Fix the step that failed, not the whole setup.

Match the symptom to a guide

Work from what you saw, not from the feature you were using at the time. The other Mac never appears, or drops out mid-transfer — LAN troubleshooting, because pairing and file transfer both fail this way when the network will not carry them. Text crosses but a file stops — file transfer, where plan, content type and total size are the usual suspects. Something you copied earlier is not where you left it — history recovery. The Mac App Store will not install it at all — download, where the usual cause is a Mac below macOS 14.

Reproduce it with one harmless item

Do not debug with the file that matters. Take a short meaningless line and walk it down the whole path: paste it on the source Mac first, which proves the copy itself worked, then check the other Mac shows a ready connection in the same current group, then paste there. If the short line crosses and your real content will not, you are looking at content type, size or plan — not the connection. Before you touch a single setting, write down the app version, both macOS versions, your role in the group, and the exact wording of any error on screen.

For a file, add the type, the rough total size, whether the Sync page said Sending or Receiving and where it stopped, and which plan the administrator holds. Progress disappearing proves nothing; the check that counts is opening the actual file in the destination Finder folder. For history, say whether the record is missing altogether or present but restricted, and send your search and type filters and your retention settings — not the content itself.

Share the details, not the contents

Crop screenshots before they leave your Mac. Names, invitation codes, account details and clipboard content explain nothing about a failure, and a code lives 120 seconds and still needs administrator approval, so a photograph of one is useless to everybody. The diagnostics inside the app are a bounded in-memory view meant to be read on the spot — not a log file to export and attach.

This website has no ticket form and no file upload, which means what you write is the entire report. A symptom, one reproduction and the exact error is the difference between something we can act on and something we cannot. The support contact shown on the App Store listing points to the same place.

Contact support

Write to hello@deskferry.net. Send the app version, both macOS versions, your role in the group, the exact wording of any on-screen error, and the single reproduction from the step above.

Crop your screenshots rather than sending whole screens, and keep clipboard contents, invitation codes and account details out of them. One thing we cannot help with: purchases, refunds and subscription changes belong to Apple, handled through the account that bought the app.

Restore purchases and manage subscriptions

In Deskferry’s plans window, choose Restore Purchases and sign in with the Apple account used for the purchase. If products fail to load, check your internet connection and try again. Contact support with the visible error, but never send passwords or pairing codes.

Manage or cancel subscriptions through your Apple account. Buying lifetime does not automatically cancel or refund an existing subscription. Apple