# Support

Route a problem to the right guide, report it from inside the score reader, or email a report that support can act on from the first message.

> Type: How-to · Status: Stable · Platforms: iPadOS 17+, iPadOS 17+ · Last reviewed: 2026-07-18

## Match the symptom to a guide first

Most problems have a troubleshooting path that is faster than an email round-trip:

- Follow does not start, drifts, or turns at the wrong time: [Troubleshoot Follow](/docs/troubleshooting/follow).
- A file, scan, ZIP, or Smart Score conversion fails: [Troubleshoot import and conversion](/docs/troubleshooting/import-conversion).
- A score is missing on another device, or the reader is slow: [Troubleshoot sync and performance](/docs/troubleshooting/sync-performance).
- The camera, microphone, or another permission is denied: [Permissions](/docs/start/permissions).

If the problem survives the matching guide and you can still reproduce it, report it.

## Report a problem from the score reader

The in-app report is the fastest structured option: it records which piece was open, so you do not have to describe the score.

1. Open the piece where the problem happens.
2. Open the `Toolbox` from the reader toolbar.
3. In the `Sync & Support` section, tap `Report a problem`.
4. Select the problem area: `Tracker`, `Conversion`, `Harmony`, `Fingering`, or `Other`.
5. Describe what went wrong. Type it, or tap `Dictate` and speak — a language switch next to the button selects English or French. Dictation is transcribed on the device by default; the high-accuracy option shown above the text field is an opt-in that sends the recording to OpenAI Whisper instead.
6. For `Conversion` problems only, tap `Point to the wrong passage` to draw a rectangle around the affected measures on the score itself.
7. Tap `Send`.

The report is delivered anonymously.

> Important: Because in-app reports are anonymous, nobody can reply to one. If you need an answer, or the problem blocks your work, use email instead.

> Note: During a Follow session, a flag button next to the Follow pill reports page-turn timing in two taps: `Page turned too early` or `Page turned too late`. The same dialog's `Report a problem…` opens the full report sheet with the session attached.

## Email support

Two controls open a pre-addressed message, each to a different address:

- In the app: `Toolbox` → `Sync & Support` → `Support` writes to `contact@sheet-turner.work`.
- In this guide: the `Support` link at the bottom of the navigation panel writes to `eliesimard.dev@gmail.com`.

> Important: These are two separate inboxes, and messages sent to them are not merged into one thread. Send a report to one address, and send any follow-up to that same address.

### Include in the first message

1. Device model and the iPadOS or iOS version.
2. The build number. It is the last entry of the stats line in the `Catalog` tab (for example `build 322`); TestFlight shows the same number in parentheses after the version.
3. The exact steps: which screen, which control, in what order.
4. What you expected, and what happened instead.
5. Whether it happens every time, and whether it survives closing and reopening the app.
6. The exact text of any error message or state, not a paraphrase.
7. The score's format — PDF, MusicXML, or a Smart Score conversion — and which version of the piece was active.
8. For Follow: the piece, the page and passage where it failed, and whether manual page turns still worked.
9. For sync: what `Send to iCloud now` and `Import from iCloud` (in the `Sync` tab of `Settings`) reported the last time you ran them.

> Limit: `Settings` → `About` lists a `Version` row but no build number. When support asks for the build, read it from the `Catalog` stats line or from TestFlight.

A screenshot or short screen recording helps when it shows the control and the state at the moment of failure. Before attaching one, remove notifications, private links, and anything else personal that the capture picked up.

## Do not send

Do not email passwords, sign-in tokens, or payment details. Do not attach your whole library, and do not attach copyrighted editions unless a specific sample is requested and you are authorized to share it. Describe the smallest reproduction first; support will ask if a file is needed.

## How your data is handled

For what leaves the device during score, audio, and cloud workflows, read [Data and audio](/docs/privacy/data-and-audio) and the [privacy policy](/legal.html#privacy).