Contact support if you
still need help

01

Preserve the current state before contacting support

• Leave the affected card and records, and the device where the original data appears, unchanged.
• Do not take difficult-to-reverse actions such as deleting the app, resetting data, or permanently deleting the card.
• Note when the issue occurred and the last time the feature worked normally.
• If a message appears, copy it exactly or capture the screen with personal information hidden.

02

Include useful details

1. Environment: Mac, iPhone, iPad, or Apple Watch model; operating system; and the OneCentrate version shown in app information in Settings
2. Location: Whether the issue appears in Switch, ki.log, Pulse, Analysis, AI, Settings, or a system surface
3. Steps: The items you selected, in order, from opening the app until the issue appeared
4. Result: What you expected, what actually happened, and whether it happens every time or only sometimes
5. Comparison: The result after changing one condition, such as trying another device, turning off music, or starting manually

Separating these five items into short sections is more useful than sending only “It doesn’t work,” and makes the same conditions easier to review.

03

Hide personal information in screens and records

If a screen capture or recording would help, show the moments immediately before and after the issue, but hide the following information:

• Apple ID, email address, device name, and personal contact details
• Payment method, full receipt, transaction authentication information, and passwords
• Personal schedules, health or financial information, and someone else’s personal information
• Sensitive card names, notes, photos, music and file paths, and AI conversations

If transaction or sync identification is needed, do not send the complete information at first. Wait until support explains which limited details can be shared safely.

04

Choose a support topic

• Product support: App operation, cards and records, sync, notifications, and system surface issues
• Subscription: Purchases, Restore Purchases, PLUS status, and Apple subscription management issues
• Privacy: Requests about data handling, permissions, deletion, or policies
• Feedback: Suggestions for usability improvements, new features, or guides

If you have different issues, separate them into individual sections even when you include them in one message.

05

Contact OneCentrate

Choose a contact method on the Contact page, or email onecentrate@onecentrate.com.

In the subject, briefly name the affected feature and device. In the message, include the environment, steps, and result above. Example: “Mac / Switch ends immediately when music is used”