Support

Opening files

Which files does MailTrove open? Outlook PST and OST files (large ones included, old ANSI and current Unicode), Outlook for Mac OLM exports, MBOX files (Thunderbird, Gmail Takeout, Apple Mail exports), EML and EMLX files, Outlook MSG files, and calendar (.ics) and contact (.vcf) files. To open a folder of saved emails, use File > Open Folder or drag the folder onto the window.

Do I need Outlook? No.

Will MailTrove change my archive? No. It only reads archives.

My OST file is from a computer that no longer exists. MailTrove opens it like any other archive. With the full version you can export everything from it to EML, MBOX or PDF.

Outlook for Mac: in Outlook, choose File > Export, then open the .olm file it saves. Mail, calendar, contacts, tasks and notes all appear.

Gmail Takeout: download your mail from takeout.google.com, unzip it and open the .mbox file. Gmail labels appear as folders; each email appears under one folder (Inbox, Sent, Drafts, then your first own label, otherwise All Mail).

On the Mac, my archive no longer opens from the recent list. If the file was moved, renamed or is on a drive that isn't connected, open it again with File > Open; the Mac lets MailTrove reopen only files you've opened from where they are now.

Searching

What can I search for? Words anywhere, "exact phrases", and operators: from: to: subject: has:attachment is:unread is:flagged before:2001-06-30 after:2001 folder:inbox, and a minus sign to exclude (-from:newsletter). Help > Search Tips lists them.

Why does search say "Preparing"? The first time you open an archive, MailTrove builds a search index: headers in seconds, then the full text in the background. Large archives take a few minutes.

Free search finds only subjects and senders. Searching every word, attachments included, is part of the full version.

Privacy

Why are images missing in some emails? Pictures stored on the sender's server are blocked so the sender can't tell you opened the email. Use "Load images" for one email, or "Always load from" for a sender you trust.

Where is my data kept? On your computer only; see https://getmailtrove.com/privacy.

The full version

What does the free version do? Everything except what the full version adds, and it never expires: it opens any archive and lists every email, reads the 10 newest emails in each folder (with their attachments, printing and saving), and searches subjects and senders. Older emails show a lock.

How do I buy the full version? Click "Get Full Version" in the app, then the price button. It's a one-time purchase, not a subscription.

• On the Mac, you pay through the Mac App Store with your Apple Account, and the full version unlocks right away. No email address is needed.
• On Windows, you pay in the Microsoft Store's own window with your Microsoft account, and the full version unlocks right away. No email address is needed.
• On getmailtrove.com, Paddle handles the payment and emails your receipt; you then sign in with that email in MailTrove.

How do I unlock the full version after buying on getmailtrove.com? In MailTrove, click "Get Full Version", then "Already bought the full version? Sign in", and sign in with the email address you used at checkout. We email you a 6-digit code. There's no licence key: your email is your licence.

I have a new Mac, or reinstalled MailTrove on the Mac. Click "Get Full Version", then "Restore Purchases", signed in to the App Store with the Apple Account you bought with.

Can I use the full version on more than one computer? Yes. Bought in the Microsoft Store, it comes with your Microsoft account on every PC where you use the Microsoft Store with it. Bought on getmailtrove.com, sign in on each one. On the Mac, the full version comes with your Apple Account on every Mac you use. To use a Mac purchase on Windows too, add an email address in Settings > Full Version on the Mac, then sign in with it on Windows. To use a Microsoft Store purchase on the Mac too, add an email address in Settings > Full Version on Windows, then sign in with it on the Mac. To stop using the full version on a computer, Settings > Full Version > Sign out on this computer.

The sign-in code didn't arrive. Check your spam folder for mail from getmailtrove.com, and make sure you typed the address you bought with. You can ask for a new code after 30 seconds, up to five times an hour.

I reinstalled Windows, or have a new PC. Install MailTrove from the Microsoft Store with the same Microsoft account, and a full version bought there unlocks by itself. If you bought on getmailtrove.com, sign in again with the same email.

Where's my receipt? For a Microsoft Store purchase, in your Microsoft account's order history (https://account.microsoft.com/billing/orders). For a Mac App Store purchase, in your Apple Account's purchase history. For a purchase on getmailtrove.com, in the email from Paddle, or Settings > Full Version > Receipts.

I bought it but it still says Free. Settings > Full Version > Check again (MailTrove needs to be online for this). Bought in the Microsoft Store: check that the Microsoft Store app is signed in with the Microsoft account you bought with, then start MailTrove again. Bought on getmailtrove.com: if you signed in with a different address from the one you paid with, sign out and sign in with that one. On the Mac, try Restore Purchases.

Refunds

Bought in the Microsoft Store? Microsoft handles refunds for purchases made there. Ask for one in your Microsoft account's order history (https://account.microsoft.com/billing/orders); Microsoft decides the refund.

Bought on the Mac App Store? Apple handles refunds for purchases made there. Ask for one at https://reportaproblem.apple.com, or contact Apple Support; Apple decides the refund.

Bought on getmailtrove.com? You have 14 days from the charge to ask for a full refund. Write to us from the address you bought with, or include your receipt number, and put "Refund request" in the subject. Paddle, our reseller, refunds your original payment method; it can take 5 to 10 business days to appear. A pack of AI credits can be refunded within 14 days if none of its credits have been spent.

After a refund, the full version (or the refunded credits) switches off the next time MailTrove starts online. Emails you've exported stay yours. This doesn't limit any rights you have under your local consumer law.

Contact

Write to hello@getmailtrove.com. Please include your MailTrove version (Settings > About), whether you use Windows or a Mac, and, if a file won't open, its size and where it came from. Never send the file itself unless we ask; it holds your private email.