Support & troubleshooting

After purchase your license key and download link arrive by email within a few minutes (sender: noreply@themyway.app).

If you don’t see it, check your spam / junk and “Promotions” folders and wait a few minutes. Make sure you entered the correct email at checkout. That’s where it’s sent.

If it still hasn’t arrived, email us with your Paddle order email and we’ll send your key and download link manually.

The download link is protected by your license key; always use the link from the most recent email.

If the link errors (invalid signature, an expired update entitlement), email us with your license key and we’ll issue a fresh one.

If ./scripts/update.sh says "Download failed", the cause can be the license key, the network or an expired update entitlement; the script does not show the server’s explanation. Check Settings > Updates in the app to see the reason, or email us.

Docker and Docker Compose must be installed on your server. Unpack the archive, `cd myway-onprem`, then run `./scripts/install.sh`.

Images are loaded via `docker load`, no build step needed. After setup, the first user who registers in the browser automatically becomes the superadmin.

`install.sh` asks for the license key during setup and writes it to the `.env.onprem` file.

Without a valid key the app starts locked; put the key in `.env.onprem` and run `docker compose -f docker-compose.onprem.yml --env-file .env.onprem up -d` to unlock it. A plain restart does not re-read the env file.

A valid license is required to run the app. When it expires there’s a short grace period, then the app locks.

Your data stays safe on your server; renew the license to continue where you left off. Contact us to renew.

On v1.67.2 and later, run ./scripts/update.sh in the install directory: it downloads the latest package with your license key, backs up first, then updates. Update an older installation once by running ./scripts/install.sh with the new package; the script is there from then on. Backup and upgrade details are in the guide.

If `mailConfigured` is false in `https://<your-address>/api/health`, the setting is not reaching the app. `MAIL_DRIVER=smtp`, `MAIL_SMTP_HOST` and `MAIL_FROM` must be set in `.env.onprem`; then run `up -d` (a restart does not re-read env). Write a `$` in the password as `$$`. If the setting does arrive, open the entry of kind "External service" or "Configuration" in Settings > Health > Application log; it says why the mail was refused (for example, credentials).

The installer sets up the scheduled jobs, so run it on upgrades too. Settings > Health shows when each job last ran, and its output is in `logs/cron.log` in the install directory. If the task sits in a status marked "Due date tracking stops in this status", no notification is sent by design.

Before v1.76.0, picking an `.xlsx` file in the import dialog did nothing; CSV files worked. Update to v1.76.0, or until then save the file as CSV and load that. In the current release an unreadable file shows "The file could not be read. Choose a valid .xlsx or .csv file."

An unexpected server error ends with a reference code, for example `(Reference: 7f3a9c2b1e04)`. The superadmin pastes that code into the search box of the Application log card under Settings > Health to find that request’s entry with its details.

When you email us, include the code and a support bundle. On the server, `./scripts/support-bundle.sh` in the install directory creates it, and it works even when the app does not start; if the app is up, the “Download support bundle” button under Settings > Health works too. Password and key values are not included.