✦Contact & support

We’re here to help.

Questions, problems, ideas or billing: email and a real person replies.

Getting help faster

What to include

  • Your macOS version and Mac model
  • Your Shotbox version, from the Shotbox menu
  • What you did, what you expected and what happened
  • The log file at ~/Library/Logs/Shotbox.log. It records which permissions Shotbox has at each launch, which answers most problems straight away.
Billing

Subscriptions and refunds

  • Cancel any time from the link in your receipt email
  • You keep Shotbox until the end of the month you’ve paid for
  • Email within 14 days of a payment for a full refund (refund policy)
  • Team invoices: email us with the number of people
Everything else

Press, partnerships and ideas

Writing about Shotbox, want to work together, or have a feature you wish it had? Same address: support@shotbox.example.

Quick fixes

Try these first.

Screen Recording is on, but capture still fails

macOS remembers the answer per running app, and a stale entry can look enabled while capture is refused. Use Relaunch Shotbox in the permission dialog, or Reset & Re-request to clear the entry and ask again.

My voice isn’t in the recording

The microphone is a separate permission, asked for when the recording setup opens. If it was refused, Shotbox records system audio only and says so. Allow Shotbox under System Settings › Privacy & Security › Microphone.

A camera effect is stuck on

Portrait, background and other camera effects belong to macOS and are set per app. Choose Camera Video Effects… from the Shotbox menu to wake the camera so the control in Control Center is reachable again.

Captions won’t generate

Shotbox only transcribes on your Mac. If no offline speech model is installed for your language, add the language under System Settings › General › Language & Region.

Scrolling capture won’t scroll by itself

Automatic scrolling needs Accessibility permission. Without it, choose Manual and scroll with your trackpad while Shotbox watches.