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Neobuilt help centre
Find technical guidance and support for Paramora Prism™, accounts and billing.
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Frequently asked questions
Answers about installation, export formats, plans and account access.
Installation and updates
Resolve a missing Prism tab, installation errors and component update issues.
Export troubleshooting
Resolve export failures, unavailable formats, incorrect scale and appearance issues.
Accounts, licences and devices
Manage sign-in, device activations, offline access and plan availability.
Billing and purchases
Submit a billing request about invoices, payments, subscriptions or organisation purchases. You can also email billing@neo-built.com.
Report a security issue
Contact the security team to report a suspected vulnerability or account compromise.
General enquiries
Submit a support request for other enquiries, or email support@neo-built.com if you cannot sign in.
Support requests
Prepare your support request
Include the details below to help our team investigate your request efficiently.
Issue
Product and version, exact error, expected result and actual result.
Occurrence
First occurrence with date, time and time zone; whether it repeats.
Environment
Windows and Navisworks version, target format, receiving app and plan.
Reproduction steps
Minimal reproduction steps, scope/settings and fixes already attempted.
Evidence
Validation report, copied diagnostics summary and requested logs.
Impact
Affected users, project deadline and any available workaround.