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Contact support

Something not working, or a question the help centre doesn’t answer? Write to us.

Last updated 8 November 2026

Write to us

Email support@getempti.com. Someone who builds Empti reads every message and replies within 2 working days.

Before you write, Troubleshooting covers the most common problems.

What to include

  • Your macOS version. Choose Apple menu → About This Mac.
  • Your Empti version. Click Empti's icon in the menu bar: the first line says Empti and the version, with the build number in brackets. It's also in Settings → About and Settings → General.
  • What happened. What you did, what you expected, and what you saw instead, with the exact wording of any message. A screenshot helps.
  • When it happened, roughly, so we can find it in the logs you send.
  • If the drive won't show: what Settings → Permissions says for each switch.

Never send your passphrase or your recovery key. We'll never ask for them, and we can't use them to fix anything: they only unlock your files.

Logs and diagnostics

Empti doesn't send diagnostics or crash reports on its own. It keeps logs on your Mac, and you choose whether to send them.

  1. Open Settings → Advanced.
  2. Under Diagnostics, next to Logs, click Show in Finder. Finder opens the folder with uploader.log (uploads) and mount.log (connecting the drive).
  3. Attach those two files to your email.

If the drive won't connect, also click Copy next to Last mount output and paste it into your email.

What the logs contain

The logs record what the drive and the uploader did, and when. They never contain your keys or what's inside your files, but they can include file and folder names. Open them in TextEdit first if you'd like to see or remove anything.

Common questions

Turning on the driveThe System Settings switch that works, and the one that doesn't. The drive doesn't showWhat to check, in order. Uploads are stuckWaiting for Wi-Fi, failed uploads and paused plans. "Disk full" while copyingWhy big copies pause, and how to finish them. Lost passphraseYour recovery key, and what we can't do. Plan & StorageTrials, storage size, cancelling and refunds.

Reporting a security problem

If you've found a security problem in Empti, please don't email it to support. See Reporting a vulnerability for how to send it to us privately.

To report a share link that's being used for something it shouldn't be, see Reporting a share link.