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OnMyDesk
Support
OnMyDesk Support
Help for importing content, Share Extension saves, OCR search, backup and restore, App Lock, notifications, purchases, and privacy-sensitive support details.
Before you email
A few details help us investigate faster.
Short, specific notes are easiest to work from. Include only the details needed to understand the issue.
Import
Files can come from the app or Share Sheet.
Use the import or add action to pick PDFs, images, files, audio, or video. On iPhone and iPad, supported content can also be saved from other apps with the Share Extension.OCR
Searchable text may need processing time.
OnMyDesk performs OCR and indexing on device. Large PDFs or many images can take time, and OCR text is included in search only when OCR indexing is enabled.Backups
Check the destination and file state.
Backups can be stored in Files or iCloud Drive depending on the folder you choose. Before restoring, confirm the backup has finished downloading and use the correct password for encrypted backups.App Lock
Device authentication depends on iOS.
If Face ID or Touch ID is unavailable, OnMyDesk may fall back to device authentication when iOS allows it. Check your Face ID, Touch ID, and passcode settings.Purchases
Restore Pro through the app.
Open the Pro or paywall screen and select Restore Purchases. Purchases are handled by Apple through the App Store and StoreKit.Sync
Cross-device sync can take a little time.
Supported vault changes move between iPhone, iPad, and Mac through the sync system, but they may not appear on every device immediately. Keep each device online, open OnMyDesk briefly, and give large files, many edits, or first-time setup time to finish. If an item does not appear right away, wait a moment, reopen OnMyDesk on the other device, and check again before making the same change twice. If it still does not appear, contact support with the devices involved and the approximate time of the change.Quick checks
Troubleshooting notes
These are common things to check before sending a support request or diagnostics export.
- OCR may still be processing, may be disabled in Settings, or may have failed for a specific item.
- iOS may delay background processing and automatic backups depending on system conditions such as battery or storage.
- If notifications show too much on the lock screen, adjust Show Previews and notification style in iOS Settings.
- If you export diagnostics, review the file before sending it and avoid sharing sensitive personal content.
Contact support
Build a support email
Create a structured note for the studio. The website does not send or store this form; your email app sends the message.
If the builder is unavailable, email dev@hazybyte.studio.
Do not include passwords, payment details, private source code, private diffs, full folder listings, or sensitive file paths. Attach screenshots only after your email app opens.