{
  "schema": "https://storagestudio.us/schema/wiki-page.v1",
  "title": "Getting help: Contact Support and My Support",
  "slug": "getting-help",
  "url": "https://storagestudio.us/wiki/getting-help",
  "markdown_url": "https://storagestudio.us/wiki/getting-help.md",
  "category": "Getting started",
  "category_url": "https://storagestudio.us/wiki/getting-started/",
  "tags": [
    "support",
    "troubleshooting",
    "tuhi",
    "getting started"
  ],
  "summary": "Contact Support opens a form you can edit completely before anything is sent, with switches for exactly what extra information to include. My Support lists your tickets, shows replies and lets you reply, close or reopen them. Tuhi can open the form for you.",
  "published_at": "2026-10-01T06:16:03.000Z",
  "updated_at": "2026-10-01T05:35:35.000Z",
  "headings": [
    {
      "level": 2,
      "text": "Before you write",
      "id": "before-you-write"
    },
    {
      "level": 2,
      "text": "Opening a ticket",
      "id": "opening-a-ticket"
    },
    {
      "level": 2,
      "text": "What the diagnostics summary contains",
      "id": "what-the-diagnostics-summary-contains"
    },
    {
      "level": 2,
      "text": "When Tuhi offers a ticket",
      "id": "when-tuhi-offers-a-ticket"
    },
    {
      "level": 2,
      "text": "My Support",
      "id": "my-support"
    },
    {
      "level": 2,
      "text": "Other ways to help us help you",
      "id": "other-ways-to-help-us-help-you"
    }
  ],
  "links_out": [
    {
      "slug": "tuhi",
      "label": "Tuhi",
      "exists": true,
      "url": "https://storagestudio.us/wiki/tuhi"
    },
    {
      "slug": "troubleshooting-start-here",
      "label": "Something's not working: start here",
      "exists": true,
      "url": "https://storagestudio.us/wiki/troubleshooting-start-here"
    },
    {
      "slug": "sharing-diagnostic-logs",
      "label": "Sharing diagnostic logs",
      "exists": true,
      "url": "https://storagestudio.us/wiki/sharing-diagnostic-logs"
    },
    {
      "slug": "share-your-experience",
      "label": "Share Your Experience",
      "exists": true,
      "url": "https://storagestudio.us/wiki/share-your-experience"
    },
    {
      "slug": "asking-tuhi",
      "label": "Asking Tuhi a question",
      "exists": true,
      "url": "https://storagestudio.us/wiki/asking-tuhi"
    },
    {
      "slug": "everything-looks-stuck",
      "label": "Everything looks stuck",
      "exists": true,
      "url": "https://storagestudio.us/wiki/everything-looks-stuck"
    }
  ],
  "links_in": [
    {
      "slug": "connecting-onedrive",
      "title": "Connecting OneDrive, including work and school accounts",
      "url": "https://storagestudio.us/wiki/connecting-onedrive"
    },
    {
      "slug": "buying-through-a-partner",
      "title": "If you came to us through a partner",
      "url": "https://storagestudio.us/wiki/buying-through-a-partner"
    },
    {
      "slug": "tuhi",
      "title": "Meet Tuhi, your storage assistant",
      "url": "https://storagestudio.us/wiki/tuhi"
    },
    {
      "slug": "paste-doesnt-work-in-a-text-box",
      "title": "Paste or Select All doesn't work in a text box",
      "url": "https://storagestudio.us/wiki/paste-doesnt-work-in-a-text-box"
    },
    {
      "slug": "payment-needed",
      "title": "Payment needed",
      "url": "https://storagestudio.us/wiki/payment-needed"
    },
    {
      "slug": "share-your-experience",
      "title": "Share Your Experience",
      "url": "https://storagestudio.us/wiki/share-your-experience"
    },
    {
      "slug": "sharing-diagnostic-logs",
      "title": "Sharing diagnostic logs with support",
      "url": "https://storagestudio.us/wiki/sharing-diagnostic-logs"
    },
    {
      "slug": "troubleshooting-start-here",
      "title": "Something's not working: start here",
      "url": "https://storagestudio.us/wiki/troubleshooting-start-here"
    },
    {
      "slug": "the-moves-log",
      "title": "The Moves log",
      "url": "https://storagestudio.us/wiki/the-moves-log"
    },
    {
      "slug": "tuhi-on-our-website",
      "title": "Tuhi on our website",
      "url": "https://storagestudio.us/wiki/tuhi-on-our-website"
    },
    {
      "slug": "tuhi-is-private",
      "title": "Tuhi runs on your Mac",
      "url": "https://storagestudio.us/wiki/tuhi-is-private"
    },
    {
      "slug": "moving-to-a-new-mac",
      "title": "Using your licence on a new Mac",
      "url": "https://storagestudio.us/wiki/moving-to-a-new-mac"
    },
    {
      "slug": "backup-messages",
      "title": "What backup messages mean",
      "url": "https://storagestudio.us/wiki/backup-messages"
    },
    {
      "slug": "what-leaves-your-mac",
      "title": "What leaves your Mac, and when",
      "url": "https://storagestudio.us/wiki/what-leaves-your-mac"
    },
    {
