Support

How can we help you today?

At FiveGrab, we are committed to providing our users with high-quality technical assets and a seamless experience. Whether you’re a professional engineer, a designer, or a hobbyist, our support team is dedicated to ensuring your workflow remains uninterrupted.

Credit System & Plans

Understand how credits work, subscription renewals, and top-up options for your account.

Technical Requirements

Detailed information on file formats including DWG, DXF, PSD, and AI compatibility.

Billing & Security

Manage your invoices, update payment methods, and learn about our secure checkout process.

Detailed Technical Assistance

If you encounter issues while opening or using a file downloaded from FiveGrab, please follow our technical optimization guide:

Software Compatibility: Ensure you are using the latest industry-standard software. Our CAD files are optimized for AutoCAD 2018 and newer. Vector assets (AI/EPS) require Adobe Illustrator CC.
File Integrity: If a file appears “Corrupted” or “Unexpected File Format,” please clear your browser cache and re-download the file. Our system does not deduct additional credits for re-downloading the same asset within 24 hours.
Missing Assets: If a PSD or AI file is missing linked fonts or textures, please refer to the “Readme” file included in the ZIP package for source links.

What to Include in Your Message?

To help our engineers and support staff resolve your issue within the first response, please provide the following technical metadata:

  • User Identity: Your registered email or unique Username.
  • Transaction ID: Found in your “Billing History” for any plan purchases.
  • Asset ID: The specific URL or SKU of the drawing/file causing issues.
  • Environment: The software version (e.g., AutoCAD 2024) and Operating System you are using.
  • Visual Evidence: A clear screenshot of the error code or the visual glitch.

Contact Methods

Email Support (Global)

info@fivegrab.com
Our average response time is 24-48 business hours.

Emergency Inquiries

For critical issues such as unauthorized account access or payment failures, please use the subject line “URGENT: [Your Issue]”. These tickets are routed to our priority queue.

Operating Hours

Monday – Friday: 09:00 AM – 06:00 PM (GMT)
Saturday – Sunday: Limited Email Monitoring.

Submit a Support Ticket

Fill out the form below and our team will get back to you shortly.

Quality & Refund Guarantee

At FIVEGRAB LTD, we stand behind the quality of our technical assets. Every file is manually verified by our quality control team before being listed. If a file is found to be technically non-compliant with our standards, and we cannot provide a functional replacement, we will credit your account back immediately. We aim for 100% customer satisfaction in every download.