OurScreen Support
Support for Mac recording, activation, permissions, editing, and export
OurScreen is a local-first Mac video studio for people who record lessons, product demos, tutorials, and training videos. If something is not working, start with the checklist below. For personal help, email support@ourscreen.app.
Fastest support message: include your Mac model, macOS version, OurScreen version, the permission or export issue, and a screenshot or short recording of the problem.
Quick setup checklist
- Screen Recording: required to capture a display or app window.
- Camera: required for presenter video and camera bubble modes.
- Microphone: required for voice recording.
- Accessibility: optional; enables click tracking and auto-zoom from clicks.
- Storage: confirm OurScreen can save projects to your Movies folder or selected folder.
Permission fixes
If macOS says permission is missing even after you turned it on, quit OurScreen completely and open it again. This is a normal macOS privacy rule. If the app was updated, moved, renamed, or opened from a new folder, macOS may treat it as a new app and ask again.
For clean testing, keep OurScreen in your Applications folder, then allow Screen Recording, Camera, Microphone, and optional Accessibility from System Settings.
Activation and purchase help
Early access and paid licenses use an email-based activation code. Use the same email address you used for the invite or purchase. If a code is shared outside your group, it may be revoked to protect launch access.
Recording quality
If a preview looks soft, check whether you are zoomed into a low-resolution source, using a strong tilt/depth effect, or exporting to a smaller format such as Shorts/Reels. The original capture can be sharper than the preview when effects are applied.
Editing and export help
Use the editor to adjust zoom, camera framing, captions, titles, backgrounds, and export format. For a final quality check, use full-screen preview before exporting.
Creator and education access
We are open to supporting selected educators, course creators, product-demo creators, and Mac workflow creators during launch. Good fits include teachers, tutors, training teams, and creators who regularly explain software, lessons, or ideas on video.
Frequently asked questions
Does OurScreen work offline?
Yes. The core recording, editing, and export workflow is built around local Mac files.
Can I record system audio and microphone together?
Yes, OurScreen is designed for screen, camera, microphone, and system audio workflows.
Why is my camera visible but not saved in the final project?
Check that Camera permission is enabled, then record a short 20-second test. If the camera track still does not appear in the editor, send the project time, macOS version, and device name to support so we can review the capture pattern.
Why does my screen look blurry in the editor?
The preview can look softer when the screen is tilted, curved, zoomed, or shown inside a smaller canvas. Export a short sample at the target format before judging final quality. If the source itself is low resolution, choose a larger display source or reduce heavy framing effects.
How should early testers report issues?
Tell us what you tried to record, whether camera and audio appeared in the editor, whether export completed, and whether the issue happened once or every time. A short screen recording is usually enough for us to identify the problem quickly.
Where do I find more guides?
Open the Help Center for setup steps or the Learning section for workflow guides.