Contact & Support
Have a question or need help? We're here for you.
Email Support
For technical support, billing questions, or general enquiries.
support@trackthatmac.comCompany Address
Our registered office:
Track that Mac Ltd.Suite 14240
17B Farnham Street Parnell
Auckland 1052
New Zealand
We aim to respond to all support enquiries within 1 business day.
Frequently Asked Questions
How do I install the Agent app?
Download the Agent app from our website or the Mac App Store. Open the app and enter the join key provided by your administrator. The Agent will start monitoring automatically.
How do I get a join key?
Join keys are generated in the Admin app. Sign in to the Admin app, go to your organisation settings, and create a new join key. Share this key with the Macs you want to enrol.
Which macOS versions are supported?
Track that Mac Agent supports macOS 14.0 (Sonoma) and later. We recommend keeping your Mac updated to the latest macOS version for best results.
How do I cancel my subscription?
You can cancel your subscription at any time from the billing portal in the Admin app. Your access will continue until the end of your current billing period.
Is my data secure?
Yes. All data is encrypted in transit using TLS 1.2+ and encrypted at rest using AES-256. We use AWS infrastructure with multi-region redundancy. See our Privacy Policy for details.
Can Track that Mac see my files or browsing history?
No. Track that Mac only monitors device-level information like hardware specs, macOS version, and disk space. It cannot access files, browsing history, messages, or screen content. See what we collect.
How often does the Agent send updates?
The Agent sends brief status updates every few minutes. Each update is very small and uses minimal network bandwidth and battery.
Can I remove the Agent from my Mac?
If it's your personal Mac, yes — simply drag the app to Trash. If it's a work Mac, check with your IT administrator first, as removing monitoring software may violate company policy.
Do you offer refunds?
Subscription fees are non-refundable, but you can cancel anytime and continue using the service until your paid period ends. The Free tier is always available.
How do I contact support?
Email us at support@trackthatmac.com. Please include your organisation name and a description of the issue.