HERE WHEN YOU NEED US
Back to
your next cue.
Need a hand with Cue Magic? Email getsupport@synthops.ai. Include your app version, macOS version, and what happened. For early access, tell us a little about how you plan to use it.
Direct and Mac App Store releases are being prepared. An invitation or a completed download does not by itself establish a paid license or transcription subscription.
Find a Direct license
Open your SynthOps account and use the email associated with your license when sign-in is available. The account page can recover your key, show registered Macs and help activate a Mac using an offline request file.
If you no longer have that email address, contact us from an address you can use. Include a purchase reference if you have one. We’ll help verify ownership. Never send your password, sign-in code, full license key or payment card details by email.
Replace a lost or retired Mac
Each Direct license covers one operator and two registered Macs. In your account, choose “View Macs,” identify the old Mac and choose “Release Mac.” Check the selected Mac before confirming. You can then activate another Mac. Remote releases are limited to five in thirty days; contact support if you need help.
Use an offline license file
Once your Direct app version supports activation, create its activation request on the Mac you want to use. Sign in on a connected computer, select the request in your account and download the license file. Take that file back to the original Mac. It is bound to that Mac and uses a normal registration slot.
The native activation workflow is still being prepared for the public release. The account page alone does not add activation support to an older app build.
Manage transcription
Managed subscription purchases and billing management are not open yet. At launch, web subscriptions will be managed through your SynthOps account, and App Store subscriptions through Apple. We will provide the relevant management link when those journeys are available.
Canceling optional transcription does not remove permanent app ownership or saved transcripts. Keep the transcript files with your media and include them in your backups. The managed service is intended for processing, not long-term storage.
Private invitations
Follow the In-House setup instructions and the message that accompanied your invitation. Contact the person who invited you or SynthOps if a download link or code is missing. Keep shared codes out of support screenshots.
Privacy and security requests
For an account, content-deletion or privacy request, email getsupport@synthops.ai. We may need to verify the account before changing access or removing records. Report a suspected access problem without including secrets or recordings.