ShoSoft is one person. There is no support queue, no chatbot, no ticket-routing maze. The email below opens an inbox I read every working morning.
Email arriving outside these hours joins the next working day's queue.
Working days are Tuesday–Friday, the studio schedule shown above. If a week has gone by without a reply, something has gone sideways — please write again.
Not required. But if you can include these, I can usually resolve a ClipGrid or Pane issue in the first reply.
The order number from your ShoSoft receipt email. It is enough to confirm your purchase without sending payment details.
Help → About inside ClipGrid or Pane. Pasting the version + build hash narrows it down fast.
If a specific video or picture misbehaves, start small: a screenshot of the problem, or a 5-second redacted clip with personal metadata removed. Please wait for a confirmation before emailing full source media.
"It crashed" vs. "the WebP came out 80% darker than the source" — the second one ships a fix on Tuesday.
"Mail to the support address doesn't enter a queue — it reaches the person who builds and supports both products. When something breaks, you talk directly to the one who can fix it. That's the whole point of a one-person studio."