Getting help: Contact Support and My Support

When something isn't working, open Contact Support from the More menu. It's a short form that goes to the Storage Studio team: you can edit every word before it's sent, and you choose exactly what extra information to include. My Support then keeps track of your tickets and the team's replies.

Before you write

• Ask Tuhi in the Home screen's Ask box — many questions have a direct answer.
• Read Something's not working: start here.
• In the Advanced popover, Help (⌘?) opens the full manual inside the app.

Opening a ticket

%% caption: How a support ticket is opened and followed up
flowchart TD
  A[More, then Contact Support] --> B[Write a subject and message]
  B --> C[Choose what to include]
  C --> D[Send to Support]
  D --> E[Ticket is open: reply arrives by email]
  E --> F[Follow it in My Support]

1. In the Storage Studio window, click More → Contact Support… (under Help & Support). The same menu is under More… when you right-click the menu bar icon.
2. Your registered email is filled in — replies go there.
3. Add a Subject and a Message.
4. Under What we'll include, choose what to attach:
   • Storage Studio version
   • macOS version
   • A diagnostics summary (helps us help you faster) — click Show exactly what the diagnostics contain to read it first.
5. Click Send to Support.

You'll see that your ticket is open, with its reference. The team replies by email, and you can reply to that email any time.

What the diagnostics summary contains

A few plain sentences: your Storage Studio and macOS versions, your Mac's model and chip, how much space is free on your Mac and on your external drive (or that it isn't connected), how many cloud accounts are connected, and how many background items need attention. The form says it plainly: We never include your files, file names, or file contents. Nothing is sent until you click Send to Support.

When Tuhi offers a ticket

If you tell Tuhi about something going wrong — "backups keep failing", "it won't open" — and it can't sort it out, it offers to open a ticket. The form opens with a draft of your problem and the diagnostics summary switched on. It's still only a draft: change anything, switch anything off, or cancel. You can also just type "contact support" in the Ask box.

My Support

More → My Support… lists every ticket you've opened from this Mac, newest first, and checks for new replies every few minutes.

• Select a ticket to read the conversation and Reply.
• Close ticket when you're sorted; Reopen if the problem comes back.
• Once a ticket is resolved or closed, you can rate your support experience.

You can also ask Tuhi about "my ticket" or "ticket status" for a quick summary.

Other ways to help us help you

• Sharing diagnostic logs lets support see what's going wrong while it happens, if they ask.
• Share Your Experience is for feedback and ideas rather than problems.

See also: Asking Tuhi a question, Everything looks stuck.