Contact Support
If you can't find an answer in the getting started guide or the troubleshooting guide, get in touch and we will help you out.
General support
Email support@strandweave.app for questions about using the app, troubleshooting issues, licence keys, purchase and billing, or anything else related to Strandweave.
Privacy enquiries
Email privacy@strandweave.app for questions about your data, how your information is handled, or the Privacy Policy.
What to include in your message
Including the following details helps us understand and resolve your issue more effectively:
- macOS version — click the Apple menu → About This Mac.
- Mac model — also shown in About This Mac (for example, MacBook Pro 14-inch, M3, 2023).
- Strandweave version — click Strandweave in the menu bar → About Strandweave.
- What you were trying to do — describe the task or workflow you were working on when the issue occurred.
- Steps to reproduce — if you can identify a sequence of actions that reliably causes the issue, list them.
- Which area is affected — let us know if the issue relates to recording, importing audio, transcription, playback, export, storage, or purchase and access.
- Error messages — copy any error text shown by the app or by macOS.
- Screenshots or screen recordings — if a screenshot or recording shows the problem clearly, attach it to your email.
Not all of these details will apply to every question — include what is
relevant. For billing questions, add your order reference number.
Purchase and billing
For questions about your order, receipt or refund, include your order reference number in your email to support@strandweave.app. See also the refund policy.