Support
A real person reads every message. Include what you were doing and what you expected, and we'll take it from there.
Contact
Email [email protected]. We aim to reply within two business days.
Help us help you
In the app, open Settings → About → Save diagnostics and attach the file to your email. It contains version numbers, recent error summaries, and crash-log tails — and deliberately never includes your files, passphrases, or credentials.
Common questions
Do you ever see my files?
No. MomentBackup backs up to storage you own, with no MomentBackup server in the path. With encryption on, files are encrypted on your machine and the keys never leave it — we can't read your backups.
What if I lose my recovery key?
Keep your passphrase and printable recovery key somewhere safe. If you lose both, encrypted backups cannot be decrypted by anyone, including us — that is the point of end-to-end encryption.
Does it coexist with Time Machine?
Yes. MomentBackup can share the same SMB/NAS share as macOS Time Machine, and stores its backups in their own folder alongside Time Machine's.
What happens when my trial ends, or if I uninstall?
Restoring your existing backups always works — even with an expired trial or no license. Uninstalling never deletes your backups; your history stays on your storage.
Can I get a refund?
Yes — a 14-day money-back guarantee, no questions asked. See pricing.
Which platforms are supported?
Windows, macOS, and Linux. See download.
I lost my license key
Search the inbox you used at checkout for the separate MomentBackup fulfillment email containing your key. Polar sends the receipt and tax invoice separately. If you created an optional MomentBackup account, you can also sign in to re-download it. If neither route works, email [email protected] and we'll help.
The FAQ on the home page also covers destinations, encryption, Time Machine coexistence, and uninstalling.
Your backups don't depend on us
MomentBackup stores backups on your own storage in a documented layout, and restores work even without a license. Whatever happens, your history stays yours.