Support
Support
Need help with a DNZ Labs product? Write in with enough detail so we can understand the issue quickly.
Reach us
Contact
Email support@dnzlabs.app for product help and licensing or purchase issues, or privacy@dnzlabs.app for privacy-related requests.
Before you write
What to include
For faster support, include:
- Product name
- App version
- Build number
- macOS version
- License status if relevant
- Order ID if purchase-related
- What you expected to happen
- What actually happened
- Steps to reproduce the issue
- Screenshot or screen recording if useful
If the app has “Copy Diagnostic Info”, include that text.
Do not include sensitive files, private keys, full license keys, passwords, or confidential customer data unless necessary.
Troubleshooting
Common issues
License does not activate
Check:
- You copied the full license key.
- You are connected to the internet.
- You are activating the correct product.
- The purchase was not refunded.
- The subscription is still active.
- Activation limit has not been reached.
If it still fails, contact support.
App does not update
Check:
- You are connected to the internet.
- The appcast URL is reachable.
- You are using a supported macOS version.
- The app is not blocked by firewall or network settings.
Refund or duplicate purchase
Send:
- Purchase email
- Order ID
- Product name
- Reason for request
What to expect
Response times
We aim to reply within two business days.
Response times may vary depending on workload, complexity, weekends, holidays, and product status.