Support

A real person answers this

One address, answered by the person who wrote the application: support@quppro.com. Most things are sorted the same day.

Lost your license key?

It can always be sent again, and it is always the same key. Your key was shown on screen when you bought and emailed to you at the same time — search your inbox for Queue Up, including the spam folder. That email is the master copy and it is worth keeping.

If it has gone, email support@quppro.com from the address you bought with, or quote your PayPal order number. We reissue the identical key rather than a new one, so the date your updates run to does not move.

New computer?

Just enter the same key on the new machine. If you are moving off an old one entirely, no need to tell anybody — the licence covers you, not the hardware serial number.

Remote not working?

Open Settings ▸ Remote control and press its buttons. Tell us what appears — or that nothing does — and which remote it is. Nine times out of ten it is a five-minute fix. The remote guide covers the common cases.

Education, charity and festivals

Schools, colleges, drama departments, youth theater and registered charities get 50% off. Festivals running several rooms, ask about the Site tier. Email with a line about what you are running and a code comes back.

Refunds

Fourteen days, no questions asked, even after downloading. Email and it is done — see the refund policy.

Something is broken

Tell us what you did, what happened, and what you expected. If it happened during a show, say so — that moves it to the top of the pile. There is a template to fill in, and screenshots are welcome.

An idea for it

Most of what is in the application arrived from somebody describing a night that did not go smoothly. Suggest an improvement — describe the problem rather than the feature and it usually turns into something better.

Before a show, we cannot help fast enough. Test your remote, your interface and your running order the day before, not in the twenty minutes before doors. The trial exists precisely so that day can be free.

What support actually covers

Said plainly, so nobody buys expecting something different. Support is one person answering email, and it is included for as long as you own the software — not for twelve months, not as a paid add-on.

Included: getting it installed and licensed, re-sending a lost key, working out why a remote or an audio device is not behaving, bug reports, and questions about how to set something up.
Not included: anything on your machine that is not this application — your operating system, your drivers, your interface, the venue’s desk, your files. Advice is given freely where it can be, but those are not ours to fix.

There is no service level. What that means in practice

No contractual response time is offered, and none should be assumed. Being specific about what replaces it:

Most email is answered the same day, and the intention is always by the next working day. That is an intention, not a promise.
Nothing is guaranteed within any period — not a reply, not a diagnosis, not a fix. This is one person, who will sometimes be on a stage, on a plane, or asleep.
There is no out-of-hours line and no emergency escalation. An email marked urgent at 7pm on a Saturday will very likely be read on Monday. Plan on that basis: the software runs entirely on your machine, so nothing needs us to be awake for your show to work.
If you need a contractual response time, do not buy this. It is a one-person product at a one-person price, and pretending otherwise would be dishonest. Use the trial to find out whether that suits you.

When something breaks

The software you have keeps working. It runs entirely on your machine and makes no network calls at all, so nothing here going down — this site, the shop, the licence server that does not exist — can stop a show. If this website vanished tomorrow, every copy already installed would carry on exactly as before.

If you find a bug

Report it, with what you did, what happened and what you expected. Then:

Fixes ship in the next release. There are no patches to the version you already have — no hotfix, no back-port, no separate build sent to one customer. When the next version comes out, the fix is in it.
No date is promised, and no promise is made that a particular bug will be fixed at all. Anything that can lose a show goes to the top of the pile; anything cosmetic waits its turn. You will be told which.
You need an active updates period to receive that release. If your twelve months have passed, the fix exists but arrives in a version you do not yet own. Buying the newer versions is how you get it, at the price on the pricing page, whenever you want — there is nothing to renew and nothing that expires, and the offer is never withdrawn or time-limited.
If you cannot live with it, ask for your money back. The refund policy is fourteen days no questions asked, and stays open-ended if the software does not do what this site says it does.

If you update your operating system

The version you own is supported on the operating systems it was released for — the ones listed on the download page at the time — and no further. Today that means macOS 13 Ventura or later, and 64-bit Windows 10 or later. An operating system released after your version was is outside what that version was built and tested against.

Which gives three cases, and it is worth knowing which one you are in:

You stay on the system you are on. Nothing changes, for ever. The software has no expiry and checks in with nothing, so a copy bought today still opens in ten years on the same machine.
You upgrade your OS and your updates period is active. Compatibility work is exactly what that period is for. If a new macOS or Windows breaks something, the fix comes in a normal release and you get it.
You upgrade your OS and your updates period has lapsed. This is the case to understand before you click Upgrade. The version you own was never built for that system, it may not run correctly on it, and there is no obligation to make it do so. Your copy keeps working on the system it worked on before; that is what you bought. The build that supports the new system is a later release, and getting it means buying the newer versions — available whenever you want it, but a purchase of newer software rather than a repair of yours, and a refund is not the remedy for an operating system you chose to upgrade.

The practical advice, which costs nothing: do not upgrade your operating system in the middle of a run of shows, and check the download page’s stated requirements before you do. A show machine is equipment, not a phone — there is no prize for being on the newest version, and every touring engineer you will ever meet will tell you the same thing.

If this site or the shop is down

Installed copies are completely unaffected, because there is nothing for them to reach. Buying, or turning a purchase into a licence, may have to wait — email and it will be done by hand as soon as it is seen.

You remain responsible for your own show. Whatever the software does or fails to do, the running order, the venue’s equipment, the licences for the music you play and having a fallback are yours. The licence agreement sets out the limits of what can be claimed, and the website terms cover the site itself.