Support

An item doesn't work

If a paid item won't import or isn't what the listing described, you have 14 days to get your money back — see refunds. You don't need to argue a case.

Before that, it's worth asking in the comments on the item page. Sellers answer, their replies are badged as the creator, and a surprising number of "it won't import" problems turn out to be a version mismatch that the seller can talk you through in one reply.

Something is wrong with a listing

Every item, comment, and review has a report action. Reports go to a moderator queue. Use it for:

• Someone else's work relisted as their own
• Files that don't match the listing
• Anything malicious

Reporting and refunding are separate. If you paid for something misrepresented, do both.

A download link expired

They expire after 15 minutes, by design. Go to your library and download it again — there's no limit and no extra cost. See downloading.

I can't sign in

Sign-in uses Google, Apple, or email. If you signed up with Google and try to sign in with email, you may end up staring at an account that appears empty — use the same method you signed up with.

Magic links and password resets are both on the sign-in screen.

I can't find what I need

Post it on the request board. Be specific — brand, model number, what it needs to do. Sellers watch that board, and specific requests get built.

Deleting your account

You can request account deletion from your account settings — scroll to the bottom. A moderator processes the request, and here's exactly what happens:

• Your personal details are removed. Your name, email, bio, location, avatar, and banner are scrubbed, and your username becomes an anonymous handle.
• Your listings come off sale. Nobody new can buy them.
• What can't be undone stays as an anonymous record. Purchases are permanent — a buyer's library, receipts, and payout history have to keep working — so instead of erasing the transaction history (which would break other people's records), we detach it from your identity. This is standard for anything involving payments.
• Buyers of your items keep them. Anyone who already downloaded your work keeps their files — that promise doesn't change when you leave.

Deletion is permanent and can't be reversed. You can cancel the request any time before a moderator processes it. If you have a pending seller balance, make sure it's paid out first — deleting your account doesn't move money out of Stripe.

Nothing here covers it

Email support@mozaikexchange.com.

We're a small, community-run marketplace and not affiliated with Mozaik Software — so for questions about Mozaik itself (licensing the software, how a feature works, installation of the application), you'll want Mozaik's own support rather than us.