Support
One address, and a person behind it. Write to orders@cuerunner.app and a reply comes back within one business day — whether you run the free app, are weighing up the trial, or hold a licence.
What support covers
Neither half of the app is left to a forum, and a licence does not move you to the front of anything. What changes with a key is which questions are about the licence itself.
| Who is asking | What is covered |
|---|---|
| The free app | No key is needed to ask, and nothing about the free half is out of scope: a cue that will not fire, a device that will not open, an import that arrives wrong, or a show file you want to understand. The guides and the reference come first because they answer most of it in a minute, but there is a person at the address, not a form. |
| Cuerunner Pro | A licence question is answered by the same person, at the same address, within one business day: activating a key, moving one to another machine, a key that has run out or will not be accepted, a renewal, an invoice, a W-9, or a refund. A key does not buy a faster answer or a place in a queue — there is one inbox, and everyone who writes to it is in it. |
Taking a key off a machine, and refunds
A key can be taken off a machine without asking anyone for permission. Settings… → License has a Deactivate button, and this is what pressing it does:
Deactivating puts this machine back to the free app. Your shows are untouched.
orders@cuerunner.app is also where a refund is asked for. A refund is the row the key was sold under marked refunded, plus your request to deactivate the machine it was entered on. There is no window to catch and no form to fill in, and nothing in the app has to check a key for it to be so — the ledger is what keeps the sale honest.
Before you write
- The troubleshooting reference collects what most messages turn out to be: a cue that does not fire, a file that has moved, a device that dropped out mid-show, a trigger that is not being heard.
- A message that says what the app is, what you did and what happened is answered in one pass rather than three, and a line from the log is worth more than a description of the sound it made.
The trial page has the activation steps if the question is how to enter a key, and the price page has the ways to buy.