Contact Support
For support enquiries, email:
When you contact us, please include as much detail as you can so we can help faster.
Helpful information includes:
- your Tally version
- your macOS version
- the media format you're working with
- what you expected to happen
- what actually happened
- any error message shown in the app
- screenshots, if relevant
What We Can Help With
We can help with:
- installation and setup
- license and activation issues
- ingest and verification problems
- media preview and metadata issues
- report generation questions
- performance or stability problems
- bug reports and workflow feedback
Before You Contact Us
A few quick checks solve many common issues:
- make sure you are using the latest version of Tally
- confirm your destination drive has enough free space
- try reopening the app and rerunning the ingest
- check that the media files are accessible and not offline
- if the issue is format-specific, note whether it affects all media or only one file type
Common Topics
Installation and Activation
If you're having trouble getting started, include:
- how you installed Tally
- whether the issue is related to licensing, launch, or permissions
- any message shown during setup
Ingest and Verification
If ingest is failing or verification is not completing, include:
- source media type
- destination type or drive
- whether the problem affects one file or the whole batch
- whether the issue happens every time or only occasionally
Media Preview
If clip preview or thumbnails are not working, include:
- the file format involved
- whether metadata still appears correctly
- whether the issue affects all clips or only specific ones
Reports and Manifests
If a report or manifest does not appear as expected, include:
- whether ingest completed successfully
- whether the issue is with the HTML report, CSV manifest, or both
- where the destination folder was located
Bug Reports
If you think you've found a bug, please send:
- a clear description of the issue
- the steps needed to reproduce it
- what you expected to happen
- what happened instead
- screenshots or screen recordings if available
This helps us investigate and fix issues more quickly.
Response Time
We try to get back to you quickly.
One clear email with the relevant details goes a long way.
Product Feedback
We’re always interested in workflow feedback, suggestions, and feature requests.
If there's something that would make Tally more useful in real-world production, we'd love to hear it.