The process for creating a support request varies depending on the specific Microvellum build being utilized. It is recommended to always submit support requests in the Microvellum Client Portal, using Microvellum's support AI to see if the resolution for the issue can be found Microvellum's Knowledge Network documentation.
This is the standard process for modern Microvellum builds. Legacy software or older builds (2024 or older, or clients utilizing OEM) have a slightly different interface, and as such, it may be required to instead manually open the Portal in your browser. To start a support request, navigate to Help > About Microvellum > Start Support Request.
Recent Build (2026+)
Fig. 01 – Start Support Request
If using a version of the Microvellum software released in 2026 or later, the link to create support requests can be found next to the "Support" text. Clicking this link will open the Microvellum Client Portal (requiring a log-in if not already logged in).
Open the "My Cases" section and select the "Submit a Request" option.
This will open an interaction with Microvellum's Support AI, to determine whether the issue has a resolution written in any of Microvellum's product documentation. For more information on interacting with the support AI, consult the following article.
Legacy Build (2024 or Older)
If using a Microvellum software build that was released before the year of 2025, the interface will appear slightly different, with the link "Start Support Request" in the About Microvellum UI providing a similar function.
While it is still recommended to submit Microvellum support requests through the Microvellum Portal, it is still possible for users with legacy builds or older software builds to submit support requests, though receiving a response will likely take longer, as support requests from this UI are submitted to a different location than current Microvellum support requests.
Fig. 02 – Start Support Request
Click on the "Start Support Request" link in the About Microvellum interface. Then, fill out the required information in the appropriate fields regarding the situation you require support with.
Fig. 03 – Microvellum Support Portal
Name – Your name or company name.
Email – Your email or company email.
Phone – Your phone number or company phone number.
Subject – The subject line must be clear so the Support Agent can diagnose at a glance and, if necessary, send the case through the proper channels for resolution.
Description – The more detailed the description, the more likely the issue can be solved quickly. If you know the exact steps in your workflow to recreate an issue, list them here.
Attachments – It is not always possible for us to replicate an issue on our end, with our data. This is why it is essential to attach as much relevant data as necessary to recreate the issue or for us to eliminate potential causes of the issue.
Attach Screen Recording – Selecting this option will result in a red border on the screen being recorded. This allows users to show the exact steps in the workflow that leads to the issue. To stop recording, select the stop button located in place of the original screen-recording button.
Attach a Screen Snip – Allows users to snip an image to be included with the case.
Attach Processing Station and Accompanying Settings – Allows users to attach a complete Processing Station.
Attach Work Order – Allows users to attach a complete Work Order.
Attach Error Log – Allows users to attach an Error Log. Error Logs are helpful when diagnosing issues.
Attach File – Allows users to attach any remaining files they feel will be helpful (i.e., Room .DWG files).
Send – Select this button when you are sure that you have included as much information as is necessary to replicate the issue.