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macOS version
App version (About in Settings)
Install ID (Settings — tap Copy next to it)
Purchase email (the address used at checkout), if the issue is about billing
What you expected vs what happened

Purchases, trials & licenses

Online AI (subscription) — cloud translation. Monthly includes a 3-day free trial; yearly includes a 7-day free trial. An active Online subscription also unlocks Offline engines.
Offline engines (one-time) — pay once, keep Offline forever. Does not include Online AI.
Offline install trial — after you first install the app, Offline engines get a 3-day free trial on that Mac. Online AI is not included in this trial.
Buy via Get App, then open the app and link the purchase under Settings → User Account.

Link a purchase to this Mac

Open Settings → User Account.
Enter the same email you used at checkout.
Tap Send verification code, then enter the code from your inbox.
Tap Refresh if status does not update right away.

Each purchase can be linked to at most 2 Macs. If you link a third Mac, the oldest one may be signed out — send a new verification code on that Mac to reclaim it.

After you buy

Keep your receipt email — you’ll need that address to restore or get help.
Online subscription Offline unlock needs the Mac online at least every 3 days to renew. A one-time Offline purchase does not.
To cancel or update payment details, use Manage subscription… in User Account (opens the billing portal on this Mac).
No Mac handy? Open the customer billing portal in your browser and sign in with the checkout email.
Unlink this Mac frees a slot if you are moving to another computer.

Refunds

Need a refund or want to cancel a subscription? Read the full Refund Policy, or email [email protected] with your purchase email and Install ID.

Online AI — cancel during the free trial and you are not charged. After a paid charge, you may request a refund within 14 days if the product did not work as described and we cannot resolve it.
Offline Engines (one-time) — you may request a refund within 14 days if the app cannot be installed or activated on a supported Mac and we cannot fix it.
To stop renewals, use Manage subscription… in Settings or the customer billing portal.

Quick checks

Hotkeys / replace not working — grant Accessibility in System Settings → Privacy & Security → Accessibility, then relaunch the App.
Purchase not showing — confirm the checkout email, complete the verification code, then Refresh. Wait a minute after payment if the receipt just arrived.
This Mac was signed out — another Mac may have claimed the license slot. Send a verification code again to reclaim it (2 Macs max).
Offline engine failed to install — check free disk space and network, then retry from Settings.
Online translation errors — confirm you are online and the subscription is linked; if you use your own keys, verify the key and model name.
Offline stopped after a few days — the free Offline trial may have ended, or a subscription Offline unlock needs internet every 3 days. Buy Offline once, or keep an active Online subscription.

More detail: Documentation · Get App · Refund Policy.