Support
Something not working?
Write to support@screengrep.com and a person reads every message. Not a queue, not a bot, and not a form that swallows what you wrote.
It helps enormously to include your macOS version, whether you installed from this site or the Mac App Store, and what you saw versus what you expected. Never send us screenshots or recordings you would not want a stranger to read — we do not need them, and we would rather not hold them.
Lost your licence key
You do not need us for that. Enter the email address you bought with and we will send the key again. There is no account and no password to reset.
For privacy the response is deliberately identical whether or not that address has a licence, so an email arriving is the confirmation. If nothing arrives within a few minutes, check spam first, then write to us from the address you think you used.
The five things that usually go wrong
Almost always Screen Recording permission. macOS grants it per app build, so it can lapse after an update. Open the capture popover in Screengrep — it names the exact blocker and gives you one button for each thing that is fixable, rather than a generic error.
If the fourteen-day trial ended, that is deliberate: acquisition stops and everything already captured stays searchable. The app says which it is. Entering a licence resumes recording immediately, with no relaunch and nothing lost.
Microphone and system audio are separate signals with separate permissions and separate health. Check both in the capture popover. A Bluetooth headset switching routes mid-meeting is a common cause; the app records the route change so the gap is explained rather than silent.
The direct build is Developer ID signed and notarized by Apple, so this should not happen. If it does, the download was probably interrupted — check the file against the published SHA-256 checksum and download it again rather than overriding Gatekeeper.
Storage settings show the breakdown by category and let you delete video or history explicitly. Lowering the capture profile or the frame rate reduces growth going forward; retention handles what is already there.
The install guide covers first-run setup and permissions in detail, and the privacy notice states exactly what is recorded and what leaves the machine.
Refunds and terms
The trial is the evaluation period; refund terms are on the pricing page and in the licence agreement. Apple handles refunds for Mac App Store purchases under its own policy.
Screengrep is made by Hanso Pte. Ltd., Singapore.