Support
Get help without sharing private content.
Use this page for Astramar, Oddities, and shared SeaSoup questions. Keep private phrase libraries, character state, credentials, and customer data out of public posts. Versions, steps, and a metadata-only diagnostic summary are usually enough.
Keep private: phrase bodies, clipboard contents, customer data, credentials, tokens, private URLs, scripts, exploit proof-of-concept payloads, and captured screen context should not appear in public issues or screenshots.
Choose a category
Pick the path that matches your question. All listed addresses are owned SeaSoup mailboxes. We do not publish internal incident tooling on this page, and we do not promise response-time SLAs.
| Install or download | [email protected] for Desktop installers, Gatekeeper prompts, or broken public download links once a product publishes one. |
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| App Store | [email protected] for PocketOddities / PlaygroundOddities listing, purchase, or restore questions when Apple availability is public. |
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| Account or purchases | [email protected] for tips, receipts, restore, cancellation, and refunds when purchases are open. |
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| Privacy | [email protected] plus the Privacy policy for data questions. |
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| Accessibility | [email protected] when a seasoup.io or product barrier blocks you. |
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| Security issue | [email protected] with subject Security issue. Describe impact and safe reproduction steps only. Security reports are not captured by ordinary website analytics content logging. |
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| Astramar product | [email protected] for palette, library, permissions, insertion, triggers, diagnostics, and related macOS help. |
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| Oddities product | [email protected] for DesktopOddities, PocketOddities, PlaygroundOddities, Marketplace, or OddityDex product questions. Product Trust: Oddities Trust. |
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Include
- Product name (Astramar or which Oddities surface) and version/build when known.
- OS or browser version.
- Where it happened: install, permissions, palette, insertion, App Store, Marketplace, Dex, billing, or site browsing.
- What you expected and what happened instead.
- Steps to reproduce using sanitized examples.
- A metadata-only diagnostic summary when the product provides one.
Leave out
- Actual phrase, template, or private character content.
- Clipboard history.
- API keys, OAuth tokens, passwords, certificates, or signing data.
- Customer names, ticket bodies, or captured application context.
- Full private filesystem paths when a short redacted path is enough.
- Exploit proof-of-concept payloads in ordinary support mail.
How we prioritize
| Urgent | Possible data loss, security exposure, a broken public download, or a launch-wide failure with no workaround. |
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| High | Critical workflow failure, repeated crash or hang, broken restore or billing path, or a severe permission/insertion defect. |
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| Normal | Recoverable defects, narrow compatibility issues, usability problems, or enhancement ideas. |
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If you fear data loss
Stop repeating imports, migrations, or destructive edits. Keep the original file and any recovery copies. Use the product’s reveal, backup, restore, and diagnostic controls before deleting or replacing library data.
Billing and ideas
Paid Pro and Oddities store purchases are not generally available until the owning release gates pass. Email [email protected] for tip receipts and billing questions. Product ideas that are not urgent bugs can go to [email protected] or Feedback.
Optional tips that support SeaSoup’s work live on the separate Support development page. Those payments never unlock Pro, skins, Oddities features, or other product entitlements.
Temporary availability notices
When SeaSoup publishes a customer-facing maintenance, degraded-service, or outage notice on the site, that notice explains browsing or service disruption only. Temporary availability notices do not change entitlement truth: purchases, Free/Pro state, and product release status stay whatever the owning release and store records already say.
Longer status stories may also appear in News when useful. News copy still cannot invent download or App Store availability. We do not link public visitors to internal incident tooling.
