Direct technical support · no account required

Help us match your exact optical workflow.

Send a known-good sample from your machine or tell us exactly what did not work. We will compare the file structure, point count and import requirements and reply directly to you.

No account or sign-in Reply to your work email Optional technical attachment

What helps us diagnose it

Better input means a faster, more reliable answer.

01
Exact machine and importer
Include the manufacturer, full model name and the LMS, host or importer you actually use.
02
One known-good sample
If possible, attach a shape file that your setup already accepts. It gives us the strongest compatibility evidence.
03
The exact result or error
Copy the message shown by the importer and describe whether the file was rejected, scaled or oriented incorrectly.

Do not upload patient data.

Remove names, Rx or prescription values, dates of birth, addresses and patient- or customer-identifying order numbers before sending.

What do you need help with?

Validate my machine / fileI can provide a known-good file or need a profile for my exact importer. Report a Shape Hub problemA downloaded file was rejected, imported incorrectly or did not match the expected shape.

ContactWe use these details only to answer this technical request.

Contact name *

Work email *

Optical lab / practice *

Country / market

Machine and workflowUse the exact names shown in the machine or importer settings.

Manufacturer *

Exact machine / importer / LMS *

Software / firmware version

OVVO frame model

Shape Hub profile / file used

Description and sampleTell us the expected workflow and what happened.

What do you need, or what did not work? * 20–4,000 characters. Please do not include patient or prescription data.

Attach one technical sample (optional)A known-good machine export, the rejected Shape Hub file or a screenshot of the error.

Maximum 8 MB. OMA/FIL/FRM and common machine, CAD, text, PDF or image files are accepted. Archives and executable files are blocked.

I confirm there is no patient or prescription data.The message and attachment contain no patient name, Rx/prescription values, date of birth, address or patient-identifying order number. My own business contact details above are intentionally provided so OVVO can reply.

The attachment is not published in Shape Hub and is not retained in its public file library. It is delivered only to OVVO support inboxes.