Support
Most of these can be settled from your own account page in less time than an email takes. Anything that cannot, write to us.
- Can I pay with PromptPay?
- Yes, for the yearly and Lifetime plans. Monthly is card only, because PromptPay cannot carry a recurring charge. A yearly PromptPay purchase is a single payment covering twelve months, so it does not renew by itself — we email you before it runs out.
- Does Orbshot send my screenshots anywhere?
- No. Captures, recordings, text recognition and sensitive-data detection all happen on your Mac. The only request the app makes is a licence check, and the privacy page lists every field that request carries — a test reads the app's source and fails if that list ever drifts from what the code actually sends.
- How do refunds and cancelling work?
- Cancel whenever you like and keep Pro until the period you paid for ends. A period that has already begun is not refunded — and the free version has no time limit, so you never have to buy in order to find out. Three things are put right without argument: a double charge, a charge after cancelling, and the app failing to run on a macOS version this site says it supports.
- I have lost my licence key.
- Nobody at Orbshot can look it up — the database keeps only a hash of it, on purpose, so that a leaked copy is not a pile of working licences. You do not need it: sign in on your account page with the address you bought with and press Open in Orbshot, which sets the Mac up directly. If you cannot sign in with that address, write to us and we will issue a new key and retire the old one.
- It says all my seats are in use.
- A Pro licence covers two Macs, and a Mac's identity changes with its logic board — so a repaired, replaced or traded-in machine is still holding a seat. Your account page lists every Mac with the date it was last used; the one you do not recognise is usually the old machine. Release frees the seat immediately, and nobody has to be involved.
- I paid and no key arrived.
- Check the spam folder first, then the address on the receipt — a typo at checkout is the commonest cause. If neither explains it, reply to the receipt: we can see the payment, and we can send the key again. Do not pay a second time.
- I cancelled, but Pro still works.
- That is correct and it is the policy. Cancelling stops the renewal; it does not take away the period you have already paid for. Pro keeps working until that period ends and then the app carries on as the free version, with every project still opening.
- My card was declined and I did not cancel.
- Nothing has been lost. A first decline is usually a bank refusing a foreign software charge. Pro keeps working, the payment is retried, and updating your card in the billing portal is enough — the next successful charge puts the licence back to normal.
- It cannot record my screen, or the screenshot is black.
- That is the Screen Recording permission, and macOS can leave the switch looking on while the grant is stranded against an older copy of the app. Open Permissions… from the Orbshot menu, which shows what macOS actually thinks rather than what the switch looks like. If it is stranded, turn it off and on again in System Settings → Privacy & Security → Screen Recording and relaunch.
- macOS says the app is damaged.
- It is not damaged — macOS could not check the signature. If you downloaded Orbshot from anywhere other than orbshot.com, that is the answer: this is the only place it is served from. If you downloaded it from here, it is our fault and not yours, so tell us and we will fix the build.
Still stuck
Write to us, and reply on the receipt thread if you have one — it carries the licence and the amount, which is half of most answers. Please do not send a licence key by email; it is a credential, and the account page identifies you without one.