Support
FAQ
Q: I've forgotten my password, how can I retreive it?
A: Drop us an email via our support contact form and we will reset your password for you. We cannot access your original password as this is encrypted in our database.
Q: How do I download an item after I buy it?
A: After you have been taken through the PayPal payment you should be returned to a page that has the purchased assets ready for download, the item should also be available in your member area under transactions. If for any reason you are not redirected to Falling Pixel after the PayPal stage then please let us know and we will make the assets available to you after confirming that the payment has been received.
Q: How do I open .rar or .zip files?
A: As you may have noticed most of the files on Falling Pixel are compressed using either the .rar or .zip extension. To open .zip files in Windows XP or later simply double click them and explorer will open them; just remember to extract the file before opening it (move it to another folder). For .rar files, or for .zip files on other operating systems there are several freeware applications to open and extract these files; including winRAR and winZIP. For further help please contact our support team.
Q: How do I disable one of my assets so people cannot buy it anymore?
A: Simply log in and go to your member area. Click on the 'My Assets' tab. From here simply click on the green tick and it ill turn to a red cross, this will mean that it is no longer active and people will not be able to purchase your products.
Q: I want to print an image of a model that I have purchased from Falling Pixel, what printing method and paper would create the best results?
A: We recommend that you have any images professionally printed. Due to the world wide reach of Falling Pixel we cannot recommend any specific printers, however any printer you have locally should be able to give you advice on what would look best. Falling Pixel's recomendation would be to print the image onto photographic or coated paper at a high resolution; and remember that print is 300dpi not 72dpi, so make those renders extra big!
Q: Do I pay import/export tax, IRS tax or any other charges when buying/selling with Falling Pixel?
A: No. Falling Pixel does not believe in passing any of these charges onto our members.
Q: How do I get a Sellers Advertisement?
A: You can apply for a Sellers Advertisement by contacting Falling Pixel either via the contact form here. Or by emailing us at marketing@fallingpixel.com.
Q: How do I become a Featured Artist?
A: The team at Falling Pixel chooses a Featured Artist based on both the quality of their assets and the sales and interest surrounding those assets.
Q: Why does Falling Pixel take a commission?
A: Falling Pixel takes a small and extremely competitive percentage to cover the costs involved in hosting, marketing, future upgrades of the site/service and running costs. This ensures that all of our members receive the best possible service.
Q: How much Royalty do I receive?
A: Falling Pixel awards our sellers with 58% of the total purchase cost. Please see our EULA for more detailed information.
Q: How do I sell my assets on Falling Pixel?
A: Please see our Selling Guide found here. If you have additional questions for selling your assets, you can contact our support team using our online form.
Q: I have received an email asking me for my password, what should I do?
A: Falling Pixel will NEVER ask for your password. Falling Pixel will also deal with all sensitive matters via our internal PM system to ensure maximum security and assurance, unless otherwise requested. All internal communications will be from the username "Falling Pixel" and will quote your full name in the message. If you suspect any mail fraud please forward the email to info@fallingpixel.com, with the subject: 'EMF'
Q: Why isn't my product appearing in search results or in the product section?
A: Please check that you have not disabled the product in your member area, under "My Assets". If the product is disabled it will display a red cross next to it. If you can click this cross do so and a green tick will appear indicating that it is now active. If you cannot click the red cross this means that Falling Pixel has disabled the product and you should have been informed via either the internal PM system, or by email. If the product is shown as active and still not displaying in search results or the products section please contact Falling Pixel via our contact form in the Support section.
Q: Another member is selling one of my Assets, what can I do?
A: Contact Falling Pixel as soon as possible via our contact form in the Support section. We take intellectual property theft and copyright law very seriously at Falling Pixel. If the asset is found to be breaking intelectual property laws, we will disable the product immediately and disable the member account involved. For information about your rights and our policies, please read our EULA.
Q: Do my models have to be of a professional quality to sell on Falling Pixel?
A: Falling Pixel only quarantines, bans or deletes assets for disregarding our EULA or breaking copyright/criminal law. We like to pride ourselves on the diversity and selection available on Falling Pixel, and for this to be truly possible we need models of varying quality and price range.
Q: Can I sell in any format on Falling Pixel?
A: As long as it is either a 3D model, a Material/Shader or a Texture you can sell it on Falling Pixel; in what ever format you wish. If there is a format that you wish to sell in that is not listed, please contact us via the contact form found in the support section or e-mail support@fallingpixel.com.
Q: What if I don't have a PayPal account?
A: For buying this is not a problem; as you no longer need an account to buy through PayPal; all you need is a credit/debit card. For selling a PayPal account is normally required as this is how you are paid your royalties. Joining PayPal is easy, safe and free. If you have any questions about the payment system implemented on Falling Pixel, or would like to discuss custom payment options please email our Finance department at: finance@fallingpixel.com
Q: How do I remove a product from Falling Pixel?
A: Products can be turned off in the members area, under "My Assets". This will prevent your asset from appearing on the site. Products cannot be fully removed by the user primarily as a buyer of the asset would lose the ability to re-download after purchase, but Falling Pixel will remove models after reviewing those that are inactive.
Q: Do I retain the Intellectual property on my Digital Assets?
A: Yes. Buyers are granted the right to use the Asset for all purposes other than to resell or repackage and do not gain the full copyright; at no point do you relinquish these rights. Please find more detailed information on this in our EULA.
Q: How can I contact Falling Pixel if I have a problem?
A: Please find a contact form in the Support section, or you can find all of our departments email addresses in the about section.
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