What to prepare before contacting support
Check the Support Center first
Many common issues already have complete step-by-step guides, and following one is usually faster than waiting for a reply:
- Pro didn't activate after purchase, or your entitlement disappeared after switching App Store accounts → How to restore purchases
- Notes aren't syncing between devices → iCloud sync requirements and troubleshooting
- Free-plan limits, purchase options, and the trial → Free vs. Pro
- Whether your device can install the app → Minimum system versions and compatible devices
What to gather before writing
If the articles didn't solve it, email feedback@brimmemo.com. Including the following helps us pin down the problem much faster:
The basics
- Your device model (e.g. MacBook Air, iPhone 15) and OS version (macOS / iOS version number);
- Your Brim app version;
- Whether the issue happens on Mac, on iOS, or on both.
Describing the problem
- What you expected to happen, and what actually happened;
- Whether it reproduces consistently — and the exact steps if it does;
- Relevant screenshots or a screen recording (blur out anything private in your notes first).
For purchase issues, also include
- Whether the Apple Account used at checkout matches the App Store account currently signed in on the device;
- Whether you've switched App Store accounts or regions;
- Your purchase type (monthly / yearly / one-time).
For sync issues, also include
- Whether both devices are signed in to the same iCloud account;
- Whether Brim is allowed to use iCloud in System Settings;
- The network environment on each device (Wi-Fi / cellular).
How we reply
We reply by email and get to every message as soon as possible. Keep an eye out for a response from feedback@brimmemo.com — and check your spam folder if needed.