Before contacting support

  1. Note your macOS and MessageLedger versions.
  2. Record whether the source is a Mac Messages folder or Finder backup.
  3. Copy the diagnostic code or exact error text.
  4. Do not attach private conversation content unless explicitly requested.

Common issues

The source is unsupported

MessageLedger validates required database tables and columns instead of returning an empty export. Check the compatibility page, confirm you selected the intended folder, and try a fresh unencrypted local backup when appropriate.

An attachment is referenced but missing

The database can retain an attachment reference after its payload is removed or unavailable. MessageLedger labels it “Referenced but missing” and includes that fact in diagnostics; it does not invent, download, or claim to recover the file.

A package no longer verifies

Verification reports changed, missing, and unexpected files separately. Keep the original package untouched, work from a copy, and compare the reported path with the recorded manifest.

Email

Write to contact@trieflow.com. Canonical support: https://messageledger.trieflow.com/support.