Atto

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Italian civil-record support

This page works in any browser — Mac, Windows, Linux, phone. You do not need a desktop mail app.

This page is for the Atto desktop organizer for Italian family documents — not Atto Trust, not printer/driver software, not an unrelated “Atto” download.

What to include in a support email

In the Atto app: Home → Advanced — updates & support → Copy report for support. That copies a short redacted report (works even when something is broken). Paste it into your email.

  • Your Stripe order reference / purchase email
  • Which computer: Mac, Windows, or Linux
  • The report from the app (or run atto support pack in Terminal if you use the CLI)
  • What you expected vs what happened — one short paragraph

Never send certificates, passport scans, SSNs, or your full license.json. Atto does not auto-upload crash logs or vault files.

Email (orders & license)

Never email certificates, passport scans, SSNs, or your full license.json. Describe the problem and include your order reference; we'll provide a secure next step if a file is truly needed.

License and install questions get a reply within 1 business day (US time) — usually much sooner. Weekends and US holidays can add a day. During launch week (week of 24 Aug 2026) replies may take up to 2 business days; license and install questions stay first.

[email protected]

Open in email app

If “Open in email app” does nothing (common on Windows when no mail program is set), use Copy email address and paste into Gmail, Outlook.com, or any webmail.

Before you email — the five we answer most

“I bought it but the app says License required.”
Open the claim link from your purchase email, download license.json, then click Import license in the yellow bar at the top of Atto and choose that file. If the claim link says it expired, reopen the claim page to refresh it. If the claim page itself says 410 / gone after a Stripe refund or dispute, that is expected — email Support with your order reference only (never email license.json); an already-saved license file can still verify offline.
“Mac says it can’t verify the developer.”
Drag Atto out of the disk-image window first (to Applications or your Desktop), then right-click it → Open. Running it from inside the mounted image is the usual cause.
“I have no documents yet. What do I even do?”
Create a project, then on Home fill in Who are you looking for? (name, rough birth year, town) and click Find records for …. That builds archive search links. Use Documents later for extra notes, paste, or screenshots. See Getting started.
“Nothing shows up on Approve.”
Approve only lists suggestions attached to a person. If your tree is empty, on Documents use Add person (Approve once) — or import a GEDCOM on Home — then attach finds on Find. Run the practice records on Find once to see the loop.
“Is my family data going to your servers?”
No. Your vault lives in ~/AttoVault/ on your own machine. Nothing leaves it unless you deliberately build and publish a share site.
“I bought on an Intel Mac / wrong platform — can I get a refund?”
No. Mac is Apple Silicon only; Windows is Authenticode-signed via Azure Artifact Signing, but SmartScreen may still warn once for a new publisher; wrong-platform and expected Windows SmartScreen are not refund reasons (see Terms). Email Support with your Stripe receipt if you need help activating on a supported Mac, or finding the Windows zip / Linux CLI paths.
“Do I have to re-download the whole kit every time you fix something?”
No. In Atto → Home → Advanced — updates & support → Check for updates. On Mac, when a newer signed package is available, use Install update (downloads, verifies a signature, restarts). Fully automatic background updates are not ready yet. Windows reinstalls from the zip until the signed updater lands (quit Atto, install over the old app — your vault stays on disk).

Still stuck? Email us below — include your Stripe receipt for anything license-related. Never email certificates, passport scans, SSNs, or your full license.json. Describe the problem and include your order reference; we'll provide a secure next step if a file is truly needed.

Quick answers (copy-paste)

Short, plain-language replies you can copy straight into an email — the topics people ask most during a launch.

“My claim link expired / I lost the purchase email.”
Reopen the claim link from your purchase email — the download link is deliberately short-lived, but the claim page keeps working and refreshes it. Lost the email entirely? Email Support with your Stripe receipt and we’ll re-send the claim link.
“Windows SmartScreen warns when I run Atto.”
The installer is Authenticode-signed via Azure Artifact Signing (publisher: Claudio Barone). SmartScreen may still warn once for a new publisher while reputation builds — that is not a virus report. Choose More info → Run anyway to install. Extra confidence: verify the zip’s SHA-256 on the Windows kit page. Expected SmartScreen is not a refund reason.
“Nothing shows up on Approve / my tree is empty.”
Approve only lists suggestions attached to a person, and nothing lands in your tree until a human approves it. If your tree is empty, add a person on Documents (Add person · Approve once) or import a GEDCOM on Home, then run Practice & advanced tools on Find once to see the loop.
“Can I get a refund? It’s $299.”
No — Atto is a $299 digital download and the sale is final once your claim is available; see Terms. Wrong-platform and expected Windows SmartScreen are not refund reasons. Need help activating on a supported Mac, or finding the Windows zip / Linux CLI paths? Email Support with your Stripe receipt.
“Claim link says 410 / gone after a refund?”
That is the claim page: after a Stripe refund or lost dispute, reopening the claim URL returns HTTP 410 (gone) by design. If you already saved license.json on disk, the app can still verify it offline. Never email license.json — describe the problem and include your order reference. The $299 digital download is still sale-final (see Terms).
“Does Atto auto-add people from the web?”
No. You browse archive sites yourself and approve every record — Atto builds your search links but never logs in for you, and nothing appears in your tree by surprise. You look, you capture, you Approve.

Community (install help)

License, order, or anything with documents → email Support first. Install questions and peer help → Discord (secondary). Never post vital-record IDs or license.json there.

Email Support Discord (install help) Read the FAQ

Platforms

  • Website — works on every modern browser (including Windows).
  • Mac app — Apple Silicon (M1–M4). Download the app + Setup guide from the download page. No Terminal for normal use.
  • Linux — public CLI binary on the Linux page; desktop .deb / AppImage is invite-only after purchase (email Support with your order reference).
  • Windows app — x64 desktop kit, Authenticode-signed via Azure Artifact Signing. See Windows downloads. SmartScreen may still warn once for a new publisher — More info → Run anyway. Updates: in-app Check for updates on Home (Advanced).