Support

Getting help

Almost everything people write in about has a documented answer that takes a minute. Start with the symptom below — and if none of them match, the email address is at the bottom and a person reads it.

Screenshots are staying on the DesktopCheck whether capture is paused, then whether folder access is granted. Those two account for almost every case.⌥Space does nothingSomething else on your Mac has almost certainly claimed the combination. The doc shows how to find what, and how to pick another.Search finds nothing, or the wrong thingRecognition is strong on screen text and weaker on photographs of screens and handwriting. There are three separate causes and they have different fixes.macOS is asking for permission, or refusingEach request maps to something you can watch the app do. Two of the three are optional.It worked yesterday and stopped after an updateSuspect permissions before anything else. Changing the app binary can reset what macOS has granted it, and the symptom looks exactly like a bug.I want my files, or I want to leaveEverything is ordinary files and a SQLite database you can open. Export takes one click and uninstalling leaves nothing behind.

Nothing matching? All documentation · If licence activation or updates are failing rather than the app itself, check service status first.

Writing in

What to include

Three lines saves a round trip, and a round trip is a day.

Which versionIf you installed recently it is 0.1.0. If you are not sure, say when you downloaded it — that is enough to work out.
Your MacThe macOS version, and whether it is Apple silicon or Intel.
The gapWhat you expected to happen, and what happened instead. Not the diagnosis — the observation.

Please do not send the screenshot

Describe it. The premise of Screenshot Inbox is that your captures never leave your machine, and that should not quietly stop being true the moment you need support. Nobody should have to weigh up whether a client's dashboard is safe to email.

support@screenshotinbox.com

Press, legal, security disclosure or anything about the company goes to contact instead — different questions, and keeping them apart is what makes the support inbox fast.

Common questions

How long does a reply take?
Replies come usually within a working day, and always inside three working days — if you have heard nothing by then the message went astray and it is worth writing again. One person reads that inbox, from India, so replies arrive on Indian Standard Time. There is no ticket system and no chat widget, partly because a chat widget means loading a third party's script onto a site that promises not to.
I have lost my licence key.
It is in the purchase email from Lemon Squeezy — search your inbox and spam folder for “Screenshot Inbox” first. If it is really gone, write from the address you bought with and it will be sent again. It is the single most common support request for any one-time-purchase Mac app. Look up your key →
Should I send you the screenshot that is causing the problem?
No. Describe it instead. The whole premise of this app is that your screenshots do not leave your machine, and that should not stop being true the moment you need help. If a file is genuinely necessary we will work out something safe.
Can I ask for a feature?
Yes, and they get read. It is worth checking what has already been ruled out first — if it is on that list the answer is a considered no rather than a maybe, and you deserve to know which. See what is ruled out →