Something not working?
Most problems are one of the four below. If yours isn’t, email a human.
Your licence will not activate
Work through these in order. It is almost always the first one.
- Check the key itself. Copy it straight from your purchase email rather than retyping it. A trailing space or a missing character is the most common cause. The key is in the order email from Lemon Squeezy, who handle purchases for us.
- Check your internet connection. Activation needs to reach the licensing service once. If you are behind a corporate firewall or VPN that blocks outbound requests, try again on a normal connection.
- Check how many devices are already using it. A licence covers 3 devices. If all three slots are taken, activation on a fourth will fail until you free one.
- Free a slot if you need to. Open ProofFlick on a machine you no longer use and deactivate the licence there. That releases the slot immediately and you can activate the new machine.
Moving a licence to a new machine
Deactivate on the old machine first, then activate on the new one with the same key. In ProofFlick, open Settings and deactivate this device; that returns the slot to your licence. Then install ProofFlick on the new machine and paste the key in.
If the old machine is gone, broken or already wiped and you cannot deactivate it, email us and we will free the slot for you.
Finding your key again
Your licence key is in the order confirmation email from Lemon Squeezy, our merchant of record. Search your inbox for “Lemon Squeezy” or “ProofFlick”, including the spam folder. That email also has a link to your order, where the key is shown again.
Still nothing? Email us from the address you bought with and we will look it up.
Windows warned me the app is not recognised
That is SmartScreen reacting to a new certificate, not to a problem with the file. Click More info, then Run anyway. ProofFlick is code-signed by Capital Films Limited, and you can confirm that yourself: right-click the installer, choose Properties, then Digital Signatures. The warning stops appearing once enough people have installed the app.
Setting up your AI provider
ProofFlick runs on your own API key from OpenAI, Anthropic (Claude), xAI (Grok), OpenRouter or Groq, with speech through Deepgram or Groq. If proofreading or dictation stops working, the usual causes are a key that has been revoked, a provider account out of credit, or the provider itself being down. Check your account with that provider first.
If you would rather not pay a provider at all, Groq has a genuinely free tier that needs no credit card.
What we can and cannot see
We cannot see your writing, even if you ask us to. ProofFlick never sends your text or audio to ProofFlick servers, because there are none in that path. Everything goes directly from your PC to the AI provider you chose, and your history stays on your machine, encrypted. So we can help with licences, installation and settings, but we genuinely cannot look up what you wrote. See the privacy policy for the full picture.
Reporting a problem
Email [email protected] and tell us what you did, what you expected, and what happened instead. Windows version and which AI provider you are using both help. If you want to attach a diagnostic log, ProofFlick writes them locally and they contain metadata, not your writing, but read one first if you would rather be sure.
Refunds and billing
Purchases are handled by Lemon Squeezy as merchant of record, so refunds and invoices go through their process. Email us and we will sort it out with them. The 14-day trial exists so you can find out whether ProofFlick is for you before paying anything. See the terms for the detail.