Support

Something not working? Start here

Most problems come down to Wi‑Fi or a permission and take a few steps to fix. The full guide is on the phone too, under Switch Panel › Settings › Help.

Connecting

What do I need?
  • A Mac with macOS 14 or later and Hotglass for Mac.
  • An iPhone or iPad with iOS 17 / iPadOS 17 or later and Hotglass.
  • Both on the same Wi‑Fi network.
How do I connect the first time?
  1. Open Hotglass on the Mac.
  2. Open Hotglass on the iPhone or iPad and tap your Mac in the list, or tap “Scan the code on the Mac”.
  3. When the six digits match on both screens, click Allow on the Mac.

From then on the phone connects to this Mac by itself whenever you open it.

The phone can’t find my Mac
  • Make sure both devices are on the same Wi‑Fi and Hotglass is open on the Mac.
  • Turn on Hotglass in Settings › Privacy & Security › Local Network on the iPhone or iPad.
  • Guest networks and networks with client isolation block the connection; try another network.
  • You can also pair by scanning the Mac’s QR code: click the device button at the right of the toolbar in Hotglass on the Mac.
It disconnected

The app reconnects by itself; you can also tap “Retry now” on the banner. After the Mac restarts, open Hotglass on it and the phone usually connects within a few seconds.

If it says the two sides run different versions, install the same version on the Mac and the phone, then tap “Retry now”.

I’m using another Mac

On the phone, tap the panel’s name at the top left to open Switch Panel, tap Settings at the bottom and choose Change Mac…. To bring your panels along, use File › Export Configuration… on the old Mac.

Keys

Keys do nothing, or are greyed out

Shortcuts, typing and the mouse need Accessibility: open System Settings › Privacy & Security › Accessibility on the Mac, turn on Hotglass, then reopen Hotglass on the Mac.

While a password field is in front, macOS ignores keys sent by other apps; close it and try again.

The Keyboard key is greyed out

In Hotglass’s settings on the Mac, turn on General › Let the Phone Type on This Mac, and check that it has Accessibility.

A key seems stuck down on the Mac

Hotglass lets go of every held key when your finger leaves the phone, when the phone disconnects and when the Mac sleeps; if the phone drops off the network, the Mac lets go after about 6 seconds. If something still seems stuck, press Control, Option, Shift and Command once each, or click the mouse.

How do I update the Mac app?

Choose Check for Updates… in the Hotglass menu on the Mac, download the new DMG from the download page and replace Hotglass in Applications. Your panels and paired devices stay.

Membership and purchases

How do free and membership differ?

The free version gives each iPhone or iPad 3 panels of your choice (the default panel comes on top) and connects to 1 computer, with every other feature included. Membership has unlimited panels and computers. Membership is bought only on the iPhone or iPad; the Mac app is free.

Restoring a purchase after a new phone or a reinstall

On the phone, open Switch Panel › Settings, tap the Membership row to open the membership page, then tap Restore Purchases at the top right. Signed in to the App Store with the same Apple ID, it comes back without paying again.

Managing or cancelling a subscription

In Switch Panel › Settings › Membership on the phone, tap View › Manage Subscription, or go to Settings › [your name] › Subscriptions on the iPhone or iPad. Cancel at least 24 hours before a free trial ends and you won’t be charged.

Asking for a refund

Apple handles purchases and refunds; we cannot refund a purchase ourselves. Request one at reportaproblem.apple.com.

Can my family use it?

Yes. Yearly and lifetime both include Family Sharing: family members open Hotglass on their own iPhone or iPad and it works; if it doesn’t yet, tap Restore Purchases on the membership page.

Changing the panels you use for free

In Switch Panel › Settings, tap Choose Free Panels under Membership, tick 3 and tap Done. Your first choice is free; after that you can change them once a day (by this device’s date). If you’ve already changed them today, change them again tomorrow or become a member. The choice stays on this phone.

The Mac says Free

The Mac only shows what the connected phone tells it. After membership starts or is restored on the phone, connect it and the Mac catches up.

What happens when membership ends?

Nothing is deleted. The panels beyond the free ones pause on the phone and can still be edited and exported on the Mac; renewing brings them back at once.

Contact us

Please include the macOS and iOS/iPadOS versions and the Hotglass version on each device (Mac: Hotglass › About; iPhone/iPad: Switch Panel › Settings › Help). Sending a report from Help on the phone attaches diagnostics that contain none of your content.

help@ahaolearn.com