Support

Check these first

The phone does not find the Mac

• Is the agent running on the Mac? It shows an icon in the menu bar.
• Is the Mac awake and unlocked? A locked Mac cannot assemble its keys, and the connection fails with that reason named.
• On the same Wi-Fi, the phone finds the Mac over Bonjour. Some guest networks block that; the outside path still works.
• macOS asks for a "Local Network" permission the first time. If it was declined, grant it in System Settings → Privacy & Security → Local Network.

The connection keeps dropping

Open the diagnostics screen in the app. It shows which path is in use — local, direct or relay — the measured latency, and the recent history of connection events. That screen is where a support message should start.

The terminal opens but stays empty

The session lives on the Mac and survives losing the connection. Leaving the screen and coming back returns to the same session; if the Mac forgot it — after a restart, or a long idle timeout — the app says so and opens a new one.

A subscription is not recognised on a new device

Use Restore Purchases on the subscription screen. If the subscription was bought without signing in, signing in once links it to an account so it can follow you to further devices.

What the app deliberately does not do

• It does not show the Mac's screen. It is not a remote desktop: it hands over structured services, and anything that only exists as pixels stays on the Mac.
• It does not run anything by itself. Every command is one you typed or a tool you started.
• It does not reach a Mac that is asleep, locked, or offline.

Reporting a security problem

Write to the same address with "security" in the subject. Please include what you observed and how to reproduce it, and give us time to fix it before making it public.