Proof Me Hard Support
Troubleshooting
Work through the common checks below before contacting support. Clear environment details help support reproduce issues faster.
First aid checklist
- Confirm you are signed in with the correct account.
- Install the latest available desktop version from the download page.
- Restart the desktop app after subscription, storage, or permission changes.
- Capture the exact error message and the step that triggered it.
Troubleshooting articles
Use these focused guides when a specific install, sign-in, import, cloud restore, export, or billing issue is blocking progress.
App will not open on macOS
Steps to check macOS version, installer source, and common first-open prompts.
Troubleshoot
Windows SmartScreen warning
How to handle Windows security prompts without trusting unofficial installers.
Troubleshoot
Cannot sign in to the desktop app
Check account email, browser session, network access, and app version.
Troubleshoot
License or subscription not recognized
Resolve mismatches between trial, subscription, billing email, and desktop access.
Troubleshoot
iPhone backup not found
Check that a local authorized backup exists and that the computer can read it.
Troubleshoot
Mac Messages permission problem
Grant the desktop permissions needed to read local Mac Messages data.
Troubleshoot
WhatsApp export import problem
Check WhatsApp export completeness, archive structure, media files, and format changes before retrying import.
Troubleshoot
Official platform export import problem
Troubleshoot official exports from social and messaging platforms when files, folders, or formats do not import cleanly.
Troubleshoot
Capture upload did not appear in desktop
Check upload completion, account match, desktop sync, network state, and package size when Capture files do not appear.
Troubleshoot
Cloud restore failed
Check account, storage access, network stability, and vault password.
Troubleshoot
Vault password lost
Understand what can and cannot be recovered when an encrypted cloud backup vault password is lost.
Troubleshoot
Large library feels slow
Improve large-library performance by checking computer resources, disk space, source size, and background work.
Troubleshoot
Export failed or exported file is missing media
Check selection, source media availability, destination disk space, and locked folders.
Troubleshoot
Trial or billing question
Check trial timing, upgrade state, cancellation, and billing account email.
Troubleshoot
Download or install problems
- Confirm you are signed in with the same email used for the trial or subscription.
- Refresh the download page after account or billing changes.
- On macOS, confirm you are running macOS 12 or later.
- On Windows, confirm you are running Windows 10 or Windows 11 on x64 hardware.
- If browser security blocks a download, try a fresh private browser window and confirm the download link is from proofmehard.com.
Import problems
- Confirm the source file, folder, backup, or export is the complete original and was not partially moved or renamed.
- For local Mac data, confirm the desktop app has the required file or folder permission.
- For official exports, unzip the export before import when the provider delivers a compressed archive.
- If an import completes with missing records, compare against what the source export actually contains.
Cloud backup or restore problems
- Confirm you have internet access and are signed in.
- Confirm your subscription is active and your storage limit has not been reached.
- Keep the desktop app open until the backup or restore reports completion.
- Use the same vault password used when the encrypted backup was created.
Export problems
- Confirm the records you want are selected before exporting.
- Check available disk space on the destination drive.
- Avoid exporting to a folder controlled by a sync app if that app is actively uploading or locking files.
- If media is missing, confirm the source record still references media that exists in the imported data.
Still stuck?
A useful support request includes enough detail to recreate the issue without asking you to repeat the basics.