Support

Need help with your stamp?

We are here to help with stamp design, credits, downloads, LightBurn exports, SVG icons, account access, invoices, billing questions, and technical issues.

How we can help

If something does not work as expected, or if you are unsure which export format to use, contact us with as much detail as possible. The more information you include, the faster we can understand the issue and help you.

Editor help Questions about text, layout, SVG icons, templates, mobile editing, or stamp sizing.
Download help Issues with LBRN2, SVG, PNG, JPG, G-code, ZIP packages, or missing files.
Account and billing Help with credits, checkout, invoices, VAT details, orders, or account access.

Please include your account email and order number when the issue is related to credits, payments, downloads, or invoices.

Contact support

You can contact us by email. We recommend using the same email address that is connected to your Stampmaker.online account.

Email: office@stampmaker.online
Website: https://stampmaker.online
Response time: We usually reply as soon as possible during business days.
Language: You can contact us in English. Other languages may be supported depending on availability.

Before contacting support

Many issues can be solved quickly by checking a few basic things first.

1

Refresh the page

If something does not update correctly, refresh the page and try again. For credit balance issues, also check your account page after refreshing.

2

Check that you are logged in

Downloads, credits, saved templates, and account features require a logged-in account. If you are not logged in, the system may ask you to log in before continuing.

3

Check your credit balance

If a download does not start, make sure you have enough credits for the selected format or download package.

4

Try another browser or device

If the issue appears only on one device, browser, or screen size, that information is helpful. You can also try another browser to see whether the problem is browser-specific.

5

Take screenshots

Screenshots are very useful, especially for layout issues, LightBurn import problems, SVG display errors, mobile problems, or download previews.

What to include in your message

To help us solve the issue faster, please include the most relevant details.

For account or credit issues

  • Your account email
  • Order number, if available
  • Credit package name
  • Approximate payment time
  • Screenshot of the credit balance or checkout issue

For download issues

  • Your account email
  • Stamp name or template name
  • Download format, such as LBRN2, SVG, PNG, JPG, or G-code
  • Approximate download time
  • Screenshot of the preview
  • Screenshot of the downloaded file opened in your software

For LightBurn issues

  • The downloaded LBRN2 file name
  • A screenshot from Stampmaker.online preview
  • A screenshot from LightBurn after opening the file
  • Information about what looks different
  • Whether the issue is with text, SVG icons, frames, size, layers, or positioning

For editor or mobile issues

  • Your device type
  • Your browser name
  • Approximate screen size, if known
  • What you clicked or dragged before the issue happened
  • A screenshot or short screen recording, if possible

Message template

You can copy and use this template when contacting support:

Subject: Support request – [short description] Account email: Order number, if any: Stamp or template name: Download format, if relevant: Device and browser: What happened: What you expected: Screenshots attached: yes / no Additional notes:

Common support topics

Credits did not appear after payment

Credits are normally added automatically after successful payment. If the order is still pending, processing, failed, or under review, credits may not appear immediately.

If the payment is completed and credits still do not appear, contact us with your order number.

Download did not start

Check whether your browser blocked the download or asked where to save the file. Also make sure you have enough credits and are logged into the correct account.

The exported file looks different

Different software may interpret fonts, SVG paths, strokes, and layers differently. Please send both the Stampmaker.online preview and the imported result in your target software.

LightBurn layer or SVG issue

Please send screenshots and, if possible, the file name of the downloaded LBRN2 file. This helps us check whether the issue is related to text, paths, SVG conversion, sizing, or layers.

Invoice or VAT issue

If your billing information, company name, VAT number, or invoice details are incorrect, contact us as soon as possible. Include your order number and the correct billing information.

Refund and credit questions

If you believe credits were deducted incorrectly or a download failed after credits were used, contact us with the download details. We will review the issue.

Refunds or credit corrections may depend on the order status, whether credits were used, whether files were downloaded, and the nature of the issue.

Please do not create multiple support requests for the same issue. Sending all details in one message helps us solve it faster.

Security and account access

If you cannot access your account, first try resetting your password from the login page. If you still cannot log in, contact support using the email address connected to your account.

For security reasons, we may ask you to confirm account ownership before making changes to your account, credits, templates, or invoice information.

Never send your password by email. Support will never ask for your password.

Still need help?

Send us a message with your account email, order number if available, screenshots, and a clear description of the issue. The more details you include, the faster we can help.