Passlock support
Real support, by email, without secrets.
One inbox, one human, one business-day target reply. Use the templates below — they pre-fill the right subject so the right answer reaches you faster.
Product help
Setup questions, macOS Keychain prompts, autofill behaviour, syncing across devices, and how the app expects to be used day-to-day.
Email productPurchase and receipts
Order confirmations, receipts, invoice copies for your accountant, and licence questions tied to a specific email address used at checkout.
Email purchasesRefunds and cancellations
Refund requests are reviewed by hand. Include your checkout email, the date of purchase, and a short reason. We work with ReleaseFlow / Polar to process eligible refunds.
Email refundsSecurity and abuse
Reproducible security concerns, suspected fraud or abuse of the public site, or anything that needs careful handling.
Email securityOne inbox, real human
Every email goes to hi@kitze.io and is read by a real person. Replies come from the same address.
Response within 1 business day
We aim to respond within one business day. Complex refund or security investigations may need a follow-up.
No queue tax
There is no support tier and no priority lane. Your message is handled in order, regardless of plan or coupon used.
Include in the first message
- Your name or the address you used at checkout (so we can find your order quickly).
- macOS version (e.g. Sonoma 14.5) and Passlock version if the question is about the app.
- The exact URL or feature you are asking about, ideally with a screenshot that does not show secrets.
- What you expected to happen and what actually happened.
Do not send these
- Your master password, account passwords, recovery keys, or 2FA backup codes.
- macOS Keychain exports, encrypted vault files, or seed phrases.
- Screenshots that show passwords, security answers, or recovery codes in the frame.
- Card numbers or full CVV — payments and refunds are handled inside ReleaseFlow / Polar.
Support FAQ
Common questions before you write
How long does support take to respond?
Within one business day for most messages. We will reply with an acknowledgement even if a full answer needs more time.
Do you offer refunds?
Yes — refund requests are reviewed by hand. Email hi@kitze.io with your checkout email and a short reason. ReleaseFlow / Polar processes the actual refund once approved.
I bought Passlock but cannot find the licence email. What should I do?
Check spam, then email hi@kitze.io from the same address you used at checkout. We can resend or attach a fresh licence.
Is there a faster way to get help?
Email is the fastest path. There is no chat queue. Including the details from the checklist above usually means we can answer in the first reply.
Still have a question?
Email hi@kitze.io. We answer.
Use any of the templates above, or just write the question in your own words. Skip the secrets.