---
title: "Docsi AI help and contact: install and subscription"
description: "Help with Docsi AI: installing on Windows and Mac, unlocking with a license key, subscription, credits, common problems and how to email our support team."
url: https://docsi.impulse-apps.de/en/support/
language: en
website: Docsi
publisher: Impulse Apps
---

[← Docsi](https://docsi.impulse-apps.de/en/)

# Help and contact

Quick answers – and how to reach us.

## Installation

Download Docsi from the [download page](https://docsi.impulse-apps.de/en/download/).

**Windows:** Open the installer. If Windows says “Windows protected your PC”, click “More info” and then “Run anyway”. This happens with new programs Windows does not know yet.

**Mac:** Open the installer (.dmg) and drag Docsi onto the Applications folder. For window drop, macOS asks once for “Screen Recording” permission; you can change it later under System Settings → Privacy & Security.

## Unlocking

If you buy inside Docsi, he unlocks himself after payment. If you bought on the website, open Docsi, choose “I already have a subscription” and paste your license key. If Docsi says all devices are in use, you can remove an old device right there.

## Subscription, invoices and plan changes

Everything about payment, invoices, plan changes and cancellation is under [Manage subscription](https://docsi.impulse-apps.de/en/account/). You can also cancel without signing in via [Cancel contracts here](https://docsi.impulse-apps.de/en/cancel/).

## Credits

See your credit balance in Docsi under Settings → Subscription and in the input field. Every billing month starts with full credits again. If they are not enough, switch to Pro or connect an AI of your own in the settings.

## Solve common problems quickly

**Common problems and what helps**

| “All devices in use” | Remove an old device in Docsi under Settings → Subscription, or switch to Pro (3 instead of 2 computers). |
| --- | --- |
| The AI does not reply | Check your internet connection and credit balance. When credits run out, Docsi AI pauses until your next billing month; local tools keep working. |
| A PDF gives no text | Usually it is a scan without a text layer. Start local text recognition for the page in the PDF preview and review the recognised text. |
| A file is rejected | Check its size (up to 25 MB), password protection and format. Save protected files without a password in the original program first. |
| Window drop shows nothing on a Mac | Allow Docsi under System Settings → Privacy & Security → Screen Recording and restart Docsi. |
| License key not at hand | You’ll find it in Docsi under Settings → Subscription and on the confirmation page after buying. Otherwise our support helps. |

The [guides](https://docsi.impulse-apps.de/en/guides/) explain more workflows step by step, for example import errors, text recognition and interrupted tasks.

## How to get a quick answer

The more precise the description, the faster the fix. Helpful details are:

- your operating system and version, such as Windows 11 or macOS 15
- the Docsi version from Settings → Updates
- what you wanted to do and what happened instead
- the exact error message, ideally as a screenshot without private content
- whether it happens with every file or just one

## Contact

Email us at [support@impulse-apps.de](mailto:support@impulse-apps.de). We reply in German or English. Do not send license keys or private files unless we explicitly ask for them. General enquiries to Impulse Apps go to [info@impulse-apps.de](mailto:info@impulse-apps.de).