RefractSupport
How can we help?
Refract is made by a small team, and every message is read by a person. Most emails get a reply within one business day.
Email support
Questions, bugs, or help before a service: support@refract.live
Security
Report a vulnerability privately to security@refract.live
When you write in
These details help us answer on the first reply:
- Which app you're using (Refract Presenter for Mac, Refract Remote, or Refract Stage) and its version.
- Your macOS or iOS version.
- What you expected to happen, what happened instead, and the steps to get there.
- A screenshot or screen recording, if you can.
Common questions
Remote or Stage can't find my Mac
Both devices need to be on the same local network, and Refract Presenter needs to be open on the Mac. Some guest and church networks block devices from seeing each other; if scanning the code doesn't connect, try a different network or ask whoever manages yours to allow local device discovery.
Do I need the internet during a service?
No. Your library lives on your Mac, and Remote and Stage connect over your local network. An internet connection is only needed for cloud features, such as sync, live audience tools and the web editor, and for importing from connected services such as Canva.
How do I import designs from Canva?
Connect your Canva account from Refract Presenter on the Mac or from the web editor, choose a design, and Refract brings its pages in as slides. You can disconnect Canva at any time in Refract's settings, which removes Refract's access to your Canva account.
Where are my presentations stored?
On your Mac, in Refract's library. If you use cloud sync or the web editor, they are also stored in your Refract cloud account. See our privacy policy for the details of what Refract stores and where.