Support
Something not working? Write to a person.
Email support@eonix.lk and you will get a reply within two business days.
When reporting a problem, please attach a diagnostics file: Settings › Data › Export Diagnostics. It contains app and OS versions, counts of your monitors and incidents, the last 24 hours of UptimeScout’s own log and Apple performance reports — with API keys, tokens, query strings and email addresses redacted before it is written. Nothing is ever sent automatically; you choose whether to send it.
Please do not send API keys, or screenshots that show one. Support never needs a key, and we will ask you to rotate any key that reaches us.
FAQ
Frequently asked questions
Why do checks stop when my Mac sleeps?
UptimeScout runs its checks inside the app on your Mac. When the Mac sleeps, shuts down or loses its network, or when UptimeScout is quit, no checks run; they resume when the Mac wakes. The app keeps its checks from being throttled by App Nap, but deliberately lets your Mac sleep rather than holding it awake.
For round-the-clock monitoring, connect a hosted service such as Uptime Kuma, UptimeRobot, Better Stack or Cronitor as a source — those report their own 24/7 results. Settings › General › Open at login restarts UptimeScout after you log in.
Can my iPhone run checks without a Mac?
Yes. An iPhone or iPad adds, runs, edits and deletes its own checks with no Mac involved. They run while UptimeScout is open and, when iOS allows it, during background refresh — so alerts from a phone can arrive late. Settings tells you when background checks are switched off.
A check is run by exactly one device: the one that owns it. In the editor, “Runs on” moves a check between this device and a Mac.
How do I connect a source, and where do I find a read-only key?
Open Sources › +, choose the service, enter its details, tap Test Connection, then Save. The key is stored in that device's Keychain and sent only to the service you chose.
Sources do not sync, so connect them separately on each device; the free plan syncs 1 source per device.
How does my iPhone get my Mac's checks?
Turn on Settings › iCloud › Sync with iCloud on both devices (it is on by default) and sign in to the same Apple Account with iCloud enabled. Your Mac's monitors, incidents and the last 24 hours of 15-minute summaries sync through your private iCloud database and appear on the iPhone under “From your Mac”.
They are read-only there and update only while the Mac is awake and online. After changing the sync setting, quit and reopen UptimeScout. API keys and sources never sync.
How do I restore my purchase on a new device?
Sign in with the Apple Account you bought with, then tap Restore Purchases on the paywall or in Settings › Plan. One purchase covers iPhone, iPad and Mac. If nothing is found, check which account is signed in to the App Store.
To manage or cancel a subscription, use Settings › Manage Subscription or your Apple Account's subscription settings.
Why is a monitor marked “Not checked on the free plan”?
Without Pro, only the 3 oldest local checks run and only the oldest source syncs. Your other monitors and their settings are kept exactly as they are and resume as soon as Pro is active.
Why don't my widgets update?
Widgets are a Pro feature. They refresh when UptimeScout records new results, and iOS and macOS decide exactly when a widget redraws. Open UptimeScout once after purchasing so the widget learns that Pro is active.
How do I export or erase my data?
Settings › Data › Export Data writes a JSON file of your monitors and source settings. API keys are never included, so you re-enter them after importing.
Settings › Data › Erase All Data deletes every monitor, check result, incident, source, API key, widget snapshot, diagnostics file and preference on that device, and removes the synced records from your iCloud database. Purchases are not affected.
I found a security problem. Where do I report it?
Email support@eonix.lk with the subject “Security: UptimeScout”. Include the app version and build, the platform and OS version, reproduction steps and the impact you observed. Please do not include real API keys or other people's data.
Still stuck?
Write to support@eonix.lk. Tell us what you expected, what happened instead, and which devices are involved — and attach the diagnostics file if you can.