Support

Try the manual first

Most questions are answered in the Underscore manual, which documents the app as it actually shipped. The troubleshooting page covers the problems that come up most.

Reporting a problem

The more of this you can include, the faster we can help. None of it is required – send what you have.

• Your macOS version, and your Mac's model
• The Underscore version, from the About window
• What you did, what happened, and what you expected instead
• Whether it happens every time, or only sometimes
• Your audio device, if the problem involves sound

For a Mac App Store copy, macOS may offer to send a crash report to Apple. If you have turned on Share with App Developers in Settings › Privacy & Security › Analytics & Improvements, that report reaches us and helps a great deal.

Direct-purchase licenses

To install, open the downloaded ZIP if your browser has not already expanded it. Move Underscore to Applications, then open it from there.

Your Underscore purchase email includes a license attachment and an app download link. Save the attachment, then choose Import License in Underscore's application menu. The app displays the registered email address and checks the saved license offline. Keep a backup for a reinstall or a different Mac.

Missing the email? Recover your license using the email address from your purchase, and check your spam folder. There is no Underscore password to remember. If you no longer have access to that email address, contact us with your order reference so we can help.

Billing and refunds

For a direct purchase, use the support details on your receipt, or contact us with your order reference. See the direct application license for version rights and included 1.x updates, and payments and refunds for the refund process and your rights. Direct checkout availability is shown on the purchase page.

For EU and UK consumers purchasing through Link, the Sold Through Link terms provide a 14-day cancellation period from access or delivery. Use Link customer support to request cancellation under that provision. Other applicable refund rights remain available.

For Mac App Store purchases, Apple handles refund requests through reportaproblem.apple.com.

Feature requests

Welcome, and genuinely read. We would rather hear the musical problem you are trying to solve than a specification – it usually leads somewhere better than the feature as first described.

Your data

The app does not automatically upload your samples, projects or exports to us. If you send files to support, we receive and use them to handle your request. Direct-purchase and license-delivery records include the purchase email address and order details; the app stores and displays the email in your signed license. We also retain support correspondence. Read our privacy policy for details.

Contact

underscoremusicapp@gmail.com
The Undernet LLC
Chicago, Illinois, United States