Support

Questions, and a person to ask

Everything below is answered here. If yours is not, the form at the bottom reaches Andrew directly — not a queue, and not a script nobody maintains.

Windows warned me the app is not recognised.: It will. The installer is not signed yet, so Windows SmartScreen shows an “unrecognised app” notice the first time you run it — choose More info, then Run anyway. A signing certificate is on the list; until it is in place we would rather you heard this from us than from the dialog.
Which Illustrator versions work?: Illustrator 2020 (24.0) and later, on Windows 10 and 11. Anything older will not load the panel, and no amount of reinstalling changes that.
Is there a macOS build?: Not yet, and it is not dated. The plugins themselves are platform-neutral; the desktop app and the installer are the Windows part, and that work is not done. Leave your address and you get one email on the day there is a build to install.
Where do the tools appear?: Inside Illustrator, under Window › Extensions › Designer Shortcuts Hub. The Hub lists every tool you have installed and opens them. Each launch of the desktop app checks the installation and repairs anything that has broken.

Does it need to be online?: To sign in, yes, once. After that the tools work offline. The app re-checks your subscription in the background about once a day and carries a licence that stays valid for seven days, so a week on a machine with no connection changes nothing.
I work on two machines.: One machine is active at a time. Signing in on the second signs the first out — nothing is uninstalled, and you can move back as often as you like. Working in two places does not need a second seat.
We need several seats.: There is no multi-seat plan today. It is one subscription per person for now. Write below and say how many — that answer shapes what gets built.
How do I disconnect a machine?: Signing in on another one does it for you. Your account page shows which device is currently connected.

How do I change my card, switch plan, or cancel?: All three are on your account page, under Manage billing. That link appears once there is a subscription to manage.
What happens when the trial ends?: It becomes a paid subscription unless you cancel before then. Every tool is included during the trial — it is not a reduced version.
Can I have a refund?: 14 days free to try it, then a 14-day money-back guarantee on your first payment, no reason required. How refunds work.
What happens to my files if I cancel?: Nothing. Your documents are ordinary Illustrator files — the numbers, codes, guides and artboards are real objects and they stay in the file. The tools stop working; the work does not.

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