06/05/2026
Hey 👋
I wanted to make a quick update regarding support, communication and the future structure of DV Magic.
Over the past months, DV Magic has grown significantly faster than originally expected. While that’s something I’m incredibly grateful for, it has also created a level of workload and support volume that is no longer realistically manageable by me alone through direct personal messages and individual communication.
Because of this, I’ve started restructuring and expanding support with additional help behind the scenes so that requests can be handled more efficiently, reliably and sustainably moving forward.
One thing that also became very clear over the last months is how much time daily support and communication can realistically take up behind the scenes. In some cases, support alone started consuming such a large part of the workday that it directly affected production, app development and overall workflow in ways that simply weren’t foreseeable in the beginning.
I don’t think most people fully realize how much time individual conversations, support requests and troubleshooting can add up to over the course of a day — especially while simultaneously building hardware, developing software and managing production.
That’s another major reason why support now needs a more centralized and structured system moving forward.
From now on, the official support channel will be:
📩 [email protected]
This helps ensure that requests don’t get lost between WhatsApp, Messenger, Instagram DMs, Facebook messages, etc., and allows support to be handled properly and fairly for everyone.
Please understand that direct messages may no longer receive replies regarding orders, production updates or technical support, as support is now being centralized and organized through the official support system.
For technical issues, bug reports or setup questions, the Facebook groups are actually the best place to post whenever possible. The advantage is that:
* common issues become visible for everyone
* solutions can help multiple users at once
* many questions can often be answered much faster by the community or support
If something is truly urgent (for example shortly before a performance), please clearly mention that it is urgent in your post inside the group and we will always do our best to help as quickly as possible.
Support hours are currently:
🕗 Monday – Friday
Central European Time (Germany)
09:00 – 20:00
Messages outside these hours may be answered the next business day.
⚠️ Even with these changes, I still personally keep an eye on the Facebook groups regularly and continue doing my best to make sure everyone receives the best support possible. That’s absolutely important to me. ⚠️
These changes are not meant negatively in any way — quite the opposite. The goal is to improve support quality, keep communication organized and make sure DV Magic can continue growing in a healthy and sustainable way.
Thank you all for the incredible support, patience and understanding over the past months ❤️
– Marc / DV Magic