Write to us
- Say which Graycard version you have (Graycard › About Graycard), your macOS version, and your Mac.
- Name the camera, and what you were doing when it went wrong. A screenshot of the window helps.
- Please don’t attach client photos. A description is enough, and we never need the files.
01Common fixes
01A shoot in the sidebar shows as offline.
Graycard reads photos where they are, so a shoot on a card or drive goes offline when that volume is unplugged. Plug it back in, then choose Reconnect and pick the same folder. Your marks and grades are still there.
02An export stopped when my Mac went to sleep.
Every export keeps a journal. When you come back, Graycard asks to Resume, Discard, or decide Later, and a resumed job continues from the last proof it wrote, as long as the volume is still connected. Leftover jobs never restart on their own.
03I pressed Esc and the export kept going.
That is on purpose. Esc returns to the grid and never stops a job. Use Cancel in the toolbar to stop an export. A window closed mid-export keeps exporting, and the menu bar item shows its progress.
04Switching shoots asks to stop my export.
A window runs one job for the folder it shows. Switching that window to another shoot stops the job after you confirm. To keep it running, open the other shoot in its own window with ⌘N, or ⌘-click it in the sidebar.
05Where did my proofs go?
To the folder you chose in the export sheet, as JPEG with an XMP sidecar beside each one. Job history (⌥⌘J) lists recent exports. The files on your card are never changed.
06Auto-cull flagged a frame I want to keep.
Flags are suggestions, and nothing is deleted. Unflag it with U, or pick it with P. In the Auto-cull sheet, Gentle flags less than Balanced or Strict, and each check can be tuned or turned off on its own.
02Graycard Pro
01Restore Graycard Pro on another Mac.
Sign in to the Mac App Store with the Apple Account you bought with, then choose Restore Purchases in Settings › General or on the Graycard Pro sheet. Family Sharing is included on every plan, so members of your family restore it the same way.
02Change or cancel a plan.
Open System Settings, choose your Apple Account, then Subscriptions. Monthly and yearly renew until you cancel at least 24 hours before the period ends. Lifetime is one payment and does not renew. Subscribers also find Manage in Graycard’s Settings.
03Ask for a refund.
Apple handles refunds for the Mac App Store under its refund policy. Request one at reportaproblem.apple.com.
04What does Pro change?
Only the limit. The first 80 unique proofs are free, and writing those proofs again stays free. Pro lifts the limit so a whole wedding goes out in one export. Every tool is free on every plan.
03Your data
- Analytics: off until you turn it on in Settings › Privacy. Turning it off deletes the anonymous install ID.
- One shoot: right-click it in the sidebar and choose Remove from Sidebar. Your photos are not touched.
- Caches and history: Settings › Privacy › Clear Cache, and Clear next to job history.
- Everything: delete Graycard from Applications, then
~/Library/Containers/com.sideswipelabs.graycard.
The full details are in the privacy policy.
04Keyboard shortcuts
| Open a folder · new window | ⌘O·⌘N |
|---|---|
| Auto-cull | ⇧⌘K |
| Rate · pick · reject · unflag | 0–5·P X U |
| Exclude from export | E |
| Open photo · back to grid | ↩·Esc |
| Camera file while held · 100% · clipping · crop | Space Z J R |
| Copy look · reset look | ⇧⌘C·⇧⌘R |
| Export | ⇧⌘E |
| Grid · photo · proof | ⌘1 ⌘2 ⌘3 |
| Job history · help · settings | ⌥⌘J ⌘? ⌘, |
05Requirements
- macOS 26 or later, on Apple silicon or Intel.
- RAW from Sony, Canon, Nikon (NEF and NRW), Fujifilm, OM System, Panasonic, Pentax, Samsung, Leica (RWL), Hasselblad (3FR and FFF), and Phase One (IIQ), plus DNG, JPEG, and HEIF.
- Color is global: no local masks and no lens-profile editor. Auto-cull reads embedded previews, not the full RAW.
Not answered here? Email hello@sideswipelabs.com, or read the questions on the home page.