Support

Email us about Clipsmith or Snapback.

support@onceware.app

What to put in the email

The app name and its version (shown at the top of the About window).
What you did, what you expected, and what happened instead.
The diagnostics zip, if you can. It helps us find the problem fast.

How to make the diagnostics zip

Clipsmith

Click About at the top right.
Click Diagnostics, then OK.
File Explorer opens with the zip selected. Attach it to your email.

The zip has system info, the app log and the video-encoder check. It does not contain your videos, transcripts or video file names.

Snapback

Click ^ next to the clock, then the Snapback icon.
Click Diagnostics…, then Create zip.
File Explorer opens with the zip selected. Attach it to your email.

The zip has system info, the log, your settings and your saved layouts. Window titles are left out unless you tick "Include window titles".

Nothing is sent by the apps. The zip stays on your PC until you attach it.

Refunds

All purchases go through the Microsoft Store, so refunds do too. We do not see your payment details and cannot refund you ourselves. Use the Microsoft Store refund process: sign in at account.microsoft.com, open your order history, and request a refund for the order.