Getting help

What to include

Any of these that you know will make the reply faster and more useful:

• Your macOS version —  menu → About This Mac.
• Your Nearhand version — Settings → About.
• Whether you installed it from the Mac App Store or downloaded it directly. The two builds differ, so this matters more than it sounds.
• What you did, what happened, and what you expected instead.

Things worth trying first

The shelf won't come out

Check which screen edge is set in Settings → Shelf, and that the pointer hot zone is switched on. On a multi-display setup the shelf lives on one screen at a time. Nearhand runs without a Dock icon, so if it seems to be gone, look for it in the menu bar.

A licence key won't activate

Activation needs a working internet connection and counts against the machine limit on your key. If you have moved to a new Mac, deactivate the old one in Settings → Licence to free the slot. App Store purchases have no key at all — use Restore Purchases instead.

The web clipper isn't reaching the app

Nearhand must be running, and the extension talks to it on a local port (8787 by default, in Settings → Web Clipper). If you have changed the port, change it in the extension too. After updating the extension you have to reload it at chrome://extensions — an un-reloaded extension keeps running the old code.

Captions didn't appear on a recording

Caption generation is a setting, and it runs after a recording is filed rather than during it. It needs the speech model for your language to be available. Captions are written beside the video as a separate file, so the recording itself is never re-encoded — and this feature is not in the Mac App Store build.

Where your files live

If you want to get at the shelf contents directly, or take a backup:

• Direct download: ~/Library/Application Support/Nearhand/
• Mac App Store: ~/Library/Containers/com.nearhand.app/Data/Library/Application Support/Nearhand/

Items are ordinary files in ordinary folders. Nothing is locked in a database, and you can copy them out whenever you like.

Refunds

Bought directly and it isn't for you? Write in within 30 days and we will refund it — no justification needed. App Store purchases have to be refunded by Apple, which the terms explain.

Privacy questions

The privacy policy lists every case where anything leaves your Mac. If it doesn't answer your question, ask and we will add the answer to it.