Start here
Support is available to both business customers and private consumers.
For a walkthrough of Motion, Carousel and Website, open the studio guide. For saved work, go to Projects. Subscription information is in Billing.
Signing in and recovery
Open Account to sign in. If you forgot your password, choose Forgot your password and request an email reset for your verified email address. Check your spam folder for account messages.
Never send your password or a verification/reset link to support.
Saving and reopening projects
In the studio, sign in and choose Save project. After the first save, later changes autosave. Wait for the saved confirmation before leaving. Reopen the same account on another device to find your cloud projects.
Browser-only projects belong to that browser and origin. Use Projects to copy them into your account or download a portable backup. If saving fails, keep the editor open and download a backup before refreshing. Archiving hides a project; it does not delete its stored data.
Export problems
Final files render on the server. Keep your project saved and return to the job to download the result. If a render fails, note the treatment, format, duration and error message. Re-download an existing completed export before rendering the same version again.
If you report an issue, include your browser/device, approximate time, steps to reproduce and the visible error. Remove confidential client material and personal information from screenshots unless it is needed and you have permission to share it.
Billing questions
Pro uses monthly billing. Review your total, including applicable tax, before confirming the subscription.
Open Billing to see your subscription status, view invoices, update the payment method or cancel through Stripe’s billing portal. Cancellation is scheduled for the end of the billing period and does not delete your saved projects. If a renewal payment fails, update the payment method and settle the unpaid invoice through Stripe. Your subscription status refreshes from Stripe when you open Billing.
Consumer withdrawal and refund questions can also be sent to hello@5k.agency. The consumer-purchases section explains the distinction between withdrawal and stopping a renewal.
Contact
La Porte B.V.
Nieuwe Leliestraat 133
1015 SN Amsterdam, Netherlands
KvK number: 82417865
VAT number: NL862463178B01
For customer support and privacy requests, email hello@5k.agency. This mailbox is monitored for both.
We aim to reply within two business days, excluding Dutch public holidays. Telephone: +31 20 681 1545.
Withdraw from a consumer contract
Use the online withdrawal function to submit and track a withdrawal request. You can download an acknowledgement as soon as it is saved. Refund status is shown separately from receipt of the request.
You may also email hello@5k.agency or use the model withdrawal form. If you cannot sign in or an older subscription is missing, contact the same mailbox. Do not send card details or passwords.