If a scene failed outright, you do not need to write in. Avenue 510 tells you: the failure appears in your notifications and the tour offers you a retry. That first retry is free, so try it before anything else. See how credits work when a job fails.
If the tour finished but the result is not usable, that is when to reach us. Common cases: visual artifacts in a scene, branding that did not apply the way you set it, or a clip that simply did not read well.
Use the contact form and choose Support. Include the property address and roughly when you generated it, and we will pull up the render. If the cause is on our side we return the credits to your balance.
To suggest a change to how something works rather than report a fault, use Request a Feature in the sidebar instead.