Support
Every support question — purchase, activation, licence transfer, a finding that looks wrong, or a crash — goes to one address and is answered by a real person.
First response within one business day, typically faster. We're a small team; this is the fastest route to a fix.
What to include
Before emailing, the answer might already be in the docs — installation, enrolment, scanning, scheduling, and troubleshooting all live there.
If the docs don't cover it, include in your email:
- Your Noxen version (Noxen → About Noxen).
- Your macOS version.
- A brief description of what you were doing and what happened.
- If relevant: the host's OS and a rough package count, and whether the issue happens on every host or a specific one.
- Screenshots if the UI is involved. No need to redact hostnames or IPs — we won't share your email with anyone, and nothing you send us is stored beyond the support thread.
Billing & refunds
Purchases are processed by Paddle. Refund requests within 30 days of purchase are honoured without argument — email hello@noxen.app with the order number from your receipt. See the terms for the full refund policy.
Licence & activation
Lost your activation email? Moving to a new Mac? Need to deactivate a host you no longer own? Email us with the address you bought the licence with and we'll sort it.
Security
Think you've found a vulnerability in Noxen itself, the feed
pipeline, or the signing infrastructure? Please email
hello@noxen.app with the
subject prefixed [security]. We respond within one
business day and will keep you in the loop through remediation
and disclosure.