Support

Email us. A person reads it. If it is urgent — you are in a tech and something is wrong — say so in the subject line and it goes to the top.

Downloads

Cuemark is downloaded from your licence page — sign in with the email you bought with and the current version for macOS and Windows is there. macOS needs 11 or newer; Windows 10 or newer.

Activation

The key says it is not one of ours

Check for a typo — the letters I and O and the digits 0 and 1 are never used in a key, so if you see one it is something else. Copying and pasting the whole line from the email is safest.

It says both machines are in use

A licence covers two machines. Free one up on your licence page, or in the app on the old machine under Settings ▸ Licence ▸ Deactivate this machine. If the old machine is gone — sold, stolen, died — email us and we will free it.

The machine has no internet connection

Activation needs the network once; running never does. On the licence screen, expand No connection on this machine? and send us the machine ID it shows, with your key. We will send back an activation to paste into the same panel, and it will work with no network at all.

It says the licence is unconfirmed

Cuemark asks about once a month whether your key still stands, and a check it cannot make changes nothing — it keeps working. After a long time with no contact it says so, and that is all it does. A show has never been stopped by this and never will be.

Scripts

My script is a scan

Cuemark says so with a SCAN badge and greys out the tools that need text. Read a page — or the whole script — with OCR from the Edit menu, and selecting, searching and cue lines start working on what it read. It runs on your machine; nothing is uploaded. Anything OCR read is tagged, so nobody calls a show off a line no human has checked.

The acts and scenes came out wrong

Right-click any row in the Script panel to rename, remove or add one, and your corrections are saved with the project. If it is consistently wrong on your script, use Copy diagnostics at the bottom of that panel and send it to us — it carries the matched lines only, a few dozen of them, not your script.

Your work

Everything is on your own disk. Marks autosave as you go, and Ctrl/Cmd+S writes a .cuemark file you can pass to the rest of the team. Nothing is uploaded, ever — not your script, not your cues, not what you do with them.

If a licence lapses, the app stops but your work does not go anywhere: the files stay exactly where they are, and open again the moment it is licensed.