Installation and account
Account, device, and offline access issues
Checks for purchases under another account, device registration problems, and activation errors caused by connectivity.
Commercial purchasing and app license integration are being prepared. Check your account for purchase and download availability.
Check the account used for purchase
Check your current email and sign-in methods in Account settings. An account created with Apple’s Hide My Email may be separate from one created using your actual email address. Purchases are not merged automatically just because the addresses appear to belong to the same person.
To link another sign-in method such as Google or Apple, use Account settings while signed in to your existing account. Contact support before paying again if you cannot access the purchasing account.
Device registration and replacing a Mac
The commercial policy allows 1 registered Mac per subscription owner or 2 Macs per perpetual-license owner. Self-service transfers are limited to 3 in a rolling 30-day period. Commercial device transfer functionality is being prepared.
Check device names and status on the Devices page. If a release is not processed when replacing a Mac, or you see a device limit error, send the help desk the device name and error text. Do not repeat the same release request.
Working without an internet connection
The commercial policy allows up to 15 days of offline use after a successful online check. It does not extend access beyond the remaining subscription period. Commercial app support is being prepared; in the current beta, check the validity period shown in the app.
Before going to a location with no network for an extended period, connect to the internet and check the app’s license status. If verification is required, restore the connection and check again. Do not change the device clock to extend access.
An offline Mac cannot immediately learn about a refund or remote device release. It checks the current license status when it reconnects.
What to include in a support request
When you contact the help desk while signed in, you can follow the request status and replies in the same place. The website does not automatically read your local files or app diagnostics.
- App version and macOS version
- Time of the issue and exact error text
- What you were trying to do and what you have already tried
- For payment issues: transaction ID, amount, and payment time
- Hide full license keys, passwords, card details, and client material in screenshots
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