Support
Something not working?
Write to us. There's no ticket system and no bot in front of it — your message goes straight to the people who build Sgeulai.
Send us a message
Tell us whatever's gone wrong — a bug, a question about how something works, a licence or purchase problem, or a feature you wish existed. We answer within two business days, by email.
Rather use your own email? Write to me@sgeulai.com — it reaches the same inbox. Please don't include your manuscript or your Claude API key in either.
What to include
These few details usually mean an answer on the first reply instead of the third:
- Whether it's on Mac, iPad, or both.
- Your Sgeulai version — on Mac, Sgeulai → About Sgeulai in the menu bar. On iPad, Settings → General → iPad Storage → Sgeulai.
- Your macOS or iPadOS version — on Mac, Apple menu → About This Mac. On iPad, Settings → General → About.
- What you did, what you expected, and what happened instead. The third one is the part that's usually missing.
- Whether it happens every time or just happened once.
- A screenshot, if there's something to see.
Please don't send your manuscript unless we ask for it. If a specific project is involved and we do need it to reproduce the problem, we'll say so and tell you where to send it.
Worth checking first
Some questions already have an answer written down:
- The help documentation — how each part of the app works, from getting started to the Story Bible and the analysis tools.
- When a tool shows nothing — if a chart says there's nothing to draw or a column stays blank, which field it's waiting for and where to fill it in.
- The FAQ — the questions that come up most, including buying for Mac and iPad, updates and upgrades, refunds, and how Sgeulai compares to Scrivener, Vellum and Word.
- The changelog — whether something changed in a recent release, and what's already been fixed.
Your work
Sgeulai keeps your manuscripts and Story Bible on your own Mac or iPad — and in iCloud Drive, if you keep a project there so it syncs between them — and the text is plain Markdown underneath rather than a format only Sgeulai can read. On the Mac, Export Project Backup (JSON) writes out everything — manuscripts, Story Bible, relationships, positions — as plain text you can open without Sgeulai installed. It's worth running before you try anything drastic, and it's the first thing to reach for if a project won't open. The iPad app doesn't include that export; if the project is in iCloud Drive, open it on your Mac to make a backup.
On the Mac, if Sgeulai says another device saved a different version of a document, nothing has been lost: iCloud keeps both, and Sgeulai lets you choose which one to keep. Sync works best with a document open on one device at a time.
What happens to your information on this site is covered in the privacy policy; the terms cover use of the app itself.
Not a support question?
Press and media enquiries have their own page, with logos and product shots ready to use. Anything else — including licensing, or just telling us what you're writing — goes to the same address: me@sgeulai.com.