Support

Write to us

Write to contact@getlabelmate.com. We answer every message in under a day. So we can help you quickly, tell us:

• your label's name, and whether it happens on a Mac or on Windows;
• the version of Labelmate: on a Mac, select Labelmate in Applications, then File, Get Info;
• what you did, what you expected and what happened instead, with a screenshot if it helps.

From version 0.1.2, you can also paste the diagnostics into your email: in Settings, About, Copy diagnostics. They give the app's version, the system, how many artists, contracts, statements and other items there are, the latest error codes, the last lines of the error log and the workspace ID (a random code that says nothing about your label, the one shown in Settings); never a name, a title, an address or an amount. The app sends nothing: the text is copied, and you choose where to paste it.

Never send us the twenty-four words of your recovery kit or a mailbox password: we never need them.

Where your label is kept

Your label lives on your computers, encrypted. On each of them:

• On a Mac: the folder ~/Library/Application Support/app.vvault.spectrum. The key that opens it is in the keychain, under the name app.vvault.spectrum.
• On Windows: the folder %APPDATA%\app.vvault.spectrum. The key that opens it is in Credential Manager, under Windows Credentials, as workspace.app.vvault.spectrum.
• Backups: the Labelmate backups folder in your Documents, on both.

app.vvault.spectrum is the app's identifier: it will not change, so that no label loses its data. Your label's other computers each hold their own copy. Our relay keeps only sealed copies, which it cannot read itself.

Back up and restore

1. In Labelmate, open Settings, Backups, and click Back up now. The backup goes to the Labelmate backups folder in your Documents: a .spb file with a recovery.wrap file beside it.
2. Copy that folder somewhere safe, such as an external drive. The backup is encrypted: it opens only with the twenty-four words of your recovery kit, shown once when the label was created.
3. To restore, on a new computer or on this one, open Labelmate and choose “Restore the label” on the first screen (or “Restore from a backup” if the label will not open). Pick the .spb file, with its recovery.wrap beside it, and type the twenty-four words.
4. Then type your mailbox passwords again in Settings: they are never in a backup. Syncing and the AI come back once the computer is invited from one still in the label (Settings, Computers), or by us if none remains.

Export everything

In Settings, Export everything, click Export to a folder. You get every table as CSV, every statement as PDF/A, every report and document as it arrived, and the signed history. Your data is yours, with or without Labelmate.

Connecting a mailbox

Beside each field, “How to fill this in” explains what to type for Gmail, iCloud, Yahoo and the common French providers. Gmail, iCloud and Yahoo ask for an app password, not your usual password.

For an Outlook, Hotmail or Microsoft 365 address, use “Sign in with Microsoft”: in some organizations, a Microsoft 365 administrator must allow Labelmate once.

Uninstall on a Mac

1. If you may want your label again, back it up or export everything first (above).
2. Quit Labelmate with Command-Q. Closing its window is not enough: Labelmate keeps reading your mailboxes.
3. Drag Labelmate from Applications to the Trash.
4. That removes the app, not your label. To erase the label from this Mac as well, delete the folder ~/Library/Application Support/app.vvault.spectrum (in Finder: Go, Go to Folder), then, in Keychain Access, the item app.vvault.spectrum. Labelmate also keeps working files in ~/Library/Caches/app.vvault.spectrum and ~/Library/WebKit/app.vvault.spectrum, which you can delete too.
5. Your backups stay in Documents, Labelmate backups, until you delete them.

Uninstall on Windows

1. If you may want your label again, back it up or export everything first (above).
2. Quit Labelmate: right-click its icon in the notification area, then Quit Labelmate. Closing its window is not enough.
3. Open Settings, Apps, Installed apps (Apps and features on Windows 10), find Labelmate and choose Uninstall.
4. To erase the label from this computer as well, tick Delete the application data in the uninstaller: it removes the app.vvault.spectrum folders in %APPDATA% and %LOCALAPPDATA%. Then, in Control Panel, Credential Manager, Windows Credentials, remove workspace.app.vvault.spectrum.
5. Your backups stay in Documents, Labelmate backups, until you delete them.

Closing your label's space on our servers

Uninstalling does not touch what our relay keeps for your label: its sealed copies and artist pages. Once your label stops using Labelmate, write to contact@getlabelmate.com: we delete them within one month (terms, section 12).

Report a security problem

If you find a weakness in Labelmate (the app, this site, the relay or the downloads), write to contact@getlabelmate.com with “Security” in the subject. Tell us what you found and how to reproduce it. We answer in under a day.

We will not pursue anyone who reports in good faith; give us time to fix it before publishing, and do not reach another label's data while testing.

Please do not access, change or delete data that is not yours, and give us time to fix the problem before making it public. Our security.txt file is at getlabelmate.com/.well-known/security.txt.