# Contact support and prepare a useful report

> What to include so the first reply solves your problem, and what never to send.
>
> Verified against the current RoughCut app on 28 August 2026
> https://www.roughcuteditor.com/docs/contact-support

Support is handled by email at samer@thaka2.ai. Before writing, check the troubleshooting page and the error reference, because most problems are named directly in the message RoughCut showed you. When you do write, include your RoughCut and macOS versions, your Mac model, the source file type and rough duration, which transcription path and AI provider you used, the exact error text, and the steps to reproduce it. Never send API keys, passwords, payment details, or confidential client media. For Apple billing, cancellation, and refund decisions, contact Apple rather than RoughCut, because purchases are handled entirely through the App Store.

## Before you write

Two pages resolve most problems faster than an email round trip:

- [Troubleshooting by symptom](/docs/troubleshooting) — organised by what you can see.
- [Error and warning reference](/docs/error-reference) — the exact messages and what each means.

RoughCut names the cause in nearly every failure, so the message itself is usually the answer.

## How to reach support

Email **[samer@thaka2.ai](mailto:samer@thaka2.ai)**. This is the support address for the app and the website, and it is the same address published on the [support page](/support) and in the [Terms of Use](/terms).

## What to include

Copy this list into your message and fill it in. It is the difference between one reply and five.

1. **RoughCut version** — from `RoughCut → About`.
2. **macOS version** — from `Apple menu → About This Mac`.
3. **Mac model and chip** — from the same window.
4. **Source file** — extension and approximate duration, for example "a 42-minute `.mov`".
5. **Transcription path** — `On-device` or `✦ Cloud (OpenAI)`.
6. **AI provider** — Gemini, OpenAI, or `Bad-take removal` turned off.
7. **The exact error text**, copied or screenshotted, not paraphrased.
8. **Steps to reproduce**, in order, including which settings you changed from the defaults.
9. **Whether it also happens on a short test clip** — thirty seconds of similar footage. This one answer often halves the investigation.

A screenshot helps, with private filenames and paths obscured.

## Expected result

A reply that either names the fix or asks one specific follow-up question. Response times vary — RoughCut is a small independent product and there is no published service-level agreement.

## The Debug Bundle

For deeper investigation, support may ask for a Debug Bundle: `Export → Export Debug Bundle (zip)…` on the job.

> ! The Debug Bundle contains that job's **transcript** and the full cut decision record. Open it and check the contents before sending. If the recording is confidential, say so instead — a description of the failure is often enough, and support will tell you if more is genuinely needed.

Two practical notes: the bundle is built during the initial run, so if you have since used `Recompute Cuts` the bundle reflects the state before the recompute. And a failed job keeps its extracted analysis audio for diagnosis, so bundles from failed jobs can be larger.

## Never send these

Support will never ask for any of them, and you should treat a request for them as illegitimate.

- **API keys.** If you think a key leaked, revoke it at your provider and create a new one — it takes seconds.
- **Apple Account passwords** or verification codes.
- **Payment card details.**
- **Keychain screenshots.**
- **Confidential client media.** A short synthetic clip that reproduces the problem is more useful anyway.

## Billing, cancellation, and refunds go to Apple

Purchases are handled entirely through the Mac App Store, so RoughCut cannot see payment details, change a charge, or issue a refund.

- Manage or cancel RoughCut Pro in your App Store subscription settings.
- For charges, refunds, and payment problems, use [Apple's billing support](https://support.apple.com/billing).
- If an entitlement is missing, first try `Settings → License → Restore Purchases`, then contact support if it still does not appear. See [Trial, core unlock, and RoughCut Pro](/docs/plans-purchases).

## Reporting a documentation problem

If a page on this site does not match what the app does, that is worth reporting on its own. Include the page address, the sentence that is wrong, and what you actually see in the app.

## Feature requests

Welcome, and best sent with the problem behind them rather than only the proposed solution — the recording situation, what you do manually today, and what the ideal result would be.