ShotJar
Help

Support

Every message is read and answered by the people who make ShotJar.

Email [email protected]. It helps to include:

  • your macOS version (Apple menu › About This Mac);
  • your ShotJar version: open the shelf, click the gear for Settings, and look under General › Updates › Version;
  • what you did, what you expected, and what happened instead. A screenshot of the problem is very welcome.

For anything about a purchase, the email address you bought with, or your order number from the receipt, lets us find it quickly.

Licenses

How do I activate my license?

Open the shelf, click the gear for Settings, choose License, paste the key from your purchase email and click Activate. Activation needs an internet connection once; after that ShotJar works offline.

How many Macs can I use it on?

One license covers up to 3 Macs of your own. Settings › License shows how many seats are in use.

I got a new Mac. How do I move my license?

On the old Mac, open Settings › License and click Deactivate This Mac. That frees the seat. Then install ShotJar on the new Mac and activate the same key there. If the old Mac is already gone (sold, wiped or broken), activate on the new one anyway if you have a free seat, or email us and we will free the old seat for you.

I lost my license key.

The key is in your purchase email from Lemon Squeezy; search your inbox for "ShotJar" or "Lemon Squeezy". If you can't find it, look it up at app.lemonsqueezy.com/my-orders: enter the email address you bought with and Lemon Squeezy sends you a link to your orders and keys. Still stuck? Email us from that address and we will resend it.

It says my license is no longer valid.

That happens when the seat for this Mac was freed (on another Mac, or by us) or the purchase was refunded. If you didn't expect it, activate the key again in Settings › License; if that fails, email us.

What happens when the trial ends?

The trial is the full app for 14 days. After that the shelf asks for a license. Nothing is deleted: your screenshots stay exactly where they are, and everything comes back the moment you activate a key.

Permissions

Which permissions does ShotJar need?

Just one: permission to read your screenshot folder. ShotJar does not take screenshots itself. macOS does, with ⌘⇧3, ⌘⇧4 or ⌘⇧5, and ShotJar picks up each new file from the folder macOS saves it to. It does not need Screen Recording, Accessibility or Full Disk Access, and its keyboard shortcut works without any of them.

If your screenshots are saved to the Desktop (the macOS default), Documents or Downloads, macOS asks once whether ShotJar may access that folder. Click Allow.

I clicked "Don't Allow". How do I fix it?

Either:

  • in ShotJar, open Settings › Folders and click Add Folder…, then pick your screenshot folder. Choosing it yourself grants access; or
  • open System Settings › Privacy & Security › Files and Folders, find ShotJar, and switch on the folder it needs.

New screenshots don't show up on the shelf.

  • Check where macOS is saving them: press ⌘⇧5, click Options, and look under "Save to". ShotJar follows that setting automatically, and Settings › Folders shows the folders it is watching.
  • If the folder is listed but the shelf stays empty, it's usually the permission above.
  • Screenshots copied to the clipboard instead of saved (⌃ held down while capturing) never become files, so ShotJar can't see them.

Search doesn't find a word I can see in a screenshot.

Text is recognized on your Mac, in English and Korean, a few seconds after each capture. Very small, blurred or stylised text can be missed. If a clear screenshot isn't found, send it to us if you can; it helps us improve.

Uninstall

How do I remove ShotJar completely?

  1. If you turned on Hide native screenshot thumbnail (Settings › Folders), turn it off first. It changes a macOS setting, so it would otherwise stay off after ShotJar is gone. (You can also switch it back later: ⌘⇧5 › Options › Show Floating Thumbnail.)
  2. If ShotJar is licensed and you might use it on another Mac, click Deactivate This Mac in Settings › License to free the seat.
  3. Quit ShotJar: open the shelf and click the power button.
  4. Drag ShotJar from your Applications folder to the Trash.
  5. To also remove its settings, trial record and license, run these in Terminal:
defaults delete app.shotjar.ShotJar
rm -rf ~/Library/Application\ Support/ShotJar
rm -rf ~/Library/Caches/app.shotjar.ShotJar
rm -rf ~/Library/Logs/ShotJar
rm -rf ~/Library/HTTPStorages/app.shotjar.ShotJar
tccutil reset All app.shotjar.ShotJar

The last line removes ShotJar's folder permission. If "Launch ShotJar at login" was on, macOS drops the login item on its own once the app is gone; you can check in System Settings › General › Login Items.

Your screenshots are not affected. ShotJar never moved or copied them; they stay in your screenshot folder.

Refunds

Changed your mind? See the refund policy. It's quick, and no reason is needed.

Privacy

ShotJar keeps your screenshots and their text on your Mac. The privacy policy lists exactly what the app sends, and to whom.