Support

A person reads these

There is a form inside the app — Setup → Advanced → Say something — and it is the better way, because it sends which build your booth is running and what size screen it is on without you having to find out. It also holds the message and sends it later if the venue has no signal.

Otherwise: [email protected].

That is Ahlchemy Author Company, who publish Ahlchemy Snap, so a reply comes from there rather than from here. The same people answer for everything we make, which is why a question gets to somebody who knows the answer rather than to whoever happens to be nearest.

If it is happening right now, at an event

Say so in the first line. An event in progress goes to the front of the queue, and there is usually something that can be done in the next few minutes.

In the meantime: shooting and printing do not need a connection. If what has stopped is guests collecting by code, carry on — everything waiting goes up on its own once there is a signal.

Worth trying first

Setup → Advanced → Check for an update. A browser can hold an old copy of the app through any number of reloads, and this is the single most common cause of "it was working yesterday".
Check the status page in case it is us.
Is the printer awake and on the same network? Most printing trouble is one of those two.

What to include

What you were doing, and what happened instead.
Which build — Setup → Advanced shows it.
The tablet and browser, roughly.
Not photographs of your guests. They are almost never needed and they are not ours to hold.

When to expect an answer

A small team, not a call centre. An event in progress gets an answer as fast as somebody can give one; everything else within a working day or two. If something is broken for everybody it will be on the status page before it is in your inbox.

There is no telephone number and no chat window, because a number nobody answers is worse than no number at all. If that changes it will say so here.

Getting your money back

Two days for any reason, and longer if something of ours stopped you running an event. The whole of it is on the refunds page.