Support

Help with Media House

Most questions are answered below. For anything else, email [email protected] with the app version (Settings shows it under the title) and, if it helps, the log file from Settings → Data → Open data folder → logs. Replies usually within two working days.

Getting started

How do I add my videos?: Settings → Library folders → Add folder, or the Add folder button on the welcome screen. Every folder is scanned recursively, watched for changes, and re-scanned when you press Refresh (F5). You can add several folders at once.
Which formats play?: MP4, MKV, AVI, MOV, WMV, TS, WebM, MPG and more, including HEVC and 10-bit files. FFmpeg is built in; formats the built-in player cannot decode are converted on the fly.
Photos too?: Yes. Add a folder of photos, or on macOS your Photos library. HEIC and Live Photos are supported. On Windows, HEIC needs Microsoft's free "HEIF Image Extensions" from the Microsoft Store.

Playback

A file says "Playback failed".: Click Open in system player to confirm the file itself is sound. If it plays there but not in Media House, email the log file; it records exactly which decoder path was tried.
Where are the keyboard shortcuts?: Press ? anywhere. In the player: Space play/pause, arrows seek, B adds a marker, I opens the organise panel, V toggles favourite, H pins the controls, F fullscreen.
The video stopped in the middle last time.: The app asks whether to resume or restart. Change the default under Settings → Playback → What happens when you open a file you stopped in the middle of.

Cloud and external drives

A file shows "Not downloaded".: It lives in iCloud Drive, OneDrive or a similar service and is not on this device yet. Press Download; the app asks the cloud client to fetch it, shows progress, and plays it when it arrives. If nothing arrives, open the file once in Finder or File Explorer and the cloud client will download it.
My external drive is unplugged.: Its files are hidden, not deleted, until the drive returns. Favourites, scores and categories are kept.
Photos library on macOS says access is blocked.: The App Store version reads only folders you choose. Choose the Photos library package itself in the folder picker (Pictures → Photos Library), then rescan.

Organising

Actors are wrong or missing.: Names come from file names. Adjust how aggressively the app guesses under Settings → Names, actors & categories → Actor detection, then use Re-parse all file names now. Any name can be renamed, merged or removed on the Actors page.
Can I take my organisation to another computer?: Turn on Keep organisation inside each folder. A small file is written next to your media; when the folder is added on another computer, everything comes with it. Or use Export library / Import library in Settings → Data.

Trial and subscription

How does the trial work?: Every feature is unlocked for 15 days from the first launch, with no sign-up. After that, Media House costs US$4.99 a year through the App Store or Microsoft Store. Your library, favourites and organisation are kept either way.
I subscribed but the app still says the trial ended.: Settings → Subscription → Restore purchase. Make sure you are signed in to the same store account you bought with.
How do I cancel?: Subscriptions are managed by the store: on a Mac, App Store → your account → Subscriptions; on Windows, account.microsoft.com → Services & subscriptions. Cancelling stops the next renewal; the current year stays active.
Refunds?: Refunds are handled by the store you bought from (reportaproblem.apple.com for the App Store).

Privacy and security

What does the app send online?: Only what you ask it to look up: a name for an actor photo, a title for film information, a title or file hash for subtitles. No accounts, no analytics, nothing about your files. Details in the privacy policy.
I forgot my app-lock password.: There is no recovery by design. Settings → Danger zone → Erase everything starts the app fresh; your media files on disk are untouched.