ShotMind

ShotMind Support

Support Center

For ShotMind support, send a focused email with the issue type, the app version, and a screenshot of the state you are seeing.

Email supportContact options

New to ShotMind?

Start with the Quick Start guide if you want the shortest path from installation to your first searchable shot library.

Open Quick Start

Discord resource hub

For official updates, quick-start material, search examples, known limits, and workflow notes, open the read-only Discord resource hub.

Open resource hub

What to include

Install or open the macOS app

Email subject: [Support] Install issue

  • Your macOS version
  • ShotMind app version
  • A screenshot of the warning or error
  • Whether Gatekeeper blocked the app

Login or account access

Email subject: [Support] Login issue

  • Your account email
  • The time the issue happened
  • The exact error message
  • Whether sign-in works in the web dashboard

Analysis stuck or failed

Email subject: [Support] Analysis stuck

  • The video file name
  • Approximate video length
  • Task Center status and counts
  • Whether quota changed before or after the failure

Quota or billing questions

Email subject: [Billing] Quota question

  • Your account email
  • Screenshots of the quota numbers
  • Whether the task is still running
  • Any access plan or Pack name shown in the app

Search quality or missing results

Email subject: [Support] Search issue

  • The search phrase you used
  • The language of the query
  • A screenshot of the target shot, if available
  • Whether the shot appears in My Library

Privacy or data requests

Email subject: [Privacy] Data request

  • Your account email
  • The type of request: access, export, or deletion
  • Whether the request involves desktop local files
  • Whether there is an unresolved dispute or legal hold notice
  • Any deadline required by local law

How we investigate issues

  1. 1We first check account status, quota, recent tasks, and service health.
  2. 2For analysis issues, we identify whether the problem is local processing, clip submission, cloud AI analysis, quota or task records, result return, temporary file cleanup, or desktop local index generation.
  3. 3If a failed task can be retried safely, we may retry it from the admin console or explain the next manual step.
  4. 4If quota was reserved by a failed task, we verify whether it was released or whether manual adjustment is needed.

Access and billing questions

For account access, AI analysis credits, Pack, payment, or refund questions, email hello@shotmind.net with the [Billing] prefix.