# Support

Write to support@plainkeep.app. A person reads every email.

It helps to include your macOS version and the Plainkeep version from Plainkeep → About Plainkeep. Please do not send your notes or your database unless we ask; we can almost always help without them.

## Common questions

“That key is in use on another Mac.”

A key works on one Mac at a time. Open Settings on the Mac that has it and choose Deactivate… under Licence, then try again. A key on a Mac that is lost, broken or wiped cannot be freed, so that needs a new key.

“That key was not recognised.”

Copy the key again from your receipt email, including the dashes. If it still fails, send us the email address you bought with.

“Could not reach the licence server.”

Activation is the one thing that needs the internet. Check your connection, or a firewall that blocks api.lemonsqueezy.com, and try again. Your notes are unaffected.

I forgot the password to my locked file.

We cannot open it. The password is never stored or sent anywhere, so there is nothing to reset. Locking deletes Plainkeep's own unencrypted backups, but a copy made before you locked it, such as one in Time Machine, opens without a password.

A note I wrote on my other Mac is missing.

Check that both Macs open the same file, under Database in Settings. If both changed it at once, the other version is next to the file as db.conflict- followed by the time. It is plain JSON, so any text editor shows what is in it.

I lost my licence key.

Search your email for the receipt from Lemon Squeezy, or write to us from the address you bought with.

Can I have a refund?

Yes, within 30 days. See Refunds.