Common Questions & Resources

A collection of immediate support resources and frequently asked questions for Greyscalegorilla Studio, HUB, and licensing

Immediate Resources

We recommend checking our Help Center for instant answers to common questions:


What if I need help while you aren't online?

You can still send us messages via our support chat or email.

We've listed our most common questions in the space below 👇

Frequently Asked Questions

Purchases & Renewals

I just purchased my subscription and it still says I don't have an active subscription.

Please go to this link and log out and log back in. Restart Studio and HUB after logging in and out of the website. If the issue persists, please make sure you are using the email you used to purchase your subscription and that you are using the latest version of each plugin and connector.


My OTOY coupon code says invalid when I try to use it.

Please make sure that you are using the OTOY code for 2025.  If it still does not work email OTOY's support team to have a new code reissued.


My card isn't working when I try to make my purchase.

Oh no! Your purchase may have been flagged as fraudulent.  Contact your bank to make sure there are no restrictions.  If the issue persists, email assist@paddle.com.


I need a refund on my subscription renewal.   

Our policy is that we do not refund monthly subscriptions or annual renewals.  Our 30-day refund policy only applies to new annual subscriptions. However, if you have an annual subscription that has renewed and you email us within 72 hours of the transaction, we will consider a refund.


Studio and HUB Support

My Light Kit Pro isn't working correctly.

We pushed an update to the Light Kit Pro plugin recently. Please go to the preference->At the bottom of the preferences window, click "open preferences folder">plugins> Greyscalegorila...then delete the Light Kit Pro   folder. It will then be available for download again in the HUB with the updated version.


Some Troubleshooting tips if Studio/Connectors are generating error messages when connecting or sending materials to your 3D software:

  • Make sure that you are using the latest version of Studio (1.5.1) and connectors (1.5.3 or 1.5.4)
  • Please double-check to make sure that you have Studio and the connector installed in the appropriate folders. (instructions here)
  • Go to Edit>Preferences>Greyscalegorilla>Studio and make sure you have checked the appropriate boxes on how you would like materials to be imported and stored in C4D
  • For some users, you may need to update your computer's permissions settings to allow the plugin to function correctly

Does Studio support Unreal Engine 5.7?

Yes, but only on Windows.  Make sure that you are using Connecter v1.5.4.

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