Support

How can we help?

Something not working, or a question about Shotly? Write to us. This is the only address for support, license keys and refunds.

[email protected]

Quick answers

Questions about cameras, checking and computers are in the FAQ.
Lost your Windows license key? Find your license key.
Wondering what Shotly sends anywhere? Read the privacy policy.
Want a refund? That is possible within 8 hours of buying. See terms and refunds.

Reporting a problem

The more we know, the faster we can fix it. Please include:

Your Shotly version. It sits next to the name at the top of the sidebar. Also say whether you have the Mac App Store or the Windows version.
Your macOS or Windows version.
The camera and card, and the drive you copy to.
What you did, what you expected and what happened instead. A screenshot helps.
The transfer log of that copy, if there is one. See below.

Where the logs live

Every copy writes two files into the shoot's _Logs folder on your working drive: a transfer log (.txt) and an MHL checksum file (.mhl), both named after the roll and the time of the copy.

Clients›Northwind›Coastline aerials›_Logs

In Shotly, open History and click Log next to a transfer to find it. With a second drive, the same two files are in the _Logs folder there too. Attach the .txt file to your email.