XGate support
The quickest place to ask is the Itch.studio Discord, where the developer already is. Prefer email? That works too, and either way you reach the people who actually build XGate. Guardians are just as welcome as the people they hold the keys for.
Getting in touch
Ask in the Discord
The Itch.studio Discord is the preferred support channel for XGate. Ask in #xgate and you'll usually get the quickest answer, and other people setting it up get to see it too.
Email us
When reporting a problem, it helps enormously if you can include your Mac model, your macOS version, the XGate version (shown in the menu bar app), whether you are the Member or the Guardian, and what you were doing when it happened. Screenshots are always welcome.
Never share the keys
Never post or send us the Guardian's administrator password, the FileVault recovery key, or the password of a temporary administrator account, in the Discord or by email. We will never ask for them, and nothing we need to help you depends on them.
By post or phone
Itch Studio Ltd
Suite RA01, 195-197 Wood Street
London, E17 3NU
United Kingdom
Itch Studio Ltd. is registered in England and Wales, company number 14729010.
Common questions
Change the set's rules in XGate on your Mac. Tightening applies at once; anything that loosens waits, visibly, until your Guardian has seen it, and your Guardian can approve it early from their page or their phone. For one visit inside the hours you set, ask for an access instead.
Ask for an admin window and say what it is for. After a short pause a temporary administrator account appears for the length of the window, everything it does is watched, and it is deleted afterwards. Your own account stays a standard user throughout.
Ask them to check their spam or junk folder for a message from xgateguard.com, then send the invitation again from your page. Your Guardian needs no plan and nothing installed; they accept from the email.
That a door opened, never what was behind it: counts, set names, openings and refusals, and the reason you gave if a set asks for one. No pages, no screenshots, no keywords and no location, ever.
Removing it needs administrator rights, so it needs your Guardian, by design. With them, run the uninstaller in /Library/xgate. It also deletes any temporary admin account. Your account stays a standard user afterwards, and your Guardian can make it an administrator again in System Settings.
Not yet. XGate runs on macOS 14 or later today. Windows, iPhone and Android are to follow under the same Guardian, and you can leave your address on xgateguard.com to hear when they do.
Free and Plus
XGate is free for one Mac and one Guardian. Plus covers a household of Macs, more Guardians and larger sets, at $49 a year or $4.99 a month. Plus is paid through Stripe from your own page, so we never see or store your card details. A Guardian pays nothing.
Change or cancel Plus
Open your page on xgateguard.com and choose billing. Cancelling takes one click there; you keep Plus until the end of the period you have paid for.
If a plan lapses, nothing loosens. Sets beyond the Free allowance go dormant and stay closed until Plus returns.
Refunds
Ask within 14 days of a payment and we will refund it without a question. Email us from the address on your account, or ask in the Discord and we will take it to email.
If something went wrong that led to the payment, tell us that too. We would rather fix the problem.
Privacy and terms
What your Guardian is told
Counts, set names, openings and refusals, and the reason you gave if a set asks for one, in a short weekly report. Never the pages you visit, never screenshots, never keywords and never your location.
Questions about your data
Email support@xgateguard.com about anything to do with your data or your account, and we will answer plainly. Please use email rather than the Discord for this.
Still stuck?
Feature requests are genuinely welcome too, from Members and Guardians alike. A good part of XGate came from watching what people actually do when they are trying to keep a habit in check.
