The short version
Email support@simpleplaypro.com. We reply within one business day. If you're in a show today, putSHOW DAY at the start of the subject and it's answered first, weekends included.
Reply times
- Normal questions: within one business day, Monday to Friday, Eastern Time (Miami).
- Show-day problems: start the subject with SHOW DAY. These jump the queue, and we answer them on weekends and evenings as quickly as we can.
- Licence and activation: within one business day. Moving a licence to a new Mac you can do yourself: deactivate the old one in the app first.
Planning a big show?
We're a small team, and we'd rather tell you that than promise round-the-clock cover we can't give. If you have a show where a problem would be expensive, email us a week ahead with the date, your time zone and what you're running. We'll make sure someone is reachable that day, and we're happy to look over your show file or setup beforehand.
Get the fastest answer
- Use Help ▸ Contact Support & Feedback… in the app. It fills in your app and macOS versions.
- Say what you expected, what happened instead, and whether it happens every time.
- For playback that isn't smooth, open the FPS badge's Render Health and paste its Copy Report into your email.
- Check the known issues first. If yours is listed, the workaround is there.
What's covered
- Installing, activating and updating SimplePlay Pro X.
- Setting up outputs, NDI, Syphon, DeckLink, audio, and show control (OSC, MIDI, timecode, Art-Net, Companion and Stream Deck).
- Bugs, crashes and anything that doesn't work as the manual describes.
- Advice on building a show: which way to structure it, and how to get the most from your hardware.
Not covered: making your content (encoding, editing or designing video), and fixing problems in other equipment or software, though we'll gladly help work out where a problem lies.
The community
Other operators share setups and answer questions on Discord, and we're there too. It's a good place for "how would you build this?" questions. For anything urgent, email: Discord isn't watched around the clock.
Updates
Updates arrive through the app (SimplePlay Pro X ▸ Check for Updates), and every release is listed with its known issues on the changelog. Updates are paused while a show is live, so nothing changes under you mid-show. Previous versions stay available if you ever need to go back.