Support

Something not working?

Write to us and a person will answer - we are a small team and there is no ticket queue to get lost in. Most problems are one of the seven below, so it is worth a look first.

Email hello@servey.inWe aim to reply within two working days.

What to include

Your macOS version and your iPhone or iPad version, what you were doing, and what happened instead. If a message appeared, the exact wording. That is usually enough for us to find it without a back-and-forth.

The usual suspects

My Mac does not appear on my iPhone or iPad: Three things have to be true: both devices are signed in to the same Google account, the Mac app is running, and you have pressed Go Online on the Mac. Until you press it, the Mac is deliberately invisible - that is the privacy default, not a fault. Check the Mac is awake and not asleep on battery.
The screen is black, or frames never arrive: That is the Screen Recording permission. macOS blocks screen capture until you grant it, and it cannot be worked around. Open System Settings, go to Privacy & Security, then Screen Recording, and switch Servey on. Quit and reopen Servey afterwards - macOS does not apply it to a running app.
I can see the screen but the cursor and keyboard do nothing: That is the other permission: Accessibility. It is what lets Servey move the pointer and send keystrokes. System Settings, Privacy & Security, Accessibility, switch Servey on, then restart Servey. Screen Recording and Accessibility are separate - granting one does not grant the other.
It says the Mac has not started sending: The connection was made but no video arrived. Check Servey is still online on the Mac, then try again. If the Mac went to sleep or lost its network in between, that is the usual cause.
I forgot the master password: It is set on the Mac and it never leaves the Mac in a form anyone can read - which means nobody, including us, can reset it remotely. That is deliberate: it is what stops someone who reaches your account from reaching your Mac. Go to the Mac and change it there. Devices you have already approved stay approved; they just need the new password next time they connect.
A device is asking for my approval and I do not recognise it: Decline it. Only devices you approve on the Mac itself can connect, so declining is enough. Then change the master password on the Mac, which forces every device to present the new one.
The picture is soft, or the session keeps dropping: On the same Wi-Fi, Servey connects straight to your Mac. From elsewhere it tries a direct connection and falls back to a relay when the network will not allow one, which costs some quality. A mobile hotspot or a restrictive office network is the usual reason.

What Servey needs to run

A Mac on macOS 14 (Sonoma) or later, Apple silicon or Intel, and an iPhone or iPad on iOS or iPadOS 17 or later. Both signed in to the same Google account. If you are below either version, that is the problem and no amount of reinstalling will fix it.

Your account and your data

To delete your account and the data attached to it, email us from the address you signed up with and we will confirm when it is done. What we keep, how long, and what we are required to keep afterwards is set out in the privacy policy. For anything about your account or a payment, email us rather than guessing from this page - we would rather look at the actual record.

Still stuck

Tell us what you are seeing at hello@servey.in. If you want to know how the whole thing fits together first, how it works walks through setup end to end.