Support
Getting help
One person writes Shunt and answers its mail. That makes replies slower than a support desk and more useful than one.
Write to support@shuntapp.com. Expect a reply within two business days. If four days pass with nothing, assume the message went astray and send it again rather than waiting.
What to put in the message
These four lines turn most reports into a same-day answer instead of a week of questions:
- Your macOS version, from the Apple menu, About This Mac.
- Your Shunt version, from Settings, Updates, "This version".
- Which browsers are involved, and whether profiles are part of the problem.
- What you expected to happen and what happened instead.
If a specific link misbehaved, say what the link looked like. You can replace the parts you would rather not share, as long as the shape stays the same.
Before you write, the app may already answer it
Shunt records why it made each routing decision, and reading that back solves a good share of reports on the spot.
- Open Recent Links from the menu bar icon. Each row is one link that arrived.
- Hold Option and click a row to see the rule that matched and where the link was sent.
- Use the search field to find a specific link among the recent ones.
If you need to include that detail in a message, copy the text out of that window rather than sending the whole log file, which contains every link you have opened recently.
Common situations
Links stopped coming to Shunt
Something else claimed the default browser, which macOS lets any browser do on launch. Open System Settings, Desktop and Dock, and set Default web browser back to Shunt.
A browser profile is missing from the picker
Shunt reads profiles from each browser's own files at launch. A profile created while Shunt was running will not appear until you relaunch it. If it is still missing afterwards, tell us which browser and how the profile was created.
The picker did not appear
A rule matched and routed the link silently, which is the intended behaviour. Recent Links shows which rule it was. If no rule should have matched, that is worth reporting.
Your licence key
Keys are issued by Polar when you buy. If yours did not arrive, check the address you used at checkout and its spam folder first, then write to us with the email address you paid with and we will look up the order.
Refunds
Fourteen days from purchase, no reason needed, in full. Ask at support@shuntapp.com. The full wording is on the terms page.
Reporting something security related
Shunt receives every link you click, so a flaw in it matters more than its size suggests. Send security reports to support@shuntapp.com with "security" in the subject and they go to the front of the queue. Please give it a reasonable window to be fixed before publishing.
Who you are writing to
Shunt is made and sold by Nia D Pham, a sole proprietorship based in Vietnam. There is no ticket system and no first-line script; the reply comes from the person who wrote the code.