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 a Founders’ purchase, include the receipt reference and contact us from your purchase email address.
Your completed Stripe purchase is proof of your Direct license. In-app activation, managed transcription subscriptions and Mac App Store purchases are still being prepared. A download alone does not establish a paid license.
Find a Direct license
Keep your Stripe receipt. If you need help locating a purchase, email support from the address used at checkout. Self-service license recovery and in-app activation are not available yet.
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 Founders’ Direct license covers one operator on up to two Macs. The current app does not require device registration. Install it on your replacement Mac and stop using it on the retired Mac; 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.