Support
A real person reads every message. Email is the fastest way to reach us, and you do not need an account or a ticket number to write in.
Email us
Writing to that address opens a support case automatically — there is no separate form to fill in.
Hours and response times
- Hours: Monday to Friday, 9:00–17:00 Eastern Time (UTC−5), excluding public holidays.
- First response: within 1 business day of your email arriving.
- Billing and licence problems: within 1 business day, and we will not leave you unable to export work you have paid for while we sort it out.
Messages sent outside those hours are answered on the next business day. We do not offer phone support or live chat.
Before you write in
Most questions are answered in the documentation, which covers recording, auto-edit, captions, export and connected accounts.
Reporting a problem
CueClip runs on your own Mac, so we cannot see what went wrong unless you tell us. Including these makes a fix much faster:
- Your CueClip version — the Settings menu shows it, or choose CueClip → About CueClip.
- Your macOS version.
- What you did, what you expected, and what happened instead.
- For a problem with one video: roughly how long it is, and where it came from (recorded in CueClip, imported from a file, or pulled from a connected account).
- A screenshot of any error message.
Please do not send us video files unless we ask. Your recordings stay on your Mac and we would rather keep it that way.
Connected accounts
If a connected account such as Zoom or YouTube stops working, the usual cause is that access was removed on that service's side. Disconnecting and connecting again fixes most cases. Each service's documentation page explains how to remove CueClip and what happens to your data when you do.
Security
To report a security issue, email support@cueclip.app with “Security” in the subject line. Please give us a reasonable chance to fix it before telling anyone else.