PsyEntry support
Contact Ownerstate Software at support@psyentry.com. Requests are reviewed as capacity allows; no response-time or emergency-service guarantee is offered.
Before contacting support
PsyEntry is local-first. Support cannot remotely inspect your vault and has no server-side copy of its records. Never email client information, clinical notes, screenshots containing client data, recovery phrases, vault passwords, backup passphrases, or unredacted exports.
Include only the PsyEntry version and build, operating-system version, device architecture, distribution channel, exact reproduction steps, any fixed PE-… support reference, and the redacted support report from Settings after reviewing it. Do not include paths, screenshots containing client information, or an unredacted export.
Supported release
PsyEntry 1.0 supports Apple-silicon Macs running macOS 12 or later and x64 PCs running Windows 10 version 2004 or later or Windows 11. Intel Macs, Windows on ARM, and 32-bit Windows are not supported. Keep the operating system patched, use FileVault or BitLocker where available, protect the OS account, and maintain independently verified encrypted backups.
Passwords, recovery, and backups
The recovery phrase can reset the vault password only while the corresponding local vault still exists. It does not recreate a deleted database or failed drive and does not contain a copy of clinical records.
An encrypted .psybackup is the portable copy of the records. It uses its own passphrase. PsyEntry has no password escrow or backdoor, so support cannot recover a lost vault phrase or backup passphrase. Keep at least one current, tested backup separately from the computer.
Install, update, and change distribution channel
Use only the Apple App Store, Microsoft Store, or verified links published at psyentry.com/download once the relevant channel is public. Do not bypass Gatekeeper, SmartScreen, signature, or publisher warnings or install from an unverified mirror.
An ordinary update retains the existing vault. Removing PsyEntry also intentionally retains its vault. Do not delete an application-data directory unless the records are legally eligible for destruction and a required backup has been independently verified.
Direct and Store editions use separate live vaults on macOS and Windows. The Windows direct vault remains under %APPDATA%\psy-notes; the Microsoft Store vault is under %USERPROFILE%\.psyentry-store\psy-notes. To change editions, run Verify records in the source, create a fresh encrypted .psybackup, independently confirm the backup opens, restore it into a newly created destination vault, restart and unlock, run Verify records again, and sample restored records. Keep the source vault and backup until the migration has been accepted. Never copy a live SQLite database or its WAL files between editions.
Urgent safety and privacy matters
PsyEntry is documentation software for professionals. It is not an emergency response, crisis-dispatch, monitoring, or clinical-decision service. Use the locally applicable emergency or crisis process for immediate safety concerns.
Report product-security or suspected privacy issues to support@psyentry.com with the minimum non-sensitive information needed. Reports are reviewed, triaged, and escalated according to applicable obligations.