CrewGetting help
Email support@fift.studio. It’s the one address for everything: questions, problems, payments and refunds.
Look here first
- Installing or opening Crew: Install Crew.
- Paying, offline use, refunds and cancelling: Membership.
- Turning on approvals for this Mac: Pairing this Mac.
- Removing Crew: Uninstalling Crew.
Fix it yourself
- Crew can’t reach its helper. A dot in Crew’s toolbar means Crew Core isn’t answering: amber while Crew reconnects, red after about five minutes. Click the dot to retry. What’s on screen is the last reading, so check its age. In Crew, see Help › Crew Help › Reconnecting to Core.
- Crew says it’s about to restart. That’s Crew installing its own update. Let it finish. If Crew doesn’t open again, open it from your Applications folder.
- Presenting mode hides too much or too little. To show more, choose what’s Public on Stream when Presenting turns on. To hide more, add names to Settings › Presenting › Always hidden before you go live, and press ⌃⌥⌘B to blank every Crew window at once. See Presenting mode.
- A refund. If Crew is not right for you, ask within 7 days of your first payment for a refund of that payment. See the Refund Policy.
- Removing Crew. Quit Crew, move it to the Trash, and check Login Items. Your projects stay where they are. See Uninstalling Crew.
What to put in your email
- Your Crew version and build: in Crew, choose Crew › About Crew.
- Your macOS version: choose Apple menu › About This Mac.
- What you did, what you expected, and what happened instead.
- A screenshot helps. Hide anything private first; Presenting mode can help.
Never send us a password, an API key, a sign-in code or a card number. We never ask for them, and nobody from Crew will.
Payments and refunds
Paddle, our reseller, handles every payment. To ask for a refund within 7 days of your first payment, choose Request a Refund in Crew or email us; see the Refund Policy. To cancel, use the link in your receipt email or the Paddle customer portal.
Security problems
If you think you’ve found a security problem in Crew, email support@fift.studio with “Security” in the subject, and please don’t post the details publicly until we’ve replied.