Contact us
Email: support@broderly.com (English, French). Tell us the email address of your account and the make of your machine and, if possible, attach the project (File ▸ Save project, a .broderly.json file): we replay your exact case.
| Plan | Channel | First response time (business days) |
|---|---|---|
| Beta and free | Email, FAQ | 3 days |
| Atelier | Priority email | 1 day |
| Atelier+ | Priority email | 1 day |
Service status and incidents: banner at the top of the application. Scheduled maintenance is announced the day before.
Frequently asked questions
My machine is not a Tajima, which format should I choose?
Machine panel (or the "Send" step of guided mode): DST for Tajima, Barudan, SWF, ZSK, Ricoma and Happy; PES for Brother, Baby Lock and Bernina; EXP for Melco; JEF for Janome and Elna; VP3 for Husqvarna Viking and Pfaff (HUS for older models). The choice is saved with the project.
The embroidered design is smaller or larger than on screen
Check the size in the Design panel (mm or inches) and the hoop fitted on the machine. An imported file that is then enlarged by more than 15% is not recalculated: use "Re-digitize (assisted)" or guided mode, which does it automatically.
Skipped stitches, thread breaks, broken needle
Run the quality check (before every export): it flags stitches outside the hoop, very short stitches ("Clean up" button), densities too heavy for the fabric and jumps without a trim. Always do a test run on a scrap with the stabiliser you intend to use.
Sending directly to the machine does not work
Direct send writes to a folder (USB stick or the machine's network drive) and requires Chrome or Edge. Otherwise, "Export ▸ File for the machine" downloads the file, to be copied onto the USB stick.
My image gives a coarse result
Flat-colour logos give the best result. For a photo or a shaded drawing, tick "Photo or image with gradients": the image is smoothed and the modelled areas receive a density gradient. Increase the number of colours (6 to 8) and play with the detail slider.
Sequins and cording
These are styles of the running stitch. They require the sequin device or the cording foot on the machine; a machine stop is inserted before and after, and the equipment is listed as a reminder on the run sheet. The sequin code only exists in DST.
Which plan for what?
Without an account: the converter, one image dropped and one file produced, with no settings (3 files per day, 15,000 stitches). Discovery (free with an account): guided mode, where you choose size, colours, detail, hoop and text; 3 files per month, designs up to 30,000 stitches, 10 projects stored online. Loisir (€9.99 per month): the same guided mode; 10 files per month, designs up to 50,000 stitches, 50 projects stored online. Atelier: expert mode, to rework shapes and stitches freely; 30 files per month, designs up to 300,000 stitches, name series of up to 20 names, 500 projects stored online. Atelier+: for workshops that produce; unlimited files, designs up to 1,000,000 stitches, the assistant (200 assists per month), one-click patch, series of 500, every format in a single ZIP, garment workspace. The monthly counter resets on the 1st of each month.
What does Atelier+ change (€29.99 per month or €299.99 per year)?
What saves workshops time: the assistant (200 assists per month: image preparation, design review, settings suited to the fabric, a patch from a sentence), the one-click patch, "Export ▸ All formats (ZIP)" which produces the six formats in one operation, personalised series of up to 500 names generated in a single request, the garment workspace (several embroideries on one pattern, split by hooping), unlimited files, designs up to 1,000,000 stitches and 120 exports per minute. Upgrade from "My account" at any time, with no commitment; the yearly plan gives you two months free.
How does the free Atelier trial work?
14 days of full Atelier, once per account. The trial is on Atelier monthly: you save your card on Stripe's secure page; you can switch to yearly whenever you like from "My account", the year starting at the end of the trial: nothing is charged during the trial. An e-mail reminds you three days before the end. At the end of the trial the subscription starts and the first payment is taken, unless you cancelled before: "My account ▸ Cancel my subscription", in one click, free of charge. Loisir and Atelier+ have no trial.
Billing, invoices, cancellation
Everything is in "My account": "Cancel my subscription" (effective at the end of the paid period or of the trial, and can be undone until then), "Change plan…" on the same subscription, and "Manage my subscription and invoices", which opens the Stripe portal for your card and invoices. See the terms of sale.
Are my designs sent to your servers?
Drawing and preview stay in your browser. Two things go through our server: producing the machine file, for which the design is not kept once the file has been produced, and saving your projects in "My work" (design, thumbnail, size), hosted in Europe and visible to you alone; a deleted project stays 30 days in the bin and is then permanently erased. Details in the privacy policy.
Report a problem
Send to support@broderly.com: what you were doing, what you expected, what happened, the browser, the machine and the format, the .broderly.json project and, if possible, a photo of the embroidered result (the check photo in Tools helps you compare).
Updated 2026-09-24.