Get in touch
Email support@luff.works or use the contact form. LUFF LLC provides Taupe and handles product help, privacy requests and rights complaints.
Include your Taupe version, device and operating-system version, what you were trying to do, what you expected and what happened. Include an error message if one appeared. You can prepare a local report in Taupe under Settings → Report a Problem or Settings → Support → Prepare Bug Report. Review it before choosing where to share it. Nothing is sent just by opening the report.
Do not send library keys, recovery secrets, private feed addresses or tokens, agent credentials or a full library. Remove private content from screenshots. We will explain any additional diagnostic request before you send more.
Playback and downloads
Check that the publisher’s feed and audio are available, then check your connection and free device storage. A publisher can remove or change a recording. Streaming and downloaded playback can behave differently when the network or publisher is unavailable.
Transcripts and answers
Search can only find passages in transcripts already saved in the current library. A missing or unsynced transcript will not appear in results. On-device transcription needs episode audio, supported hardware and language assets. Word-level highlighting depends on timing available in that transcript; some transcripts have only broader cues. If you use an agent, check its enrollment, library permission and request status on the device that holds the library.
Library and Web Connection
For a synced library, check that the selected folder is available on each device and allow time for changes to arrive. For an approved app or agent, check its grant in Library Settings. Ending access prevents future authorized use but cannot remove copies already received.
For Web Connection, keep Taupe open and online, check its status in Settings, and make a new pairing code when an old one expires. Approve only a browser request you started after both displayed codes match. If a browser looks unfamiliar, stop Web Connection or revoke its grant in Taupe. A stopped or replaced connection needs a fresh approval; backgrounded or sleeping devices may pause.
Privacy and deletion requests
Tell us which LUFF-held record or connection concerns you, using an email address or another safe identifier where possible. Do not send a secret to prove library ownership. Local library deletion, a synced-folder copy, a device backup and relay or support records are separate. We may ask for proportionate verification before acting. Read the Taupe privacy policy for the relevant data flows and limits.