How support works (and who Wren is)
Recordist is made by a small independent studio, so support is designed to be honest about what is instant and what takes a person. We never ask for transcripts or audio. If we need details, send diagnostics only; the diagnostics bundle contains neither.
Wren · Recordist’s support assistant (AI)
Wren is the chat you see bottom-right on most pages and in full on the Help Center and Support pages. It is an AI. It answers only from the Help Center, the docs and the FAQ, quotes prices only from the pricing page, and says so when it does not know. It cannot see your recordings, your install or your purchase; nobody can, because that data is only on your machine.
When Wren is unsure, or when you ask for a person, or when the issue is a bug, a refund, a billing problem or a security report, it hands over: a ticket form opens in the chat.
If the assistant is offline, the chat says so and shows Help Center search results instead.
Tickets
A ticket goes to the team and gets a human reply within one business day. Include the app version and, for anything technical, the diagnostics bundle from Settings → General → Export diagnostics. It contains versions, settings, permission states and the recent log, and no audio or transcript text.
[email protected] for anything; [email protected] for vulnerabilities (acknowledged within three business days); [email protected] for data requests.
Keys and secrets
Never paste an API key or a license key into the chat or a ticket. Anything that looks like one is replaced with [redacted] before it is stored or sent to the model, and if it was real you should rotate it.
What is stored
Chat messages are not stored and not logged. Tickets are kept for up to two years after the last message. The privacy policy has the details.