Support

How to get help

The best way to reach us is by email. We read every message and aim to respond within a couple of business days.

Email info@tensordata.com

What to include in a request

To help us resolve your issue faster, please include:

• Your venus version (from the in-app About panel).
• Your OS and version (macOS: Apple menu → About This Mac; Windows: Settings → System → About; Linux: your distribution and release).
• Steps to reproduce the problem, and what you expected to happen instead.
• Any error message you saw (a screenshot helps).

Please do not include passwords, private keys, or other secrets in your message — we never need them to help you. Redact license tokens, sync recovery codes, API credentials, and sensitive terminal output from screenshots, and say whether the problem is local or over SSH.

Common topics

• Free trial. Your first launch starts a 7-day Pro trial — no card, no account. It unlocks the Pro feature set; Team sealed sharing needs the Team tier, and starting cloud sync needs an activated license. After the trial, venus keeps working as the Free tier. More in the FAQ.
• Licensing. Pro is unlocked by a cryptographically signed license verified on your device. It works offline, with periodic online re-validation. Online purchases aren't available yet; for an existing license, email info@tensordata.com. See pricing for tiers.
• Where your data lives. venus is local-first by default: hosts, settings, snippets, and workspaces live on your machine, and secrets live in your operating system's secure credential store (macOS Keychain, Windows Credential Manager, or the Linux Secret Service). Optional Pro cloud sync stores only end-to-end encrypted copies the server can't read. See the Privacy Policy for what our services record.
• Platforms. venus runs on macOS (Apple Silicon, requires macOS 12 (Monterey) or later), Windows (10/11, 64-bit), and Linux (x86-64) — the Windows and Linux builds are recent betas. A mobile companion is planned later.

Troubleshooting basics

• Update to the latest version — many issues are already fixed in a newer build.
• Check your license or entitlement. Your trial or Pro status is shown by the tier badge in the title bar; open license management from that badge to activate or manage a license. (The in-app About → License tab shows the End User License Agreement, not your entitlement status.)
• Moved to a new machine? Re-enter your SSH passwords and key passphrases — secrets are kept in that credential store and re-entered on a new device for safety.

Still stuck?

Check the FAQ for quick answers, or email info@tensordata.com and we will help.