// support_channel
A real person reads every email.
Mortise runs entirely on your Mac, iPad, or iPhone, so most problems are about memory, model choice, or downloads rather than an account or a server outage. There is no account to recover and no status page to check — just write to us.
Last updated 8 August 2026
// reach_us
Email support
No account needed, and no sign-in — write from whatever address you like. We reply to every email, usually within two business days.
Or copy the address: support@mortiseapp.com
// which_app
Mortise
Private, on-device AI for Mac, iPad, and iPhone, published by Exception To Policy (Seattle, Washington). It downloads open-weight language models and runs them on your device's own processor — no cloud, no account, and no server of ours in the path. This page supports that app.
Which models run well depends on your hardware. The model catalog lists download size and estimated peak memory for every model, grouped by the device it suits.
// from_inside_the_app
Three shortcuts that fill in the details for you
Each one opens a draft in your own mail client. You see everything before it is sent, and you choose whether to attach recent error details and your app and device information — attaching them makes a bug far easier to diagnose.
Report this response
On any reply that was wrong, offensive, or strange.
Report this error
When something visibly breaks.
Suggest improvements
In Settings › General, for feature requests.
// objectionable_output
Reporting offensive or harmful output
Language models can produce output that is offensive, harmful, or plainly false, and Mortise does not filter what a model generates. If a model produces something objectionable, tell us: use Report this response on the reply itself, or email support@mortiseapp.com.
We read these promptly and reply, usually within two business days. Reports directly shape which models we recommend and which we drop from the catalog — a model that repeatedly generates objectionable output gets removed. Using the App to generate content that is illegal or that harms others is prohibited outright; see the Terms of Use.
// common_fixes
Before you write
A few things resolve most reports.
The app feels slow, or a model won't load
Larger models need more memory than some devices have. In Settings › Models each entry shows its download size and estimated peak memory — try one marked as suitable for your device.
A download stalled
Models are several gigabytes. Cancel and restart it from Settings › Models — downloads resume rather than starting over.
An answer was cut off
Smaller models have shorter limits and can stop mid-sentence. Ask for a shorter answer, or switch to a larger model.
An answer was confidently wrong
That is a known property of language models rather than a fault in the App — see the Terms of Use. Reports still help us tune which models we recommend.
// what_to_include
What to put in a report
Your app version and device — both filled in automatically if you tick "app and device info" — which model was selected, what you asked, what happened, and what you expected instead.
// support_privacy
Privacy of support requests
We only ever see what you put in an email and send yourself. The App transmits nothing in the background — see the Privacy Policy. If your conversation is sensitive, describe the problem instead of pasting the transcript.
// sovereign_vault_protocol
Enter the Sovereign Vault
Mortise is coming soon. No account required. Nothing leaves your device.