AtelierNote Support

Developer: MokaIO App: AtelierNote Last updated: October 21, 2026 Official support page: https://mokaio.store/support/ateliernote

We're here to help

AtelierNote is an Android-first workshop-management app designed around private offline records. This page explains how to diagnose common problems, what information to provide when contacting support, and what to expect from optional cloud and account features.

For faster help, use the support form on this page when it is available. A request is submitted only when the website confirms actual acceptance by the support service. If the form is temporarily unavailable, return later or use another verified contact method displayed by MokaIO.

1. Before requesting support

• Confirm that your device has enough storage and that AtelierNote is up to date.
• Restart AtelierNote and retry a non-destructive operation once.
• Note whether the problem happens only on one screen or every time you open the app.
• Check Android permissions only for the feature you are trying to use.
• For an online-only feature, confirm that your network connection and the feature itself are available in your installed release.
• Do not uninstall the app, clear app data, or delete an encrypted database as a troubleshooting step. You may permanently lose offline-only workshop records.

2. Common questions

Can I use AtelierNote without an account or internet connection?

The core workspace is designed for local, offline use. Optional sign-in, shared-workshop access, synchronization, web tracking, and subscriptions require separately configured services and may not yet be available in a specific build.

Why is the app asking for a PIN or biometric verification?

A workshop owner may enable local app-lock controls. Use the configured PIN or device-supported biometric method. Android biometric verification is device-mediated; AtelierNote should not request or receive a raw biometric template. There is no universal support override for a local encryption key or a forgotten PIN. If access is lost, consult any available verified recovery procedure and keep your backups intact.

What should I do if I cannot open the encrypted workspace?

Stop repeated destructive troubleshooting. Keep the device and its app data intact. Capture the non-sensitive error message and describe when it appeared. Do not send database files, keys, PINs, passwords, recovery phrases, or customer records in an ordinary support request.

How do I protect my workshop data?

Create a password-protected portable backup, then explicitly save a copy outside AtelierNote using a trusted destination. Verify that you can locate the exported file and keep its password separately. An exported file stored only inside app-private storage may disappear if the app is uninstalled.

Why is a backup not restoring?

Make sure the selected file is the intended .atelierbak archive and that its password is correct. An incompatible or corrupted backup may be rejected. Do not replace a working local database unless the app has completed the required compatibility and safety checks. A preview or “staged” restore is not equivalent to a completed restore.

Why can I not use Cloud Sync or sign in?

Online features may require an activated backend, an eligible account or subscription, current authentication, and independently verified shop authorization. A local owner role does not automatically grant access to a shared cloud workshop. If your release indicates the feature is unavailable, do not repeatedly upload, delete, or recreate your local workshop to force it.

Why is a subscription or upgrade unavailable?

Google Play subscription products and RevenueCat entitlement processing require release-specific activation. When enabled, price, currency, renewals, and changes are governed by the actual Google Play checkout and the applicable plan. Never buy a second subscription merely to work around an entitlement error. Deleting the app or its account does not necessarily cancel a Google Play subscription.

My camera, photo selection, QR scanning, or notifications do not work.

Check that the relevant feature is enabled and that the appropriate Android permission has been granted. File and photo pickers may only permit files that you explicitly select. Android's own notification settings and battery restrictions may affect reminders. Do not enable broad permissions unrelated to the task.

Why are PDF, printing, or sharing results unexpected?

Check the document details and destination before sharing or printing. An Android share-sheet opening does not prove a document was delivered. Any exported document or backup sent to an outside app is then also subject to that app's storage and privacy handling.

Where are my customers, measurements, and orders stored?

For an offline workspace, the primary records are held locally in the app's encrypted database. External copies may be created only through deliberately enabled cloud services or user-initiated exports/shares. MokaIO cannot look up data that exists solely on your device.

How do I request deletion of an account or local data?

See https://mokaio.store/delete-account/ateliernote. Local workspace erasure and deletion of online account data are separate operations. An unverified or merely queued server request is not proof that cloud deletion is complete.

3. Send a support request

When available, the secure support form on this page provides these fields:

• Reply email address (required)
• Topic (required): App startup, Local data and security, Customers and orders, Backups and restore, Documents and reports, Optional account/cloud, Subscriptions, Privacy and deletion, Accessibility/UI, or Other
• Message (required): concise description, what you expected, what actually happened, and how to reproduce it
• Optional context: app version, Android version, device model, and a screenshot with personal/customer information removed
• Anti-abuse check where required

No sensitive information is required to open a basic support request. A confirmation that your message was accepted does not mean a support agent has reviewed it or that the problem has been resolved.

Do not send: passwords, PINs, recovery or backup passwords, one-time codes, access tokens, private API keys, full customer databases, payment-card details, or unredacted customer photographs.

4. Information that helps us reproduce a problem

A clear report usually includes the screen or feature name, exact steps, whether the problem is repeatable, app version, Android version, and whether it occurs online or offline. If you share an image or log, remove names, phone numbers, addresses, payment details, access tokens, QR secrets, and private measurements first.

If the app closes unexpectedly, mention what you were doing just before it closed. If you encounter a UI issue, indicate screen size or text-scaling settings when relevant. You do not need to send an entire workshop backup to report a UI issue.

5. Privacy and account-related support

For a question about personal information MokaIO processes, select a privacy topic in the verified support form. If you are a customer of a workshop using AtelierNote, contact the workshop itself for records held on its device; MokaIO generally cannot inspect or change an offline workshop's customer data.

For deletion of an AtelierNote account and account-associated data, use the dedicated process at https://mokaio.store/delete-account/ateliernote. Do not send credentials as identity proof.

6. Availability and responses

Support availability and response times can vary. We cannot guarantee an immediate answer or the recovery of missing local-only data. Some requests may require reasonable ownership or identity verification before an account-specific action is taken.

7. Official AtelierNote links

• Privacy Policy: https://mokaio.store/privacy/ateliernote
• Terms of Service: https://mokaio.store/terms/ateliernote
• Account deletion: https://mokaio.store/delete-account/ateliernote

Official developer: MokaIO