Support

Support

Get help with installation, downloads, license activation, purchase recovery, and channel questions.

Email supportNo prompt data needed

01Contact

Email hello@jnjambrino.com for installation, download, license, refund, and product support.

For security reports, use security@jnjambrino.com. For privacy questions, use privacy@jnjambrino.com.

02Purchase help

Direct purchases use Lemon Squeezy. If you need the checkout link, a receipt, or a previous order, start with Lemon Squeezy My Orders.

My Orders uses the email address from checkout and sends a secure magic link. If that does not work, email support with the order ID if available and the email address used for the purchase.

03License help

For activation issues, include the app version, macOS version, the visible error state, and whether the Direct DMG was just installed, reinstalled, or moved to a new Mac.

If the activation limit was reached, include the order ID and the last four characters of the license key only. We can use that to find the order without exposing the whole key in email.

Read license help.

04Common cases

Moved to a new Mac: if the old Mac is available, open Settings, then License, and deactivate it before activating the new Mac. If the old Mac was replaced, wiped, or lost, contact support with the order ID, checkout email, and last four license-key characters.

No internet: first-time activation needs a network connection. After a successful activation, Prompto Direct can keep working offline with its local certificate while that certificate remains valid.

Disabled or expired license: recover the order in My Orders and contact support if the status looks wrong. Do not send the full license key or certificate in email.

05Refunds

Direct DMG purchases are processed by Lemon Squeezy. Email support with the order ID or checkout email and we will handle eligible Direct refunds through Lemon Squeezy.

Mac App Store billing and refunds are handled by Apple. Direct license keys cannot refund, unlock, discount, or transfer an App Store purchase.

06What to send

Safe to include:

  • Prompto app version and macOS version.
  • Whether you installed Direct DMG or Mac App Store.
  • Order ID, if you have it.
  • The last four characters of a license key.
  • A screenshot of the error with private fields hidden.

Do not send:

  • Full license keys.
  • Prompt bodies, prompt titles, or vault folders.
  • Raw device identifiers.
  • Full certificates, API keys, or signing secrets.
  • Unredacted logs that include private paths or personal data.

07Direct vs App Store

Direct DMG and Mac App Store are separate distribution channels. Direct uses Lemon Squeezy licensing and Sparkle updates. Mac App Store uses Apple-managed purchase, download, updates, and refunds.

Direct support can help with Lemon orders and Direct license activation. App Store account, billing, and refund issues are handled by Apple.