Support
Bucketree is a MacUpp app, made by a small company in the United Kingdom. Support is answered by the person who wrote the app. That means replies are slower than a call centre and considerably better informed than one.
Start with the guide
The user guide at docs.macupp.com/bucketree covers every pane, and Help then Bucketree Help opens it from inside the app. It spends most of its time on the parts of B2 that surprise people rather than on the parts that are obvious: why a file you deleted is still there, why an upload you abandoned is still being billed, and why two lifecycle numbers add up to a third one that no field shows you.
support@macupp.com. One person reads it. Expect a reply within two working days, and a real answer rather than an acknowledgement that one is coming.
Send a message
Or use the form. Attachments such as an Activity Log export are best sent by email.
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What to include
Three things turn a bug report into something answerable on the first reply.
The version, from Bucketree then About Bucketree. It reads as a version and a build, like 1.0.0 followed by a build number in brackets. The build number is the part that matters, because it identifies the exact code you are running rather than the release it belongs to.
Your macOS version.
An Activity Log export. Open the log with Shift Command L, or Window then Activity Log, and export it to a text file.
The log is safe to send. No credential ever reaches it: not your account key, not the authorization token, and not the token embedded in a share link. That is enforced by a test rather than by good intentions, which is the reason the log can be exported at all.
When the answer is Backblaze’s
Anything about your Backblaze account belongs to Backblaze. Billing questions, a suspended account, a bucket you cannot make public because there is no payment on record, caps and alerts: those live in the Backblaze console and Backblaze support answers them. Bucketree reaches your account through the same API you could use yourself, so it cannot see your invoices and cannot raise your limits.
Three parts of the console have no API at all, so no client can reach them: Snapshots, Reports, and Caps and Alerts. If you need one of those, the console is not a workaround, it is the only route.
Licence and billing for Bucketree
Purchases go through Freemius, the merchant of record. Freemius is therefore the name that appears on your card statement, which is worth knowing before you look at it.
A licence covers three Macs, or ten for a team, and it counts Macs rather than people. You can release a Mac from the Freemius customer portal without needing access to that machine, which is the case that actually matters when a Mac has been lost, sold or has died.
If the app disagrees with the console
If Bucketree shows you something that does not match what the Backblaze console shows, send both. That comparison is the most useful report we get. The commonest cause is not a bug but a key: the app drives its interface from what your key permits, so a key that cannot read a setting is reported as unable to read it, which is a different thing from the setting being off.
