Skip to content

Help

Neobuilt help center

Find technical guidance and support for Paramora® Prism, accounts and billing.

Browse help topics

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, licenses and devices

Manage sign-in, device activations, offline access and plan availability.

Billing and purchases

Submit a billing request about invoices, payments, subscriptions or organization 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 inquiries

Submit a support request for other inquiries, 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.

  1. Issue

    Product and version, exact error, expected result and actual result.

  2. Occurrence

    First occurrence with date, time and time zone; whether it repeats.

  3. Environment

    Windows and Navisworks version, target format, receiving app and plan.

  4. Reproduction steps

    Minimal reproduction steps, scope/settings and fixes already attempted.

  5. Evidence

    Validation report, copied diagnostics summary and requested logs.

  6. Impact

    Affected users, project deadline and any available workaround.

Cookies on this site. We use cookies that are necessary for signing in and keeping the site secure. With your permission, first-party analytics helps us understand pages, traffic sources and devices. It records pseudonymous visits; IP addresses are kept for seven days. See our privacy policy.