Support · Shellway

Email us and a real person will answer.

Tell us what you did and the exact message you saw. A support report helps: in Shellway go to Settings, Help and support, Create support report. You see everything in it before you send it, and it never includes host names, user names, keys or passwords. Never send your vault password, private keys or server passwords.

Common questions

I forgot my vault password

We're sorry, but it can't be recovered. The password is never stored or sent anywhere, so nobody, including us, can open the vault without it. If Face ID or Touch ID unlock is still on, use it and then change the password in Settings, Vault and sync. Otherwise, delete the vault and start a new one.

"Connection refused" or "timed out"

Check the address and port in the host's settings.
Check that the server is running SSH and that no firewall or VPN is in the way.
If the host goes through a jump host, connect to the jump host on its own first.

"Authentication failed"

Check the user name in the host's details.
For key logins, make sure the server's ~/.ssh/authorized_keys contains the key's public part. In Shellway, use Keychain, Copy public key.
Keys with a passphrase need the passphrase saved with the key.
Some servers turn password logins off.

Shellway says the host key changed

Shellway blocked the connection because the server's key is different from the one you trusted before. That can be harmless, for example after a server was reinstalled, but it can also mean someone is intercepting the connection. Check with whoever runs the server before you trust the new key.

My vault isn't syncing between devices

Check iCloud Drive is on for the same Apple Account on both devices, and that Shellway is allowed to use it.
In Settings, Vault and sync, both devices must show the vault in iCloud Drive.
iCloud can take a minute or more to copy files. Opening the Files app or Finder can nudge it.

Where do downloads go on iPhone and iPad?

Open the Files app and go to On My iPhone (or On My iPad), then Shellway, then Downloads.

How do I get Pro back on a new device?

iPhone and iPad: in Settings, Shellway Pro, tap Restore purchases while signed in with the Apple Account that bought it.
Mac: paste your licence key in Settings, Shellway Pro. To move Pro to another Mac, click Deactivate on the old one first.

How do I get a refund?

Bought in the App Store: Apple handles refunds. Request one at reportaproblem.apple.com.
Mac or bundle licence key: email us with your order number.

If a purchase is refunded, Pro switches off on the devices it unlocked. Everything you made stays.

What does AI command help send, and to whom?

Only when you use it: the text you type into the AI box, plus your server's operating system and shell, go straight to Anthropic using your own API key. Terminal output, host names, addresses, user names, keys and passwords are never sent. It's off until you turn it on. See the privacy policy.

Does Shellway work on Windows, Linux or Android?

Not yet. Shellway is for Mac, iPhone and iPad.