Support
Report a problem, recover a license, or ask a product question. We reply from humans — usually within one business day.
Contact
Email [email protected]. Include your purchase email or order number when you have one.
Report a problem
Please include:
- When it happened (date, time, and timezone)
- Whether the project was newly recorded or an older project
- Exact steps to reproduce
- Expected result vs actual result
- Whether it happens every time
- Whether it only appears after reopening the project, or only after play, scrub, export, or layout changes
- App version and macOS version (Apple menu → About This Mac)
Do not paste license codes, tokens, or API keys into email. Redact them first.
Diagnostics package
In CursorFocus, open Settings → Report a problem (or Create diagnostics package when available). You can create a local ZIP even without membership.
- Default package: app version, OS, architecture, project structure summary, recent related logs, error codes, and feature-gate status — with paths, emails, tokens, license codes, API keys, and hardware identifiers redacted.
- Raw video, camera frames, audio, screenshots, and full project media are not included unless you explicitly opt in.
- If online upload is unavailable, save the ZIP locally and attach it to your email (or share a private link). Upload failure never deletes your local package.
Until the in-app uploader is live, emailing the redacted ZIP (or a private download link) is the supported path. We will not claim a report was “submitted” unless you receive a confirmation email with a report id.
License and activation
Step-by-step: Activate your license. Free a Mac seat: Manage devices.
Activation uses https://api.cursorfocus.com. If Settings shows “Activation service is not available,” the license API is temporarily unreachable — export stays gated until the service responds again. Email us with your purchase email (not the raw code) if activation fails after purchase.
Refunds
14-day money-back: Refund policy.
Updates and downloads
Release files and update feeds are served from https://download.cursorfocus.com, separate from this marketing site. If a download link is missing on the Download page, email [email protected].
Priority
- P0 — data loss, privacy leak, wrong export, recording that cannot stop, license bypass
- P1 — historical project misalignment, preview/export mismatch, major feature broken
- P2 — localized UI issues, performance regressions, intermittent flicker
- P3 — visual polish and copy