Install or open the macOS app
Email subject: [Support] Install issue
- Your macOS version
- ShotMind app version
- A screenshot of the warning or error
- Whether Gatekeeper blocked the app
ShotMind Support
Support Center
For ShotMind support, send a focused email with the issue type, the app version, and a screenshot of the state you are seeing.
What to include
Login or account access
Email subject: [Support] Login issue
- Your account email
- The time the issue happened
- The exact error message
- Whether sign-in works in the web dashboard
Analysis stuck or failed
Email subject: [Support] Analysis stuck
- The video file name
- Approximate video length
- Task Center status and counts
- Whether quota changed before or after the failure
Quota or billing questions
Email subject: [Billing] Quota question
- Your account email
- Screenshots of the quota numbers
- Whether the task is still running
- Any access plan or Pack name shown in the app
Search quality or missing results
Email subject: [Support] Search issue
- The search phrase you used
- The language of the query
- A screenshot of the target shot, if available
- Whether the shot appears in My Library
Privacy or data requests
Email subject: [Privacy] Data request
- Your account email
- The type of request: access, export, or deletion
- Whether the request involves desktop local files
- Any deadline required by local law
How we investigate issues
- 1We first check account status, quota, recent tasks, and service health.
- 2For analysis issues, we identify whether the problem is local processing, upload, AI analysis, database entry, or search indexing.
- 3If a failed task can be retried safely, we may retry it from the admin console or explain the next manual step.
- 4If quota was reserved by a failed task, we verify whether it was released or whether manual adjustment is needed.
Access and billing questions
For account access, quota, Pack, subscription, or refund questions, email hello@shotmind.net with the [Billing] prefix.