Toolshelf Support

Let’s get you back to the work.

Start with the quick answers below. If the situation is unusual, email us and include the app name, version, and what you were trying to do.

Direct support

Envelopes.app.com@gmail.com

For the fastest answer, include the app name, app version, operating system version, and the message shown in the app. Do not attach private source files unless we ask for them.

Email support

Installation

Download, drag, open.

How do I install CleanCut?
Download the matching DMG for your Mac, open it, and drag CleanCut into the Applications folder. Launch the copy in Applications. macOS may show its normal first-open confirmation because the app came from the internet.
Why does CleanCut require such a large download?
The app includes the AI transcription engine, Whisper models, and video tools so processing can happen locally without uploading your files. The current download is approximately 2 GB.
Which Macs are supported?
The current release supports Apple Silicon and Intel Macs running macOS 14 Sonoma or later. Use the matching download button for your Mac type.
Is CleanCut in beta?
Yes. CleanCut is in public beta while we test more real-world video formats. It is signed, notarized, and ready to use, but unusual files may still expose bugs. Please email support with the CleanCut version, macOS version, source format, and the message shown in the app.

License

Three videos free, then one computer per license.

Is the $19.99 price a subscription?
No. The beta launch offer is a limited-time lifetime license for CleanCut. One computer can be active at a time, and you can deactivate before moving the license to another Mac.
Where do I enter my license key?
Open CleanCut Settings, choose the license section, and paste the key from your purchase email. The app will confirm when this Mac is activated.
How do I move my license to another Mac?
While online, open Settings on the currently activated Mac and choose Remove or Deactivate License. That releases the activation so the same key can be entered on another computer.
I lost my purchase email or key. What should I do?
Email Envelopes.app.com@gmail.com from the address used for the purchase. Include your receipt or transaction details if available.

Updates

Updates arrive as a complete signed installer.

How do I update CleanCut?
When a newer release is available, CleanCut offers a Download update button. Download the new DMG, quit CleanCut, and drag the new copy into Applications to replace the old one.
Will updating erase my license or settings?
No. Settings and license information are stored outside the app bundle. Replacing CleanCut in Applications keeps that data in place.

PolishKey

Local rewrites need Accessibility approval on macOS.

How will I install PolishKey?
Download PolishKey.dmg for Apple Silicon Mac, open it, and drag PolishKey into Applications. Launch the copy in Applications.
Why does PolishKey ask for Accessibility permission?
PolishKey needs Accessibility permission to read selected text and replace it in the app where you are typing. It uses this permission for the hotkey rewrite workflow, not to monitor everything you type.
Do I need to install Ollama?
No. The Apple Silicon Mac build bundles the local runtime and default model cache so setup happens automatically when PolishKey opens.
How does the license work?
PolishKey is a $19.99 one-time purchase with 25 successful rewrites free. One computer can be active at a time, and you can deactivate before moving the license to another machine.

Video processing

When a file behaves differently.

CleanCut appears to stay at a low percentage. What should I do?
Long videos can spend time preparing audio and loading the AI model. Make sure you are using the latest release. If the percentage does not change for several minutes, stop the job and email support with the source format, approximate duration, and the message shown in CleanCut.
Does CleanCut replace my original video?
Only if you enable Replace Original. In that mode, CleanCut moves the original to the Trash before putting the finished file in its place. Otherwise it creates a new named output beside the source or in the selected folder.
Can I clean a whole folder?
Yes. Choose Clean a whole folder instead from the start screen. CleanCut loads the AI model once and processes the queue in a batch.
Are videos uploaded for AI transcription?
No. The transcription model and video engine are bundled with CleanCut and run on your Mac.

Current release

System requirements

ComputerApple Silicon or Intel Mac
Operating systemmacOS 14 Sonoma or later
DownloadApproximately 2 GB
Current versionCleanCut 1.0.42