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Email support@elephas.app and attach your log file. You find both, plus your version number, in Settings › Support. The log records what the app did, with no document text in it.

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Before you start

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Steps

1

Open Settings › Support

Open Settings and choose Support, the last pane in the list.
2

Start an email

Next to Email support, click Write Email. Your mail app opens with the subject “Elephas question” and your Elephas version and operating system already filled in. If no mail app is set up, click Copy and write from any email account.
3

Attach your log file

Next to Log file, click Show in Finder on Mac or Show in Explorer on Windows. Your file manager opens with elephas.log selected. Drag it into your email.
4

Describe what happened

Use the checklist below, then send.

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What to include

  • What you were doing, step by step, and what you expected.
  • The exact message Elephas showed. Copy it, or attach a screenshot. Check the screenshot does not show confidential document text or names you do not want to share.
  • When it happened, roughly, so we can find it in the log.
  • Your version. The Version row in Settings › Support shows it, for example “Elephas 1.0.0 · macOS 26.5”. Click Copy next to it. Write Email adds it for you.
  • Your log file, elephas.log. If there is also an elephas.log.1 next to it, attach that too. It holds the older part of the log.
  • Your Install ID, if you allow usage and error reports. Find it in Settings › Privacy and click Copy. It lets us find the anonymous error reports from your computer.
Never send passwords, API keys, recovery codes or your Team recovery kit. Support will never ask for them.

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If Elephas will not open

Open the data folder directly and attach elephas.log from there.
In Finder, choose Go › Go to Folder, paste ~/Library/Application Support/Elephas Next, and press Return.
Tell us the version you downloaded, and your Mac model and macOS version, or your Windows edition and version.

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How it works

The log file is designed to hold event names, error codes, counts and timings, never the text of your documents, your questions or answers, or file names. It grows to about 2 MB, then the older part moves to elephas.log.1. Elephas never sends the log on its own. You decide whether to attach it. The email Write Email prepares holds only your version and operating system. No account details, document text or question text are added. See where your data is stored and usage reports.

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Troubleshooting

Elephas shows There is no log file yet. It starts the first time Elephas runs. The log is created when Elephas first starts. If Elephas has run and you still see this, use the folder paths above.
Your computer has no default mail app set up. Click Copy next to the address and write from your usual email.
Email the same address. Include the email address of your Elephas account so we can find your plan. See invoices and payment method.

Elephas won't start

Where your data is stored

Usage reports

FAQ