It can be very frustrating when an app does not work as expected. Here is what you can do about it.
Contents:
Read the FAQ
To quickly solve a problem, see if you can find it in the frequently asked questions (FAQ). There might be a help button in the app or you can visit the app’s website to find them.
Contact Customer Support
Bad customer support can be very frustrating and we have all experienced it. However, good customer support can solve most problems in reasonable time. So give them a chance to help you.
Contact Them Directly
Avoid reporting a problem through a review. Reviews need to be approved by Apple and replies to them, too, which can delay support for several days.
Be Specific
Be very specific in describing the problem so that the developer can reproduce it.
- What are the steps to reproduce the problem?
- What exactly happens? Be more specific than “it doesn’t work”.
- Are you using the latest version of the app?
- Ideally, include screenshots of the problem and of how you configured the app.
Include Crash Reports
If the app crashed (suddenly quit), a crash report can help the developer identify the problem.
- Open the app Console (Applications → Utilities → Console).
- Select Crash Reports on the left.
- In the search bar in the top right, type the name of the app.
- Select the first result where Process Name matches the app name.
- Select all of the text that appears in the section below the list and copy it.
- Paste the crash report text in your message to customer support. Ideally, repeat this for each crash report of the app.
Common Problems
Canceling a Subscription
The App Is Damaged and Can’t Be Opened
This error usually means that there is an issue related to the Mac App Store.
Solution:
- Sign out of the Mac App Store and sign back in (see Store → Sign out in the menu bar).
- Restart your computer (especially if you have recently updated macOS).
- Delete the app, then delete it from within the Trash (this is crucial) and reinstall it from the Mac App Store.
