Support

Most Treadle problems have the same few causes, and the app can usually tell you which one you’ve hit. Start there — then, if you’re still stuck, email a human.

First: run diagnostics

Open Treadle’s menu-bar icon and choose Diagnostics. It checks the parts that usually go wrong — the engine, the three permissions, pairing, the network and audio — and tells you, in plain language, what’s failing and how to fix it. “Copy report” gives you a shareable summary with your licence key and tokens removed.

The usual fixes

• A button does nothing: a permission is missing. Diagnostics shows which one; granting it and letting the app restart the engine fixes it.
• The iPad can’t find your Mac: make sure both are on the same Wi-Fi or network. You can also type the Mac’s address by hand.
• It stopped connecting: re-pair from the Mac’s Devices tab — a fresh six-digit code takes a few seconds.

Step-by-step guides for setup, building a panel, and licences live in the docs.

The first-launch dialog

The first time you open Treadle, macOS asks: “Treadle is an app downloaded from the Internet. Are you sure you want to open it?” That’s the normal, notarized path — click Open. You’ll only see it once. (A picture of this dialog is shown on the download page.)

Licences, keys and moving machines

A few things are handled by hand — email from your purchase address and expect a reply [within one business day]:

• Lost your key: we’ll re-send it. (Keys aren’t stored, so the re-sent key is a fresh one — the old one stops working.)
• New Mac, or all your machines used up: a licence covers three machines. Remove one in Treadle’s menu-bar app under Licence, or ask us to free a seat.
• A licence that isn’t working after a paste: run diagnostics and include the report — it shows the licence state with the key itself removed.

Billing runs through Paddle, our reseller, so a charge shows as Paddle on your statement and your receipt comes from them. Refunds are 30 days, no questions asked.

Reach a human

Email [support@gettreadle.ca]. It’s a one-person operation, so expect a reply within a few business days — sooner when it’s something that’s clearly broken. Including a diagnostics report helps a lot.