SlateX Support
This page covers three things: how to reach us, how far we can actually help, and who controls your data.
How to get in touch
In the app: Settings → Help & Feedback → Get Support. That opens an email addressed to support@slateprotocol.com with the device details we need to locate a problem already filled in. Writing to that address directly works too.
Ratings & reviews in the same section goes to the App Store — it is a feedback channel, not support. For anything broken, use the route above.
What to include
- Device and system version (iPhone / iPad / Mac; the SlateX version is at the bottom of Settings);
- which screen it happened on: script, takes, continuity, export or settings;
- the steps you took, what you saw, and what you expected to see;
- for export problems, attach a sanitized sample (CSV, ALE or PDF): keep the field names and the rows that misbehaved, drop show titles, scene identifiers and the body of the notes; if it cannot be sanitized, just say which step you were on and what you saw.
What not to attach
Script pages, titles of unreleased productions, identifiable faces, or footage from set. Those are the production's confidential assets — to describe a problem, the least information that points at no real work is enough.
Who controls your data
Your material lives in your own private iCloud store under your Apple account; by CloudKit's security design we hold no key to it. SlateX is just the read-write interface.
That also sets the limit of what support can do: we cannot look into a project of yours, restore a single take on our side, or recover a backup held somewhere else.
What you can always do without a subscription
Open your records, edit them, delete them, and close your account — none of those require a subscription.
What account deletion does, and does not, do
The entry point is Settings → Delete Account, and nothing happens until you confirm. Deletions that have reached iCloud propagate through Apple's CloudKit sync; how long that takes depends on network, device and iCloud state. Copies on other devices that have not synced yet, files you exported earlier, and backups not managed by SlateX are not deleted by this action.
Deleting your account also does not revoke Apple's sign-in authorisation. If you want that too, open your Apple ID in the device's system settings, find the list of apps signed in with it, choose SlateX and stop authorising. That step is provided and managed by Apple; we cannot do it for you, and we cannot confirm that you have.
Subscriptions, cancellation and refunds
Subscriptions are managed by the App Store: purchase, renewal and cancellation all happen in your Apple account settings. Deleting your SlateX account does not cancel your subscription.
Refund requests go through Apple's channels and Apple decides them under its own policy. We never see or handle your billing information. The terms are set out in the Terms of Service.
Where we cannot help
Some boundaries belong in the product, not in a support script:
- Whether a handoff file drops straight into an edit is for the receiving side to check field by field — we do not guarantee the result on someone else's bench;
- grouping continuity material and picking a reference image is a starting point for finding things, not a continuity judgement;
- we do not promise repair times, and we do not describe features that have not shipped.
Where the fields are explained
Scene and take numbering, cameras, reel names, timecode and how to check an exchange file are covered on the blog — each article answers one specific question and states what we cannot do yet.
What this page is not
For data processing, retention and your rights, the Privacy Policy governs; for conditions of use and the limits of liability, the Terms of Service governs. Where those two documents and this page disagree, they prevail.