JENCHA PIXEL

SUPPORT

Need a hand?

Help with JENCHA Pixel 1.0 for Mac. Find answers in the docs, grab the quick reference, or get in touch if you’re stuck.

Download on the Mac App Store

DOCUMENTATION

Everything you need to know about JENCHA Pixel, from drawing and layers to projects and export.

QUICK REFERENCE

A compact overview of tools, controls and shortcuts for when you just need the answer fast.

EMAIL SUPPORT

Can’t find what you need? Send us a message at:

hello@jencha.com

FREE / PRO

Help with your subscription

Apple handles Pro purchases and subscriptions. No JENCHA account is required. If StoreKit is temporarily unavailable, you can keep using Free.

The subscription or price does not load

Check your connection, open JENCHA Pixel Pro… and choose Retry. If subscription information is temporarily unavailable, you can keep using all Free features, including drawing, saving and Single Item export. An unavailable product does not require you to buy again.

My purchase is pending

Wait for Apple to confirm the purchase. Pending does not unlock Pro yet. Keep using Free while the purchase is being processed. Once Pro is confirmed, return to the collection settings and explicitly start the action; purchasing does not start generation automatically.

Restore an active subscription

Use the Apple Account used for the subscription. Choose Restore Purchases in the JENCHA Pixel application menu or Pro window and follow Apple’s prompts. A successful restore confirms that Pro has been restored. Return to the collection action yourself; restoring does not start production.

No active subscription was found

Check that you are using the correct Apple Account and check the subscription in the App Store. An expired subscription does not restore active Pro access. If you expect it to be active, check your connection and try Restore Purchases again. Free and your existing files remain available.

English JENCHA Pixel interface. Restore Purchases checks your Apple purchases. If no active subscription is found, Free remains available. The illustrated subscription price is for the Netherlands; regional prices may differ.
Restore Purchases checks your Apple purchases. If no active subscription is found, Free remains available. The illustrated subscription price is for the Netherlands; regional prices may differ. Open full-size image
The purchase or restore failed

If a purchase could not be verified, try again or choose Restore Purchases. If restoring fails, check your connection and retry. Pro unlocks after verification. If the problem continues, email support with the exact message and your app and macOS versions; do not send Apple Account passwords or payment details.

Manage or cancel Pro

Choose Manage Subscription… in the application menu or Pro window. It opens the Mac App Store subscriptions page. Pro Monthly renews automatically each month until canceled. Cancellation keeps Pro active through the paid period. After expiry, projects remain fully editable in Free and your exports remain yours, without deletion, locks or watermarks.

English JENCHA Pixel interface. JENCHA Pixel Pro unlocks complete collection production. The illustrated price is for the Netherlands; check the current price for your App Store region in the app.
JENCHA Pixel Pro unlocks complete collection production. The illustrated price is for the Netherlands; check the current price for your App Store region in the app. Open full-size image
Free & Pro questions

Working on a collection?

For changed source projects, duplicate items, missing output, older collections or trouble resuming or extending, start with the Collection Builder guide. Keep the whole collection folder intact.

Collection help

When contacting support

To help us understand the issue, please include:

  • your macOS version;
  • your JENCHA Pixel version;
  • a short description of what happened;
  • a screenshot if useful.

Only send project files when they are relevant to your support request.

Purchases & subscriptions

JENCHA Pixel Pro Monthly is managed through Apple’s App Store. The current price is shown in the app for your region. The full editor, Single Item export and Collection Preview remain Free.