Support

Email info@amastran.net. Please tell us: your computer (Mac or Windows and the version), the app version (shown at the bottom of the left menu), and what happened. We aim to reply within 2 business days.

Quick fixes

• My Mac or Windows says it cannot verify the app. Is it safe? Yes. Small independent makers get this warning until they buy the yearly verified-developer certificate, and we have not bought one yet. On a Mac click Done, then Apple menu → System Settings → Privacy & Security → Open Anyway. On Windows click More info → Run anyway. You only do it once.
• My Mac asks for a password and mentions "Your Watch Shelf Safe Storage". That is normal on the Mac version: the app keeps a small secret key of its own in your keychain. Type your Mac login password and click Always Allow. It may ask again after an update.
• I bought it but the app says Free trial. Open Settings, then Open the License screen, then Activate your purchase by email. Enter the email you bought with, then the 8-character code we email you (check spam; it expires in 15 minutes). Use the same email on every computer.
• I changed computer / I want to use it on my second computer. Install the app, then activate by email as above. Your plan covers 2 or 5 computers at the same time. If all of them are in use, the app asks which one to sign out; nothing is deleted on that computer. To bring your library across, connect the same Google Drive account on both computers (Settings → Google Drive sync), or use Export and Restore.
• It says I moved too many times. You can sign out or move computers 2 times in any 30 days on a 2-computer plan, and 4 times on a 5-computer plan. Email us and we can allow another move.
• My trial ended / my subscription ended. Nothing is deleted. The app switches to read-only: you can look through your library and search it, but playing, adding, editing, exporting and syncing are paused. Subscribe or activate your purchase and everything comes back at once.
• The app asks me to connect to the internet. The app works offline for up to 32 days between licence checks. Connect once and it carries on.
• Refund or cancel. Cancel in your Whop account (whop.com → your purchases, or the link in your receipt email). You keep access until the paid period ends. Refunds are available within 3 days of your first payment, one per customer: see the refund policy.
• A video says "File not found". Click it and choose "Locate file…" or "Locate folder…".
• A video plays without sound, or will not play. Some audio (AC3, E-AC3, DTS) and some formats (for example AVI) are not supported by the built-in player. The card shows "No audio", or "Open with…" buttons appear so you can use VLC or your default app.
• Report a bug or send feedback. Use the buttons in the left menu under Help. They open an email to us; nothing is sent until you press send.