What to include
- Which product: the app (Mac or phone) or the Premiere extension, and its version.
- Your computer or phone and its system version, for example macOS 15.
- What you did, what you expected, and what happened instead.
- A screenshot if it's something you can see.
- For the extension, your licence key or the email address it was issued to.
Sending a diagnostics file
Our apps don't send anything to us by themselves. If we ask for diagnostics, you make a file and attach it to your email yourself:
- The app for Mac: choose Help ▸ Save Diagnostics File… and attach the file it saves.
Diagnostics files hold the app's logs and some facts about your setup. They don't include your footage. Have a look before you send one if your work is sensitive.
Forgotten passwords
If a .tbv file is locked with a password and the password is lost, nobody can open it, including us. The password never leaves the device it was typed on, and there's no back door. Ask the sender to send it again.
Licences and computers
Alpha licences for the extension cover two computers. If both are taken and you've changed computers, email us from the address the licence was issued to and we'll free one up.
Your personal information
To get a copy of what we hold about you, correct it or delete it, email us from the address concerned. We reply within 30 days. What we hold, and why, is set out in the privacy policy.