Support and refunds

We're here to help with Nookfern Player. Contact support@aup.asia. If you have trouble reaching us, email lengfengng@gmail.com.

Contact and feedback

In Nookfern Player, open Settings → Feedback to send a question or describe a problem. Add a reply email if you would like a response. If you cannot open the app, email us directly. Please do not include passwords or license keys.

A file will not play

Version 0.6.0 plays compatible MP4, MOV and M4V files, plus selected MKV, WebM, FLV and TS codec combinations described on the product page. Playback depends on the file, macOS and your hardware. Use the trial to check your own files before purchasing.

If a supported file fails, use Settings → Feedback → Copy diagnostic report and include it in your message. Reports do not include the file or its name; describe its format without sending private media.

How purchasing works

The 72-hour trial is available now. Purchasing is not yet available, and playback stops when the trial expires. Once sales open, choose “Buy License” in Nookfern Player to visit Creem’s secure checkout. Available payment methods depend on your location and device. After payment, return to the app to activate; a receipt containing your license key is also sent by email.

Find your license

Check the receipt email sent by Creem, including your spam folder. To activate manually, open Settings → License and enter the license key. If you cannot find the receipt, contact us with the email address used for the order and the order number, if available.

Move to another Mac

One license supports up to three Macs at a time. When possible, deactivate the old Mac in Settings → License before activating the new one. If the old Mac is unavailable, contact us for help recovering a device slot.

Refund requests

You can request a refund within 7 days of purchase by emailing support@aup.asia. Include the email address used for your order and your order number; do not send your license key. Applicable consumer rights remain unaffected.