Support

How to get help

• Email: screenguardian.info@gmail.com. Please include your OS, ScreenGuardian version (Help -> About ScreenGuardian), and a concise description of the issue. Screenshots help.
• GitHub Issues (for bugs you can reproduce): https://github.com/EricW9888/ScreenGuardian/issues. Include the same info plus a short steps-to-reproduce.
• Changelog (to check if a known issue was recently fixed): https://screenguardian.app/changelog.

We read every message. Expect a response within 2 business days on average; longer if the issue needs reproduction on hardware we don't have.

Before contacting support

These cover ~80% of the issues we see.

"The app won't open my camera"

1. Another app is probably using the webcam - close Zoom, Teams, FaceTime, browser tabs with camera permissions.
2. On macOS: System Settings -> Privacy & Security -> Camera. Make sure ScreenGuardian is toggled on.
3. On Windows: Settings -> Privacy -> Camera -> Allow apps to access your camera.
4. If nothing else works, set the SG_CAMERA_BACKEND environment variable (CAP_AVFOUNDATION on mac, CAP_MSMF or CAP_DSHOW on Windows) and relaunch.

"Detection seems inaccurate"

• Run the guided calibration (Pro feature): hold a credit-card-sized card at the distance you normally sit from the screen, follow the prompts, then confirm the neutral-pose capture.
• Make sure your room has reasonable lighting. Strong backlight (window behind you) confuses the face-mesh detector.

"The update dialog said there's an update but nothing happened"

On macOS: Sparkle waits for a relaunch window. Quit the app (Cmd+Q) and reopen - you'll land on the new version.

On Windows: WinSparkle launches the signed installer. If Windows SmartScreen blocks it, click "More info" -> "Run anyway". The SHA-256 you see should match https://screenguardian.app/updates/appcast.xml.

"My beta code says it's revoked"

It means the publisher rotated the code (for example, at the end of a specific beta wave). Email us at screenguardian.info@gmail.com and we'll reissue a current code if you still qualify.

"I want to uninstall everything"

• macOS: delete /Applications/ScreenGuardian.app and ~/Library/Application Support/ScreenGuardian/.
• Windows: Start menu -> Uninstall ScreenGuardian, then optionally delete %APPDATA%\ScreenGuardian\.

The app does not install kernel extensions, system services, or background daemons; a plain uninstall leaves nothing behind.

Refunds (once the paid plan launches)

Within 14 days of purchase, email us for a full no-questions-asked refund. After 14 days, refunds are at our discretion and handled by Paddle. Cancelling a subscription stops future renewals immediately but does not refund the current period.

Scope of support

We support:

• Current macOS (12+) and Windows (10+) on x64/ARM64.
• The latest released version (and the previous one for 30 days).

We can't offer in-depth support for:

• Platforms we don't ship (Linux, older macOS/Windows).
• Hardware failures, OS-level permission settings that need admin access, or third-party webcam drivers.