Support
Last updated: 25 April 2026.
Contact us by email. Airplane AI runs entirely on your Mac and sends nothing to us, so we have no logs, no telemetry, and no view into your installation. To get help, write us a short email describing what you see.
Contact
- fe@f19n.com
- Response time
- Usually within two business days, Vienna time.
- Languages
- English or German.
- Postal address
- Franz Enzenhofer, Froebelgasse 62/8-9, 1160 Vienna, Austria.
Before you write
To help us answer fast, please include:
- Your macOS version (Apple menu, About This Mac).
- Your Mac model and the amount of RAM.
- The Airplane AI version (Airplane AI menu, About Airplane AI).
- A short description of the problem and the steps that lead to it.
- If something is visible on screen, a screenshot helps.
System requirements
- macOS 15 (Sequoia) or later.
- Apple Silicon Mac (M1 or any newer chip).
- 16 GB of memory minimum, 24 GB recommended for best speed.
- About 6 GB of free disk space for the bundled Gemma 4 model.
Common questions
Where is my data stored?
Conversations live in the macOS App Sandbox container of the app on your Mac, at ~/Library/Containers/com.franzai.airplane-ai/. Nothing is sent off the device. Full details in the Privacy Policy.
The app does not start, or it shows a load error.
Quit Airplane AI, then launch it again. The first launch verifies the bundled model and may take longer than later launches. If the issue persists, write us with the macOS version and the exact wording of the error.
The model is slow on my machine.
Speed depends on the chip and the amount of RAM. On a 16 GB Mac the app uses a smaller runtime profile. On a 24 GB or larger Mac it uses a larger one. Close other heavy apps while you use Airplane AI for the best result.
How do I reset the app?
Quit Airplane AI. Move the container at ~/Library/Containers/com.franzai.airplane-ai/ to the Trash. Relaunch. The app will start with an empty conversation list. This deletes every chat permanently.
Free trial and purchase
The app is free for 14 days. After that, a one-time purchase of 29.99 EUR unlocks the app for the same Apple ID forever. There is no subscription. Restore a previous purchase from the in-app purchase screen.
Refunds
Mac App Store purchases are refunded by Apple, not by us. Open reportaproblem.apple.com, sign in with the Apple ID that bought the app, find the Airplane AI purchase, and request a refund. Apple decides the outcome under its standard policy.
I cannot find the app in the Mac App Store in my country.
Airplane AI is published worldwide on the Mac App Store. If you cannot see it in your local store, please write us with the country and we will look into it.
Does Airplane AI ever go online?
No. The app makes no outbound network connection. The only network traffic the operating system may perform on the app's behalf is Apple's StoreKit flow for in-app purchase and receipt validation, which carries no chat content and is triggered only by an explicit user action on the purchase or restore screen.
Bug reports and feature requests
We read every email. Please send a short, concrete description with the version and your Mac model. We cannot promise a feature or a timeline, but we record every request and consider them for the next release.
Legal
For data protection questions and your rights under the GDPR, see the Privacy Policy or the German Datenschutzerklaerung. Trader information is in the Impressum. The terms that govern the use of the app are in the AGB. Right of withdrawal information is in the Widerruf.