Our Support Policy
Our support team provides guidance on how to use Studio.Design and its features through the following channels:
Note: We cannot guarantee accurate answers, investigations, or detailed guidance for the following topics.
(Exceptions may apply in special circumstances, such as active Enterprise plan subscriptions.)
Topics beyond Studio.Design's features and specifications
Custom code or content/behavior of code written by users in Embed boxes
Issues on the domain registrar side or DNS configuration side when connecting a custom domain or troubleshooting access errors on published sites
Dynamic list (RSS, API) malfunctions caused by third-party services
SEO and how your site appears in search engine results
Settings and behavior within third-party integrations such as Google Analytics or Google Tag Manager
Issues that cannot be reproduced by our support team
Issues caused by your local environment, such as network settings, security software, or browser extensions
Issues caused by specific devices, browsers, operating systems, or certain versions of them
In-depth guidance on advanced Studio.Design implementations and design techniques
Proposals or consulting on the best Studio.Design implementation or workflow for your specific needs
Implementations created by other users, such as sites featured on Studio Showcase or free/paid templates on Studio Store
Design or CMS implementations in your project that were built by another user
Other
Troubleshooting or data recovery for issues caused by user error
For the topics listed above, we recommend reaching out to the user community or consulting with an expert who specializes in building with Studio.Design.
Official user community: Studio Community Japan
Website creation services: Studio Experts
To learn the basics, check out the tutorial videos on our official YouTube channel.
Support Hours
Automated chatbot support
Our chatbot is available 24/7, including weekends and holidays. Anyone logged in to Studio.Design can use it.
Live support with an agent
A support agent will review and respond to inquiries related to projects on a paid plan.
Hours of operation
Weekdays (excluding weekends and holidays), 10:00 AM – 6:00 PM (JST)
Note:
Inquiries are handled in the order they are received. It may take anywhere from a few hours to a few business days to receive a response.
For projects on the Business Plus plan, we aim to respond within 3 hours. (Formerly called the Business plan.)
You're welcome to close the chat window while waiting. We'll send a notification to your registered email address when a response is ready.
Support may be unavailable during the New Year holiday period, Golden Week, internal training sessions, and other occasions. We'll let you know in advance.
For the following types of inquiries, a support agent will assist you after you go through the chatbot and reach the appropriate support channel:
Potential bugs or issues
Trouble related to publishing your site
Account or billing questions
Enterprise plan inquiries (including paid custom security checklist submissions)
Questions about Studio Store
Information about listings on Studio Showcase
If you can't log in to Studio.Design
Please contact us at "contact@studio.design" using the email address registered with your Studio.Design account. Let us know what's happening and include as much detail as possible about the login issue.
Please note that this email address is only for login-related issues. We're unable to respond to other types of inquiries sent to this address.
How to Use the Support Chat
Log in to Studio.Design.
Click the [?] menu in the bottom-left corner of the editor or the bottom-right corner of the project list screen.
Click the [Messages] tab.
Click [Start a conversation].
Select the topic you need help with.
The chatbot will show you relevant help articles. An AI assistant that references related help articles is also available to assist you.
If the articles or AI can't resolve your issue, you can follow the prompts to connect with a live support agent.
※ Available for paid plan projects only.
※ Inquiries are handled in order. Response times range from a few hours to a few business days. For projects on the Business Plus plan, we aim to respond within 3 hours.
You're welcome to close the chat window while waiting. If you're offline when an agent responds, we'll send a notification to your registered email address.
Note: Some support topics are send-only. In those cases, a reply from a support agent is not guaranteed.
Our Support Agent Policy
To help resolve your issues effectively, our support agents follow a Support Policy. Based on this policy, we've created internal checklists and case studies, and we're constantly working to improve the quality and structure of our support.
Our Policy for Support | Co-create with USERS |
Guiding Principles | USERS |
After your support session ends, we may send you a review request for that conversation. Your feedback helps us improve our product and support quality — we'd really appreciate your input.
We take all feedback seriously and use it to guide future improvements. Words of encouragement and support are a huge source of motivation for everyone on the Studio.Design team. Thank you for being a valued part of our community.
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