When Moe itself breaks

If something about Moe is wrong, not your mail or your calendar but Moe, a feature that stopped working, a crash, an answer that was plainly wrong, say so: "report this to the Moe team." Moe was there for the conversation, so it writes the report itself: what you asked, what it did, what came back, and where it went wrong. You don't have to explain it twice. Moe also files a report on its own when it notices something of its own failing that you haven't mentioned yet, and tells you it has.

What you get: an email within a minute saying we're on it, with a ticket number, and an email when it's fixed saying in a few plain words what was done, with a word from Moe on the island. If Moe updates itself, the fix arrives with the next version. That is all: two emails, and nothing about how. If the team ever has a question for you, Moe asks you on the island and your answer goes back through Moe. Ask Moe to show you a ticket and it reads you the title, what was written, everything that has happened on it since, and exactly what was sent with it. You can add to a ticket later ("tell them it also happens with the external mic") or ask for the list. Reports need you to be signed in, because the email goes to the address you signed in with.

What goes with a report#

Moe's own short description of what happened; the part of the conversation that shows the problem, when you asked for the report; Moe's version; your macOS version; whether your Mac is Apple silicon or Intel; your plan; and the last 40 lines of up to three of Moe's own log files, the app's, its thinking part's and its background jobs', never the one that holds what you say to it. A line in those that looks like a password, a key or a token is left out, with a note that it was; where Moe's own description mentions one, just the key is replaced. Your name is taken out of any file path, and email addresses and your Mac's name are taken out of the log lines and of what Moe wrote. A report is usually a few kilobytes and never more than about 80 KB. Never your files, notes, memories, saved passwords, screenshots, or any conversation beyond the quoted part.

Where it goes: it is kept on our side with your account so we can reply to you; it also becomes an issue in our private code repository and a note in our team chat; and it is read by our team and by Claude Code, the coding assistant that investigates it and drafts a fix. Settings › Privacy › What is sent? has all of this in one place.

Reporting without saying who you are#

Report without saying who I am, under the problem reports switch in Settings › Privacy, is off to start with. On, no account, device, email address or plan is attached to a report; it is filed where no account can be found for it, and our team still reads it and still fixes what it describes. The log lines and Moe's description are scrubbed of your name, email address and your Mac's name, but they may still mention things you said or did. Your Mac still has to be signed in to send one, which is how we keep strangers from flooding us, and it can send five a day that way; a sixth is refused, and Moe tells you it can go tomorrow, or now with your name. The cost is plain: we can't reply, you won't hear when it's fixed, Moe can't show it to you again or add to it later, and deleting your account doesn't delete it. You can also ask Moe, for one report, not to say who you are.

A report needs your yes, once#

Nothing is sent to us until you turn on Let Moe send problem reports in Settings › Privacy; it starts off. Until then, when you ask for a report, Moe writes nothing and keeps nothing, not even a title, and tells you: Problem reports are off, so I haven't written or kept this report. To send it to the team, open Settings › Privacy and turn on 'Let Moe send problem reports', then ask me again and I'll write it then. Turn it on and ask again, and the report is written and sent. Turn the switch off again and nothing more is sent; what was already sent stays with us.

Some things we notice without you#

If you are on a paid plan, a few things raise an alarm with us by themselves: you paid and your cloud computer has no machine yet, after about a quarter of an hour; your machine will not stay up; nothing has synced between your devices for a whole day; or setting up your cloud computer stopped on our side. Each of those opens a ticket in your name by itself, and you get the same emails as any report, We're on it and Fixed, one ticket however many times it is noticed. These need no switch: a ticket like this carries only which step stopped and our own short word for why, never your conversations, your memories or anything else of yours. A problem that is ours alone, running low on machines, say, stays with us and sends you nothing. None of this is a substitute for telling us: if something looks wrong to you, say so, because most of what goes wrong is not one of these.