Cloutal support
How can we help?
Most questions are answered below, and billing and license problems you can fix yourself in under a minute. If you still need us, customers can open a support case — we reply within 3–5 business days.
Billing, licensing & account
How do I change my plan, update my card, or cancel?
Everything billing lives in your own portal — switch between monthly and annual, update your card, download invoices, or cancel. Go to Manage billing and we'll email you a secure one-time link. There's no password to remember.
I never received my license key, or I've lost it.
Use Resend my license key with the email you purchased with, and we'll send every key on file to that address. If nothing arrives within a few minutes, check your spam folder — the mail comes from an
@cloutal.com address.Can I get a refund?
See the Refund & Cancellation Policy for what qualifies. Cancelling stops future renewals and you keep access through the end of the period you already paid for.
What happens to my license when I cancel?
It stays active until the end of your current billing period, then stops renewing. Nothing is deleted from your Mac, and re-subscribing later reactivates the same email.
What data does Cloutal hold about me?
The Privacy Policy covers this in full. In short: the order and subscription details needed to run your license. Your photographs never leave your own storage.
How many Macs can I use one license on?
Two by default. Manage your activations inside the app under Devices — deactivating a Mac you no longer use frees the slot immediately, so a replaced machine never locks you out.
Does the app work without an internet connection?
Yes. Activation needs one network request, after which the app holds a signed entitlement and keeps shooting offline. Reconnect within 30 days so it can refresh — capture is never blocked mid-shoot.
My camera isn't detected.
Check the camera is in the supported list for your build, connect it by USB directly rather than through a hub, set it to PC/PTP connection mode, and make sure no other tethering software (including Canon's own EOS Utility) is holding the connection. Compatibility depends on your camera model, the bundled Canon SDK version, and your macOS version.
Which cameras and Macs are supported?
Selected Canon cameras via Canon's EOS Digital SDK, on macOS 10.15 or later (Apple Silicon and Intel). See Camera SDK Notices. Cloutal Photo Tether is developed and supported by Cloutal and is not sponsored, endorsed, certified, or supported by Canon.
Photos aren't reaching my backup drive or NAS.
The mirror queue retries on its own when a volume drops, so give it a moment after reconnecting. Confirm the destination is mounted, that the volume has space, and that macOS has granted the app access to that location under System Settings → Privacy & Security → Files and Folders.
How does the free trial work?
The trial runs for 14 days with everything unlocked. You won't be charged if you cancel before it ends, and cancelling during the trial is a single click in Manage billing.
When can I start using Cloutal Media?
It's still in development. Add your email on the Cloutal Media page and we'll write to you once — on launch day — with nothing in between.
Who gets paid when a client buys from my storefront?
You do. You connect your own payment account and set your own prices, and payouts go straight to you — you are the seller of record and Cloutal just runs the software. See the pricing page for the platform fee on each plan.
What counts against my storage allowance?
Everything you upload, with archived galleries counting at a quarter of their size. If you need more, recurring storage blocks can be added to any plan — the sizes and prices are on the pricing page.
Can my clients keep their photos after I archive an album?
Yes — that's what preservation is for. Customers can buy five-year coverage for the media they purchased, so it stays available to them after you archive the album. It covers what they bought; it isn't a general cloud drive.
Are my originals exposed before someone pays?
No. Clients browse watermarked previews and originals are only released on purchase, with optional expiring links on top.
Still stuck?
Open a support case
Pick the product you need help with and give us an email address. We'll send you a link that opens the case form, so we know we're talking to the person who can actually receive our reply.
- We reply within 3–5 business days.
- Every case gets a reference so you can follow it, on the web or by replying to our email.
- Have your app version, macOS version, and camera model to hand — it saves a round trip.
Covers Cloutal Photo Tether and Cloutal Media. Using the address you bought with helps us find your account faster, but it isn't required.