Getting help
When this guide does not cover what you are seeing, write to a person. One address and one page reach the same inbox, and someone reads every message.
Write to support
The address is support@vixlo.app. Write from any mail app; the reply comes to the address you wrote from.
The contact page
The website also has a contact page. Two links lead to it:
- Help, in the bar at the top of the account page, the sign-in page and the website's other account pages, signed in or not.
- On the account page, the line Something wrong with your account, a payment or a Mac that will not sign in? Contact us — the form fills in this account's email for you.
From the app, Account page in the Account section of Settings opens your account page in the browser. If you cannot sign in, open the address the sign-in card names after Portal:, with /contact on the end.
The page says A person reads every message, and replies to the address you give us. It asks for four things:
- Name
- Email — where the reply goes. If you are signed in, it is filled in from your account, and the page says We will also see which account you are writing from.
- Topic — Account & billing, The Mac app, or Something else.
- Message — ten characters or more, up to 5,000. The hint under it: What happened, and which Mac or account it concerns, if that helps.
Press Send message. The page answers Thanks — we will reply to your address. One internet connection can send five messages an hour; past that the page says Too many messages from this connection in the last hour. Please try again later, or write to support@vixlo.app. If the page cannot send for any other reason, it says We could not send that. Write to support@vixlo.app instead., and the footer of the form offers the same: Prefer your own mail app? Write to support@vixlo.app.
What helps in a message
- The sentence Vixlo showed, word for word — on the sign-in card, in a message, under the title bar, or in a dialog.
- The line the Account section of Settings shows: the state, and anything after Last check:.
- Which Mac it concerns — the name the account page lists under Macs signed in. Give the Vixlo version from the app itself, under Vixlo ▸ About Vixlo: the version the account page shows beside a Mac is the one it had when it last signed in, so it can be out of date after an update.
- What you did just before, and what you expected.
- For a problem you can make happen again, a diagnostic log: Writing a diagnostic log says how to make one and attach it.
What support can and cannot do
For your account, support can resend the confirmation email, send a password reset, remove a Mac or sign the account out everywhere, and extend a trial. Support cannot see your photographs, your libraries or your edits: none of them ever reach Vixlo or your account.