Support

A person reads this address, and the same person fixes things.

What helps most in a bug report

1. The device and its system version. Mac, iPhone or iPad, and macOS 26.x / iOS 26.x / iPadOS 26.x. Settings → General → About on the phone; the Apple menu → About This Mac.
2. Where the file was. On the device, or on a share — and if a share, what it is (a Synology, a QNAP, a Windows machine, a Mac, something you built) so it can be reproduced.
3. What the file is. The ⓘ button in the player shows the container, the video and audio codecs, the size and frame rate, and which engine is playing it. A screenshot of that panel is ideal. If you can share a sample of the file, or a short clip cut from it, that is the fastest route to a fix.
4. What you did, what you expected, and what happened instead. "Opened X, pressed play, sound but no picture after the first seek" is worth more than a paragraph.

The usual questions

A share will not connect

Cadence tests a share before it saves it, and the message says what it found: nothing answering at that address at all (the wrong network, or the server is off), a host that answers but never completes the handshake, or what the server itself said — a refused login, a share name it does not have. Check the host is on the same network as the device and awake; a NAS that sleeps may take a moment to wake. If you use a non-standard port, write it as host:port.

A file plays sound but no picture, or picture but no sound

Send the ⓘ panel. The codecs it lists say which decoder was chosen, and that is usually the whole story. Picture with no sound most often means a soundtrack in a format the device has to decode in software, and a track that could not be opened — the info panel says so — is a bug we want to hear about.

The subtitles are the wrong language, or missing

Settings → Subtitles → Preferred language chooses the track that matches; the track button in the player lists every track in the file and lets you pick one for this film. A file with subtitles in it will always show the button; if the button is missing, the file has none that Cadence can read, and we would like to see it.

Where I was in a film is wrong on another device

Positions travel by iCloud, which usually takes a few seconds and can take longer when a device has been asleep. Both devices need iCloud switched on in Cadence's Settings and the same Apple ID. If the two devices disagree, the later of the two positions wins, so a device with a badly wrong clock can win an argument it should have lost — check the date and time.

Something crashed

If your device is set to share analytics with Apple, the crash report reaches us through App Store Connect and we read every one. If it is not, a note of what you were doing at the time is the next best thing. Cadence itself sends nothing.

I want a refund

Purchases are made through the App Store, so refunds are too: reportaproblem.apple.com, under Apple's own terms. We cannot issue one ourselves because we never hold your payment.

Requests

Cadence is deliberately narrow — see what it doesn't do — and requests that fit that shape (a format, a sound option, a subtitle style, an Apple TV quirk) are the ones most likely to happen. Requests for a library, posters or a server are welcome too, but the honest answer is that Jellyfin and Plex already do those things well.