Stuck?
Tell us where.
A human responds within 24 hours, usually faster. Beta users (first 50 photographers) get same-day response on weekdays.
Anything billing or account
Use the inbox that matches your question.
- hello@visualzai.com general
- billing@visualzai.com refunds + plans
- beta@visualzai.com beta cohort
Found a vulnerability?
Responsible disclosure. We respond within 48 hours and credit you in the changelog.
security@visualzai.com →Probably already answered.
Lightroom is open and Visualz says my catalog is locked.
Lightroom holds an exclusive lock on the .lrcat while open. Quit Lightroom completely (Cmd-Q on Mac), then click Retry in Visualz. The lock releases instantly.
I bought credits but they don't show up in the desktop app.
Webhooks can take 30–60 seconds. Quit and reopen the desktop app, or click your avatar → Refresh balance. If they're still missing after 5 minutes, email billing@visualzai.com with your order ID.
The first launch shows "unidentified developer" on macOS.
Beta builds before notarization complete: right-click the app → Open → Open. After the next update, this warning will be gone for everyone.
Where are my edits? Lightroom doesn't show them.
Visualz writes to the catalog. If Lightroom was already open when we wrote, restart Lightroom — it caches the develop settings. Worst case: open the develop module and press the reset arrow next to History.
Can I undo a Visualz edit?
Yes. Every edit shows in Lightroom's native History panel. Click any earlier state to revert. Visualz never overwrites your originals — it just adds to the catalog.
How do I cancel my subscription?
Sign in to visualzai.com/account → Manage plan → Cancel. Your access continues to the end of the paid period. 30-day money-back applies to your first paid month.
Tell us what broke.
Include your account email and what you tried. Screenshots help. We reply to every message.