Help with SimpleDiagrams for Mac
Stuck, found a bug, lost a licence key, or just want to say what's up? Write to us here or by email. Support is by email, and a person reads it.
Find an answer first
Read the guide
The user guide covers every tool, and its troubleshooting page answers the things that most often go wrong.
Lost your licence key?
Every key you bought from us is on your licences page. Sign in with the email address you bought it with. If that address has changed, write to us. A copy from the Mac App Store has no key: install it on another Mac with the same Apple Account.
Get the latest version
Many problems are already fixed. Downloaded from this site? Choose Check for Updates… in the SimpleDiagrams menu, or see the updates page. App Store copies update through the App Store. The release notes list what changed.
Refunds
Bought directly from us? Write to support@simplediagrams.com within 30 days and we will refund it. See the Refund and Cancellation Policy. App Store purchases are refunded by Apple, through your Apple Account. For anything about the app itself, write to us whichever way you bought it.
Teams and IT
Rolling it out to managed Macs? See the deployment guide and the IT and security statement. Buying for several people? See team pricing.
Older versions
Installers for SimpleDiagrams 4 and earlier are on the legacy downloads page. SimpleDiagrams 5 opens diagrams made in those versions and leaves the original file untouched.
Reporting a problem
The more of this you can tell us, the sooner we can help:
- Your SimpleDiagrams version and build, from SimpleDiagrams ▸ About SimpleDiagrams.
- Your macOS version, from Apple menu ▸ About This Mac.
- Whether your copy came from this site or the Mac App Store.
- What you did, what you expected, and what happened instead.
- Whether it happens every time, and in a new document as well as this one.
This form cannot take attachments. A screenshot, or the diagram that shows the problem, helps a great deal: email it to support@simplediagrams.com. We use a file you send only to look into your report.
Send a diagnostics report
- In Settings, turn on Verbose logging until restart.
- Do the thing that goes wrong.
- Back in Settings, choose Export Diagnostics… and save the report.
- Email the report to us with a line about what happened.
The report holds the app and macOS versions and event codes. It has no diagram content and no file names, and the app shows you what is in it before it saves. SimpleDiagrams never sends us anything by itself: it has no network access, so we know only what you choose to tell us.