STORYLINE: Support
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STORYLINE
Support
Help with the Storyline app for iPhone, iPad, and Mac.
Email us: sara.app.support@gmail.com
We aim to reply within 2 business days. Include your device model, OS version, and what you expected vs. what happened. Please don’t send your manuscript or anything sensitive. Describing the problem is enough, and screenshots with private text blurred are perfect. (Storyline is built so we never see your content; let’s keep it that way in support too.)
Common questions
I forgot my vault passphrase. Can you recover it?
No, and that’s deliberate. Your passphrase never leaves your devices, so there is nothing on our side to reset. Content encrypted with it cannot be decrypted without it. If you still have an unlocked session on another synced device, export your content from there, then set up a new vault. Going forward: store the passphrase in a password manager.
AI features say “not ready” or don’t appear.
Apple Intelligence requires eligible hardware and must be enabled in System Settings → Apple Intelligence & Siri. After enabling, the on-device model may take a while to download; relaunch Storyline once it finishes.
On hardware without Apple Intelligence you can download a local model in Storyline’s Settings → AI → Models, or connect your own OpenAI/Anthropic API key.
Storyline’s AI status screen (Settings → AI) shows exactly why a model is unavailable.
Why does Storyline ask for Local Network permission?
Only to find your own paired devices on your Wi-Fi, so they can sync directly and hand AI tasks to each other. If you skip it, everything else works; device-to-device features simply stay off. The camera permission, similarly, is used only to scan the QR code during pairing.
My devices aren’t syncing.
Confirm both devices are signed into the same Apple Account with iCloud Drive enabled.
Give it a few minutes; iCloud sync is eventually consistent, and first syncs can be slow.
Check Settings → Devices in Storyline: both devices should appear. The sync-health indicator explains most issues in place.
Privileged content syncs as sealed ciphertext and needs the vault unlocked on the receiving device to read.
What is the Egress / Data flow screen telling me?
It is the record of every network crossing Storyline’s agents made on your behalf: what left your device (verbatim, with the leak guard’s verdict: sent, warned, or blocked) and what came back (with the inbound screen’s verdict). Open any project → Data flow to see just that project’s crossings. If something was blocked, the entry shows why; usually a protected name from your story bible appearing in an outgoing query.
How do I get my writing out of Storyline?
Everything is exportable: use the export options in the editor and research screens. Sensitive exports can be wrapped in a password-protected format at export time. Your content is never locked in; it’s on your device and in your own iCloud.
How do I delete my data?
Delete content in-app to remove it locally and from iCloud sync; delete the app to remove all local data. You can also manage the app’s iCloud storage in System Settings → your name → iCloud. There is nothing to delete on our side; we never had your data.
Cloud AI (your own key) isn’t responding.
Check the key in Settings → AI; provider keys are pasted once and stored in your device keychain.
Confirm the provider account has credit/quota; errors from the provider are shown verbatim in the run’s result.
Remember: privileged projects refuse cloud models by design. That’s not a bug; mark the project non-privileged only if that’s genuinely appropriate for its content.
Where do feature requests go?
Same address: sara.app.support@gmail.com with “Feature request” in the subject. Short, concrete descriptions of what you were trying to do work best.
Privacy & legal
Storyline collects no data and has no accounts; the full story is in the Privacy Policy. Terms governing use of the app are in the Terms of Use.
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