Support

Problems, refunds and ideas: support@mediaflowswift.com. A bill or a payment: billing@longroadsoftware.com. Buying: hello@longroadsoftware.com. The contact form sends each note to the right one of those.

Email: support@mediaflowswift.com
Reply time: Usually within two working days.

New to MediaFlowSwift? It is a footage manager for Mac video creators: it offloads cards, organizes the clips and proves every copy before anything is removed. Download the 14-day free trial (no card), or see the plans.

Reporting a problem

In the app, choose Help › Report a Problem…. It gathers what helps find a fault — the version, what the app was doing, the end of its log, and any crash macOS recorded — and takes out your name, your drives, your folders and file names before showing you every word. Then click Email Report…: it opens a message to us in your own mail app with the report in it, for you to read and send. Nothing goes until you press Send, and we reply to the address you send from. Copy Report and Save… are there too, if you would rather send it another way.

Whichever way it arrives, a few things help most:

What you were doing when it happened, in a sentence.
Whether it happens every time or happened once.
Where the project and its footage live: the Mac, an external drive, or a network share.

If MediaFlowSwift won’t open

Go through these in order; one of them usually finds the problem.

Check your Mac. MediaFlowSwift needs an Apple silicon Mac (M1 or newer) running macOS 13 Ventura or later. Choose Apple menu › About This Mac: the Chip line should name an Apple M chip, and the macOS line should say 13 or higher. If you see a Processor line naming Intel instead, this Mac cannot run MediaFlowSwift.
Check the download finished. If the file name still ends in .download, .crdownload or .part, it did not. If you still have the zip, select it in Finder, choose File › Get Info, and compare its size with the one on the download page. If it is smaller, or the zip will not unzip, download it again.
Unzip it in Finder, then move it to Applications. Double-click the zip in Finder; that makes the app, named MediaFlowswift. (Safari may have unzipped it for you already, leaving the app in Downloads; that is fine.) Drag the app into your Applications folder and open it from there. Other unzip apps can leave hidden files inside the app, and macOS then says it is damaged.
Open it the ordinary way. Double-click it. The first time, macOS says it is an app downloaded from the internet and asks whether to open it: click Open. MediaFlowSwift is signed with our Apple Developer ID and notarized by Apple, so you do not need to right-click and choose Open, or click Open Anyway in Privacy & Security settings.

What macOS’s messages mean

“MediaFlowswift” is damaged and can’t be opened. You should move it to the Trash.: The copy on your Mac is not exactly the one we published: usually the download stopped early, or another app unzipped it. Move it to the Trash, download it again from the download page, and unzip it in Finder. Please don’t use a Terminal command or a setting to open that copy anyway; a fresh download opens normally.
“MediaFlowswift” can’t be opened because Apple cannot check it for malicious software. On newer macOS: Apple could not verify “MediaFlowswift” is free of malware.: A copy from this site should never show this, because Apple has already checked it. The copy you have came from somewhere else or was changed. Move it to the Trash and download it again from the download page on mediaflowswift.com.
You can’t use this version of the application “MediaFlowswift” with this version of macOS.: Your Mac is running a version of macOS older than 13. Every Mac with Apple silicon can take macOS 13 or later: install it with Software Update in System Settings (System Preferences on older versions), then open MediaFlowSwift again.
You can’t open the application “MediaFlowswift” because it is not supported on this type of Mac.: This Mac has an Intel processor. MediaFlowSwift runs only on Macs with Apple silicon today. An Intel Mac version is coming: we’ll notify you when it’s ready.
“MediaFlowswift” quit unexpectedly.: The app started and then stopped. Click Reopen. If it stops again, macOS keeps a report of each time: in Finder choose Go › Go to Folder…, type ~/Library/Logs/DiagnosticReports and press Return, and attach the newest file whose name starts with MediaFlowswift to your email. It is plain text, so you can read it before you send it. The Report… button in macOS’s message sends a report to Apple, not to us. If the app opens on a later try, Help › Report a Problem… adds a summary of its recent crashes to the report, with your names taken out.

Still won’t open?

Write to support@mediaflowswift.com and include:

Your macOS version and chip, from Apple menu › About This Mac.
The exact words of macOS’s message, or a screenshot of it (press Shift‑Command‑5).
The crash report, if macOS said the app quit unexpectedly.

Help inside the app

Help › MediaFlowSwift Help (⌘/) is a searchable guide to every window and command; Help › User Guide opens the same text as one printable page. Both are written from the app itself, so they describe the version you are running.

Questions and guides

Short answers to the questions we are asked most are on the questions and answers page. These guides go further into one job each:

Changing your plan

Already subscribed and want Studio Pro, or to switch between monthly and yearly? Write to support@mediaflowswift.com from the email address you bought with, and say which plan and billing period you want. We change your existing subscription, and your licence key stays the same. Please don’t buy a second plan: that would start a second subscription alongside the first.

Refunds

Within 14 days of a first payment, a full refund on request; see terms & refunds. Write to the address above from the email you bought with.