Before contacting support
- Stop new operations and read the full app message.
- Use Recover for an interrupted operation or Restore Original Location to return data.
- Confirm the expected locally detected OneDrive root and local OneDrive process state.
- Open Settings → About for version, offer and license state, then open Configuration and logs.
Contact
Email {{SUPPORT_EMAIL}} with reproducible steps, time, expected/actual result, Windows architecture, app version/edition, package source and the smallest redacted log excerpt.
Common answers
Does the app upload files?
No. It performs local copy/move/verification. The OneDrive desktop client may synchronize the local destination.
Does “Locally in sync” prove a cloud copy?
No. It reflects local Windows/OneDrive placeholder state. Verify critical remote data independently.
What does Impact mean?
Only local protected-folder, file, byte and error records. It does not measure cloud upload or environmental benefit.
Can I recover without buying?
Yes. Restore and Recover are never license-gated.
Where is local state?
Unpackaged builds use %LOCALAPPDATA%\ODFCloudSync. Store builds use the package LocalState path shown in Settings.
Scope
Support can help interpret local logs and recovery state. It cannot guarantee OneDrive service behavior or confirm remote upload/deletion without independent verification. {{LEGAL_ENTITY}} must publish actual availability and response targets before launch.