Support

1. Contact the developer

NeoWriter is not yet listed on the App Store. Contact us for current release information rather than relying on an unofficial download or an assumed launch date.

For privacy or deletion requests concerning information sent to the developer, use the privacy contact. Your cloud or AI provider may need to handle requests concerning data held in its own systems.

2. A useful, minimal problem report

Start with a short description and include what you can safely share:

• The NeoWriter version or build and whether you are using iPhone, iPad, or Mac.
• Your operating-system version and the feature involved.
• The steps that led to the problem, what you expected, and what happened.
• Whether the issue affects one document or more than one, without sending the documents themselves.
• A redacted screenshot or a small non-private example, if useful.

For an integration issue, the provider name and non-secret error message may help. Do not include passwords, API keys, authorization headers, recovery keys, or a private library backup in an initial email.

3. Diagnostics are your choice

NeoWriter does not automatically upload diagnostic reports or usage statistics. On Mac, Report a Bug in the Help menu lets you preview the message, device and app details, a local diagnostics log, and available MetricKit reports before you choose to send or share them.

Review it first. Technical reports or screenshots can contain details you do not want to share, such as file names, document references, paths, account information, or error context. Redact private material and send only what is relevant. If you cannot safely redact a report, describe the issue without attaching it.

Do not send a passphrase or API key to make troubleshooting easier. Support does not need unrestricted access to your provider account or writing library. See the support-data section of the Privacy Policy for how voluntary messages are handled.

4. Missing or unexpected writing

Preserve what is there before trying a repair. Do not start by uninstalling NeoWriter, deleting cloud data, or repeatedly restoring the same backup.

1. If the current text is accessible, export or copy an independent version before changing settings.
2. Open the document's writing history for a version to restore. Restoring saves it as a new version, so the current draft stays in history.
3. Check Trash. Deleted documents go there first.
4. If there is a conflict copy, compare both before deleting either one, even when the titles look duplicated.
5. Contact support with the app version and a description of what changed. You do not need to send your private writing to begin.

The developer does not have a server-side copy of your workspace and cannot promise recovery. If sync was on, another device or your cloud may still hold encrypted copies; opening them on a new device needs your account recovery key. On Mac, deleting the app may leave local app data behind; changing local files and deleting cloud copies are separate actions.

5. Sync, recovery key, and AI

Sync: check which iCloud, Dropbox, or OneDrive account, or which WebDAV server, you selected. If data is changing unexpectedly, stop sync and preserve local and remote copies before reconnecting or resetting anything. Dropbox, OneDrive, and WebDAV sync need Pro; if Pro ends, that sync stops, but your workspace stays complete on your device.

Recovery key: opening encrypted writing on a new device needs your account recovery key. Keep it somewhere you can reach without this device; on Mac, the Recovery Key sheet offers Save to File…. Never email your recovery key; support does not need it. Do not delete remote objects as a shortcut around an unlock error.

AI: check the selected provider, model, recipient, and the displayed text scope. An authentication or quota error is different from a document error. Do not email your key; you can share a redacted error message and provider name instead. Proposed AI edits are not applied until you accept them.

6. Purchases and store questions

There is currently no App Store listing linked from this site. Once available, NeoWriter Pro is offered monthly, yearly, or as a one-time Lifetime purchase, with a 14-day free trial that never turns into a charge. Pro is one purchase across iPhone, iPad, and Mac; on a new device, use Restore Purchases in the app. Billing, subscription cancellation, and refund requests follow Apple's applicable process.

Apple provides instructions for cancelling a subscription and requesting a refund. Do not send payment-card details or your Apple account password to support. Removing an app does not cancel an existing subscription.

7. Policies and product information

• Privacy Policy: local storage, optional external transfers, support information, and deletion.
• Terms of Use: your content, app licenses, integrations, and purchase conditions.
• NeoWriter overview: features and real iPhone and Mac screenshots with sample writing.
• RSS feeds: follow published release notes when they become available.