      "slug": "macos-says-the-app-cant-be-opened",
      "title": "macOS says the app can't be opened",
      "url": "https://storagestudio.us/wiki/macos-says-the-app-cant-be-opened"
    }
  ],
  "diagrams": [
    {
      "kind": "flowchart",
      "caption": "How a support ticket is opened and followed up",
      "outline": "- More, then Contact Support\n  - leads to Write a subject and message\n- Write a subject and message\n  - leads to Choose what to include\n- Choose what to include\n  - leads to Send to Support\n- Send to Support\n  - leads to Ticket is open: reply arrives by email\n- Ticket is open: reply arrives by email\n  - leads to Follow it in My Support\n",
      "source": "%% caption: How a support ticket is opened and followed up\nflowchart TD\n  A[More, then Contact Support] --> B[Write a subject and message]\n  B --> C[Choose what to include]\n  C --> D[Send to Support]\n  D --> E[Ticket is open: reply arrives by email]\n  E --> F[Follow it in My Support]"
    }
  ],
  "images": [],
  "screenshots_pending": [
    {
      "alt": "The Contact Support window with a subject and message filled in and the \"What we'll include\" box showing its three switches",
      "caption": "The Contact Support form"
    }
  ],
  "faqs": [],
  "text": "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 How a support ticket is opened and followed up Flowchart outline: How a support ticket is opened and followed up More, then Contact Support leads to Write a subject and message Write a subject and message leads to Choose what to include Choose what to include leads to Send to Support Send to Support leads to Ticket is open: reply arrives by email Ticket is open: reply arrives by email leads to Follow it in My Support 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. Your registered email is filled in — replies go there. Add a Subject and a Message . 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. 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 .",
  "markdown": "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.\n\n## Before you write\n\n- Ask [Tuhi](https://storagestudio.us/wiki/tuhi) in the Home screen's Ask box — many questions have a direct answer.\n- Read [Something's not working: start here](https://storagestudio.us/wiki/troubleshooting-start-here).\n- In the Advanced popover, **Help** (⌘?) opens the full manual inside the app.\n\n## Opening a ticket\n\n```mermaid\n%% caption: How a support ticket is opened and followed up\nflowchart TD\n  A[More, then Contact Support] --> B[Write a subject and message]\n  B --> C[Choose what to include]\n  C --> D[Send to Support]\n  D --> E[Ticket is open: reply arrives by email]\n  E --> F[Follow it in My Support]\n```\n\n*Flowchart — How a support ticket is opened and followed up. Outline:*\n\n- More, then Contact Support\n  - leads to Write a subject and message\n- Write a subject and message\n  - leads to Choose what to include\n- Choose what to include\n  - leads to Send to Support\n- Send to Support\n  - leads to Ticket is open: reply arrives by email\n- Ticket is open: reply arrives by email\n  - leads to Follow it in My Support\n\n1. 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.\n2. Your registered email is filled in — replies go there.\n3. Add a **Subject** and a **Message**.\n4. Under **What we'll include**, choose what to attach:\n   - **Storage Studio version**\n   - **macOS version**\n   - **A diagnostics summary (helps us help you faster)** — click **Show exactly what the diagnostics contain** to read it first.\n5. Click **Send to Support**.\n\nYou'll see that your ticket is open, with its reference. The team replies by email, and you can reply to that email any time.\n\n## What the diagnostics summary contains\n\nA 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**.\n\n## When Tuhi offers a ticket\n\nIf 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.\n\n## My Support\n\n**More** → **My Support…** lists every ticket you've opened from this Mac, newest first, and checks for new replies every few minutes.\n\n- Select a ticket to read the conversation and **Reply**.\n- **Close ticket** when you're sorted; **Reopen** if the problem comes back.\n- Once a ticket is resolved or closed, you can rate your support experience.\n\nYou can also ask Tuhi about *\"my ticket\"* or *\"ticket status\"* for a quick summary.\n\n## Other ways to help us help you\n\n- [Sharing diagnostic logs](https://storagestudio.us/wiki/sharing-diagnostic-logs) lets support see what's going wrong while it happens, if they ask.\n- [Share Your Experience](https://storagestudio.us/wiki/share-your-experience) is for feedback and ideas rather than problems.\n\nSee also: [Asking Tuhi a question](https://storagestudio.us/wiki/asking-tuhi), [Everything looks stuck](https://storagestudio.us/wiki/everything-looks-stuck).\n"
}