Support
Something not working? Write to us.
One address, read by the people who build the app. Bug reports, feature requests and disagreements about codecs all go to the same place.
What to put in the email
Your macOS version and which Mac it is, the version of Prequel from the tray menu, and what you were recording when it went wrong. If the app misbehaved rather than simply refused, attach the log as well. That is usually the difference between one reply and four.
Prequel cannot see your screen
Open System Settings, then Privacy & Security, then Screen & System Audio Recording, and allow Prequel. Quit the app and open it again afterwards: macOS keeps handing a running app the old answer, so this looks broken until you restart it.
The zooms did not follow my typing
Typing zooms need Accessibility, in the same Privacy & Security pane, and the same quit and reopen. Without it your clicks still drive the zooms, so that one input is missing rather than the feature being broken.
Something crashed, or an export failed
Send us the log. Click the Prequel icon in the menu bar and choose Show Log in Finder, or open ~/Library/Logs/Prequel/main.log yourself. It carries the app's lifecycle, the export progress and any error behind it.
Licences, billing and new Macs
Same address. Moving a lifetime licence to a new Mac, a receipt you need for expenses, a subscription you want stopped, or a trial that ran out before you got to try the thing you downloaded it for. The trial is 14 days and nothing it exports is watermarked.
Answered already?
The questions people ask before they buy are on the home page and the pricing page, with the answers written out rather than linked to a help centre.