Send the file context, not a long explanation.
The fastest support request has six things: After Effects version, Motion Prep version, file type, expected result, actual result and one screenshot if it helps.
For launch customers, we aim to reply within 1-2 business days. Complex production files may need manual review.
Copy this when a handoff does not prep cleanly.
01 After Effects version: Example: After Effects 2026.
02 Motion Prep version: Example: Motion Prep 1.0.0.
03 File type: PSD, PSB, AI, SVG or Figma package.
04 Expected result: What you wanted to animate.
05 Actual result: What Motion Prep created or could not create.
06 What you saw: A short note or screenshot from the Motion Prep result.
Clear answer before a long thread.
Supported fix: a PSD-first case Motion Prep should handle. We try to reproduce it and prioritize a fix.
Manual review: masks, blend modes, effects, source transforms or Illustrator behavior need human judgment.
Preview only: Figma packages and SVG are reference workflows, not full editable conversion yet.
Outside current scope: planned workflows like PDF, slides, Canva exports or web capture are tracked as demand, not treated as current product failures.
Add these only if they help.
macOS version: Useful for install problems.
Screenshots: Original imported comp and prepared comp, if one was created.
Private file link: WeTransfer, Dropbox or Google Drive, only if you are allowed to share the file.
Permission line: I am allowed to share this file for Motion Prep support.
Only send files you are allowed to share.
Files are used only to investigate Motion Prep behavior, reproduce the issue and improve the product.
Files are not redistributed or used for marketing without written permission.
Problem files can be deleted on request by emailing support@motionprep.net.
Do not send passwords, private credentials, unrelated project files or client files you are not allowed to share.