2-letter country code prefix.

At this time, we only accept EU and UK VAT numbers. You can verify your VAT number eligibility using the following tools:

Please note that VIES can update at random intervals and may return errors even for valid VAT numbers. If you run into this, please reach out to our support team with the following so we can verify and update this for you:

 As of July 2026, Topaz Labs is required to collect VAT at the standard rate of 20% on all UK subscriptions under UK tax regulations. If your billing address is in the UK, VAT will be applied automatically at checkout and on renewals. This is not an error. If you hold a valid UK VAT number for cross-border business transactions, enter it at checkout, and we will verify and update your account accordingly.

Why does my VAT show in GBP when the rest of my invoice is in USD? This is a legal requirement under HMRC VAT Notice 700/21, which states that the total VAT chargeable must be expressed in sterling (GBP), regardless of the currency used for the rest of the transaction. 

You can read more about this requirement 

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:

Screenshots or screen recordings (such as a 

) of what you see when you attempt to log in, or download ~ these can help us spot anything that may have been overlooked

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

When to Use Whitelisting and Ports for Topaz Labs Apps

Only follow this guidance if you are using a VPN, proxy, firewall, or managed network.



If you are on a normal home or personal network, you usually 

enterprise antivirus or endpoint security

If none of these apply, stop here — this article is likely 

Network restrictions can block Topaz services and cause:

Activation or license verification errors

If your network restricts outbound traffic, allow the following.

 share the same IP. Both must be allowed.

If your firewall or antivirus supports wildcards, this is the simplest setup:

This helps prevent future connection issues.

If the issue persists, Topaz Support can help confirm whether connectivity is the cause.

Firewall Whitelisting

Both apps use AI to improve image quality, but they belong to different generations of Topaz products and have distinct licensing and system architectures.

 to help you understand how they compare and which best fits your workflow.


Plugin naming will show as: Topaz Photo (Studio) 

Installer available from your Account page, 

A stable high-speed internet connection is required for installation and Cloud Processing

A stable high-speed internet connection is required for installation, updates and Cloud Processing

A Topaz Photo AI license gives you ownership of a specific version. Your Account > 

 will confirm which Photo AI version you own

Photo AI v4.0.4 is the final version and will not be updated further

Can be used on 2 computers simultaneously

Authentication is needed every 6 months, allowing 6 months of offline use

Subscription-only app. Requires a paid subscription. Once paid time lapses, it requires an active renewal to keep access to the app

You can check your current subscription(s) here: 

Authentication is required monthly to verify subscription status, allowing up to 1 month of offline use

No new models will be released as it is discontinued

 of models available in Photo AI v4.0.4 (final version)

 Adjust Lighting v3
- Denoise Max
- Dust and Scratch v2
- Grain
- Healing Tool
- Recover Faces v3
- Remove v2
- Sharpen (3 new models): Sharpen Noise-Aware, Sharpen Portrait, Sharpen Wildlife
- Super Focus v3
- Upscale (3 new models): High Fidelity v3, Recover v3, Standard Max
- Wonder (3 new models): v1, v2, and v3


Not supported on Snapdragon/ARM processors

Discontinued in September 2025, it will not be optimized or updated for newer OS updates or new systems

Will continue to be optimized and updated to support newer OS updates and new systems 

Available models for Cloud Rendering: Super Focus v1, Dust and Scratch

Available models for Cloud Rendering: Super Focus v1 and v2, Dust and Scratch, Standard Max, Recover v3, and Wonder v1 and v2


Cloud Rendering is optional. Most models can render locally. To render locally, make sure your system meets the 

 Yes. You can download your owned ⚪ Topaz Photo AI installer from the 

Q: "Why am I asked to subscribe when I have a licence?"

, you need an active subcription to this app. 

If you already have a subcription to 🔵 Topaz Photo

, ensure to log in using the email used at purchase. 

. There are Single Apps options, Desktop Collection options or the full Studio offering, depending on your needs.

license, and no subscription to the new app: 

At login, make sure you login using the email used at purchase.

If using incorrect email and/or password: Make sure you use the email used at purchase. You can contact us if you need help locating the purchase or reset your password. 

 app: Uninstall the Legacy app and install the new app from your 

There is no Trial mode in 🔵 Topaz Photo. You may test the app for 2 days and 

 within 2 days of purchase to get a refund if it did not meet your needs and you wanted to go back using Photo AI instead. 

 app is part of a subscription-only model. There are Single Apps Subcription options, Desktop Collection options or the full Studio offering, depending on your needs. You can see 

Q: "Where can I find plugin setup steps?"

 Plugins will install automatically. If the plugin path is missing: Make sure all programs are closed, then run the Topaz installer for your app, and the plugin paths will automatically install in your host program. 

 for supported host programs and workflows to access the plugin paths once installed. 

 This depends on your workflow needs and whether you prefer to continue using your perpetual Photo AI license or Subscribe to access the newer app.


Photo AI vs Topaz Photo

Both apps use AI to improve video quality, but they belong to different generations of Topaz products and have distinct licensing and system architectures.

 to help you understand how they compare and which best fits your workflow.

A stable high-speed internet connection is required for installation and Cloud Rendering

A stable high-speed internet connection is required for installation, model downloads, updates and Cloud Rendering

A Topaz Video AI license gives you ownership of a specific version. Your Account > 

 will confirm which Video AI version you own

Video AI v7.1.5 is the final version and will not be updated further

Please note: models will need to be pre-downloaded using the model manager for offline use (File > Model Manager).

 of models available in Video AI v7.1.5 (final version)

Includes all models from Video AI plus additional newer models such as Hyperion 2, Starlight Precise 2.5,Starlight HQ, Starlight Fast 2, Gaia 2, Starlight Sharp, Denoise, Nyx XL, Proteus Natural

Intel-mac systems with at least 4gb VRAM supported

Starlight (Mini, Sharp, HQ, Fast 2) processing requires cloud rendering when using a Personal license

Starlight Precise 2.5 processing can be ran locally on all license tiers 

 (including M-series Macs and Windows AMD GPUs)

Starlight Sharp, HQ, and Fast 2 local processing requires a 

 Yes. You can download your owned ⚪ Topaz Video AI installer from the 

, you need an active subscription to this app. 

If you already have a subcription to 🟢 Topaz Video

 Topaz Video. You may test the app for 2 days and 

 within 2 days of purchase to get a refund if it did not meet your needs and you wanted to go back using Video AI instead. 

 Plugins will install automatically. If the plugin path is missing: Make sure all host programs are closed, then go to Plugins > Install, and the plugin paths will automatically install in your host program. 

 This depends on your workflow needs and whether you prefer to continue using your perpetual Video AI license or Subscribe to access the newer app.


You’re on older hardware such an an intel-mac

You do not want a subscription or renewal

Video AI vs Topaz Video

System Requirements

Join Our Community!

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

Basic Troubleshooting