Support
Something not working? Start here.
Four things account for almost every message we get. If yours is one of them, the answer is on this page. If it is not, write to us — there is a person at the other end and the reply comes from him. Billing is the one exception, and Who to ask says where it goes and why.
I have lost my licence key, or it never arrived
Your key was emailed to you the moment your payment went through, and it was also shown on the page you were returned to after paying. Three ways to get it back, in the order worth trying:
- Search your email for Your Nico licence key. It comes from info@notifications.wingmannico.com, so search your junk or spam folder for notifications.wingmannico.com too — and mark it as not spam, so the next one reaches you.
- Look in Nico. If you have entered the key on this Mac before, it is already there: menu-bar icon → Status → Support, which shows the state of your subscription and the last four characters of the key it is using.
- Ask us. Write to the address at the bottom of this page from the email address you paid with, and you will have it straight back.
We cannot look your key up from a phone number or a card number, and we will never ask you for either. The email address you paid with is the only thing we need.
Nico says my licence has expired, and I have paid
Nico checks your subscription about once a month and then works offline in between, so the licence file on your Mac can be a little behind what you have actually paid for. The fix is one press:
Menu-bar icon → Status → Refresh licence
It fetches a fresh licence for this Mac and takes a second. It works in every state, including the ones that look broken — that is what it is for.
If refreshing does not fix it
- “Payment failed” means your card was declined. Stripe retries for a couple of weeks and usually recovers it; if you would rather not wait, update your card from the link that came with your receipt. That side is Onelink’s — see Who to ask.
- “Needs a check-in” is not a problem with your subscription. It means Nico has not been able to reach us for a while. Connect to a network and press Refresh licence.
- “Another Mac” means the licence on this Mac was issued for a different one. One subscription covers three Macs; if you are on your fourth, or you have replaced one, write to us and we will free a slot.
- The date on your Mac is wrong. Nico will say so rather than claiming your licence expired. Set it in System Settings → General → Date & Time.
Whatever the state says, nothing is taken away. Every session, recording and app you have made stays on your Mac and stays reachable. Only new recording pauses.
I want a refund, or I want to cancel
14 days, no questions asked. Write to us within fourteen days of a payment and you get it back in full. You do not have to say why, and we will not ask.
Asking us is enough. Your subscription is charged by Onelink, the merchant of record, so the money comes back from Onelink and its name is on the refund — but we can still issue it ourselves, and writing to us is all you have to do.
You can also ask Onelink, and past fourteen days you should. Onelink runs its own refund policy, it reaches 60 days from a payment, and where ours is narrower theirs wins. Fourteen days is our floor, not your ceiling. Ask them, and ask us too — we will not argue with either.
Cancelling takes a moment: write to us and we will cancel it, or do it yourself from the order management Onelink gives you, reached from your receipt. You keep Nico until the end of the period you have already paid for — cancelling never cuts you off mid-month, and there is nothing to do in the app.
The full terms are in the refunds section of the legal page, and they are more generous than the law requires rather than less.
Who to ask
There are two doors, and picking the right one saves a day.
Money → Onelink
Charges, receipts and VAT, a card that will not go through, cancellation, and any dispute you raise with your bank. Onelink is the merchant of record for your subscription: it is who charged you, and its name is on your receipt as “sold through Onelink”. The contact route is on that receipt, and Onelink answers this side rather than us. Pixmeknot does not hold your card details and never has.
Your licence key and the app → us
A key that never arrived or got lost, a licence that says expired, a fourth Mac, a bug, a missing feature, anything Nico does or will not do. That is ours and it is not Onelink’s — your key is minted by us, and Onelink cannot look it up. The address is below.
Refunds sit across the line on purpose — ask either of us, and read the section above for why past fourteen days you should ask Onelink. Get anything else the wrong way round and nothing is lost: send us a billing question and we will forward it the same day rather than sit on it, and we will tell you where it went.
Write to a person
One person reads this, and he replies. This is the address for your licence key and the app, and for a refund. A charge you do not recognise, a card that will not go through or a dispute is Onelink’s and gets there faster (above), though sending it here is never a mistake we make you pay for. Include the email address you paid with; you do not need to include anything else, and please do not send us your licence key or a screenshot of it unless we ask.
Replying to your licence key email works just as well — it comes back to the same place and arrives with your purchase already attached, which is usually faster for both of us.
What is useful to include
- What you expected, and what happened instead.
- What the Status screen says about your subscription, in words.
- Roughly when it started.
We never ask for your password, your card number or remote access to your Mac. If a message claiming to be from us does, it is not from us.
More articles
Longer write-ups live in our help centre. It is hosted by Featurebase, so following this link takes you off this website and onto theirs — nothing here loads anything of theirs until you press it.
It is new, and filling up. Everything above is here on this page and does not depend on it.