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Contact & Support

Having issues with your build, firmware, or order? Reach out to our small team and we’ll help you get your macro pad dialled in and running smoothly.

Avg. response time < 24 hours
Mon–Fri · AEST (Sydney)
Email support Open contact form
Ways to reach us
Support hub
  • Email support@nexmacro.com
    Best for orders & billing
  • Discord nexmacro
    Live community chat
  • Firmware / VIA Config & keymap questions
    Share screenshots or logs
Send us a message

Use this form for order questions, technical issues, or general support. We’ll get back to you as soon as we can.

We usually reply within one business day.
Community

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Get faster help, share builds, and hang out with other macro pad nerds. Support, firmware chat, and sneak peeks all live here.

Real-time help in #support-and-help
Share keymaps, VIA configs, and layouts
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FAQ

Answers to common questions

Not sure whether to send a ticket or jump into Discord? Start here. These are the questions we see most often around orders, shipping, firmware, and setup.

Orders & shipping Setup & firmware Community & support

Still stuck after reading these? Use the contact form above or ping us in #support-and-help on Discord with screenshots and your order number.

Yes, we ship worldwide. Shipping times depend on the service you select at checkout and your location:

  • Australia: usually 2–6 business days once dispatched.
  • North America & Europe: typically 7–15 business days.
  • Rest of world: around 10–21 business days, depending on local carriers and customs.

All orders receive a tracking link as soon as they leave our warehouse. If your tracking hasn’t updated for more than a week, contact us with your order number and we’ll chase it up with the carrier.

First, make sure you’re using the latest version of VIA in a Chromium-based browser (Chrome, Edge, Brave) and that the USB-C cable is plugged directly into your computer, not a hub.

If VIA still doesn’t see the board:

  • Check that you’ve loaded the correct JSON or VIA definition file for your model.
  • Try a different USB-C cable — some charge-only cables don’t carry data.
  • On Windows, confirm no other software (RGB controllers, keyboard managers) is blocking the device.

If that doesn’t fix it, send us a screenshot of VIA, your OS version, and your macropad model and we’ll walk you through a firmware check or re-flash if needed.

Yes. The macropad identifies as a standard USB HID keyboard, so it works on Windows, macOS, and most Linux setups without extra drivers.

You can create separate layers or profiles in VIA/QMK for different operating systems, for example:

  • Layer 1: Windows shortcuts (Win key, Alt shortcuts, app-specific macros).
  • Layer 2: macOS shortcuts (Command-based shortcuts, Mission Control, etc.).

Switching layers is instant, so moving the pad between machines stays painless.

The more context we have, the faster we can help. Ideally include:

  • Your order number and where you purchased.
  • Your operating system and any relevant apps (OBS, Photoshop, your DAW, etc.).
  • A short description of what you expected to happen vs what’s actually happening.
  • Screenshots, photos, or short clips if something looks physically wrong or glitchy.

This usually gives us enough to pinpoint the issue in a single reply instead of a long back-and-forth.

Use whatever you’re most comfortable with, but a simple rule of thumb is:

  • Discord: quick questions, layout ideas, “does anyone else see this?” issues.
  • Support form / email: order problems, warranty questions, or anything needing serials or personal details.

If you’re not sure, start in Discord. If we need private info, we’ll direct you to the contact form.