SUPPORT
We answer
real emails.
Write to support@ilo.tools — include your license key or order email and what you see on screen. We reply within one business day.
FAQ
Common questions.
Do I need Photoshop?
No. Everything runs inside Illustrator. If Photoshop is installed, Ilo Raw’s Cut Out can use Photoshop’s Remove Background for the best edges, automatically.
Which Illustrator versions are supported?
Illustrator 2023 (version 27) and newer, on macOS 11+ and Windows 10/11.
Will it change my original images?
No. Linked photos point to a developed copy saved next to your document; embedded photos keep their original safely on your computer. Every setting can be reopened and changed.
Are my photos uploaded?
Never. Developing, masks, retouching, face detection and AI subject detection run locally. Only the license check uses the internet.
I lost my license key.
Use Find my license — enter the email you bought with and every key is sent to it. Or email us and we’ll resend it.
I bought a new computer.
On the old one choose Deactivate on this computer from the ••• menu, then activate on the new one. If the old computer is gone, email us and we’ll free the seat.
Ilo Retouch didn’t find a face.
Very small, side-on or heavily covered faces may be missed. Retouch still smooths skin it recognises, and you can heal spots with the Heal brush and fix eyes with the Red-eye tool by hand.
Print Match colours look different from my screen.
Some bright RGB colours can’t be printed with any inks. Print Match picks the closest printable colour for your CMYK profile and ink limit, keeping the hue first — the ΔE column shows how close each colour got.
Do you have team, studio or education pricing?
Yes — email us with the number of seats.
Can I get an invoice with my company details?
Stripe emails a receipt right after purchase. For a VAT invoice with company details, reply with the details and we’ll send one.