Support
We’re here to help.
Answers to the most common issues are below. For anything else, write to us: every message is read by a person.
To speed things up, please include:
- your macOS version (Apple menu › About This Mac);
- your Séance version (Réglages › À propos);
- what happens, and what you expected;
- for playback issues: the file format (MKV, AVI…) and, if possible, a screenshot.
Most common questions
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A video won’t play
Check that the drive is connected and that the file opens in the Finder. If the error persists, the player offers to open the file in another installed app, or show it in the Finder.
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A title is misidentified
Title page › “…” menu › “Corriger l’identification” (Fix identification): search for the right title and year, then choose it.
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A drive doesn’t show up
Allow Séance to access removable and network volumes in System Settings › Privacy & Security › Files & Folders, then rescan (⌘R).
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Getting ready for an outage
Réglages › Bibliothèque › “Prêt pour la coupure” (Ready for an outage), then “Tout préparer” (Prepare everything) while you’re online.
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Apple Intelligence doesn’t show up
Turn on Apple Intelligence in System Settings on a compatible Mac and let the model download. Séance detects it automatically.
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License, invoice, refund
Your key and invoice were emailed by Paddle when you bought. For a refund within 30 days, write to us.