What to include in a support email
- Your Stripe receipt or checkout email
- Which computer: Mac, Windows, or Linux
- Which download you used: Mac DMG, Windows zip, or source zip
- What you expected vs what happened — one short paragraph
Do not send Discord webhook URLs, Gmail app passwords, or env files.
We answer within 1 business day (US time). Weekends and US holidays can add a day. Orders, downloads, and install questions go first.
If “Open in email app” does nothing (common on Windows when no mail program is set), use Copy email address and paste into Gmail, Outlook.com, or any webmail.
Before you email
- I paid and I cannot download
- Open the thank-you link from Stripe (it includes
session_id). If the link expired (7 days) or you hit the download limit, email us with your Stripe receipt and we re-issue access. - Mac will not open the app
- Open the DMG, drag GuruWatcher to Applications, then double-click it. The Mac app is notarized Developer ID. The source zip is a different download and needs Python 3.10+.
- Windows warns when I run GuruWatcher
- Three prompts, in order: browser Keep; zip → Properties → Unblock; SmartScreen More info → Run anyway. Step-by-step: Windows first run.
- Nothing pings Discord
- Keep checking must be on, and the computer must be awake. Off = no lookups = no alerts. Save a Discord webhook, send a test ping, then choose Live. Guide: Keep checking.
- Can I get a refund?
- Digital goods: no refunds once the download is delivered (see Terms). If something is genuinely broken, email us with your Stripe receipt and we will help.
Community (secondary)
Orders, downloads, and license questions → email first. Peer install help → Discord (secondary). Never post webhook URLs there.