Italian civil-record support

This page works in any browser — Mac, Windows, Linux, phone. You do not need a desktop mail app.

This page is for the Atto desktop organizer for Italian family documents — not Atto Trust, not printer/driver software, not an unrelated “Atto” download.

What to include in a support email

In the Atto app: Home → Advanced — updates & support → Copy report for support. That copies a short redacted report (works even when something is broken). Paste it into your email.

Your Stripe order reference / purchase email
Which computer: Mac, Windows, or Linux
The report from the app (or run atto support pack in Terminal if you use the CLI)
What you expected vs what happened — one short paragraph

Never send certificates, passport scans, SSNs, or your full license.json. Atto does not auto-upload crash logs or vault files.

Email (orders & license)

Never email certificates, passport scans, SSNs, or your full license.json. Describe the problem and include your order reference; we'll provide a secure next step if a file is truly needed.

License and install questions get a reply within 1 business day (US time) — usually much sooner. Weekends and US holidays can add a day. During launch week (week of 24 Aug 2026) replies may take up to 2 business days; license and install questions stay first.

support@youratto.com

Open in email app

If “Open in email app” does nothing (common on Windows when no mail program is set), use Copy email address and paste into Gmail, Outlook.com, or any webmail.

Before you email

The app says License required, or my claim link expired: Open the claim link from your purchase email, download license.json, then click Import license in the yellow bar at the top of Atto and choose that file. If the download link expired, reopen the claim page — it refreshes. Lost the email? Write to Support with your Stripe receipt. If the claim page says 410 / gone after a Stripe refund or dispute, that is expected. Never email license.json.
Mac says it can’t verify the developer: Drag Atto out of the disk-image window first (to Applications or your Desktop), then right-click it → Open. Running it from inside the mounted image is the usual cause.
Windows SmartScreen warns when I run Atto: The installer is signed (publisher: Claudio Barone). Windows may still warn once for a new publisher. That is not a virus report. Choose More info → Run anyway. You can also check the zip checksum on the Windows kit page.
I have no documents yet. What do I even do?: Create a project, then on Home fill in Who are you looking for? (name, rough birth year, town) and click Find records for …. That builds archive search links. Use Documents later for extra notes, paste, or screenshots. See Getting started.
Nothing shows up on Approve, or my tree is empty: Approve only lists suggestions attached to a person. Nothing lands in your tree until you approve it. If the tree is empty, on Documents use Add person (Approve once) — or import a GEDCOM on Home — then run Practice & advanced tools on Find once.
Does Atto auto-add people from the web?: No. You open archive sites yourself. Atto builds search links but never logs in for you. Nothing appears in your tree until you Approve.
Is my family data going to your servers?: No. Your vault lives in ~/AttoVault/ on your own machine. Nothing leaves it unless you deliberately build and publish a share site.
Can I get a refund?: No. Atto is a digital download. The sale is final once your claim is available (see Terms). Wrong computer (Intel Mac, or the expected Windows SmartScreen warning) is not a refund reason. Need help on a supported Mac, or finding the Windows zip / Linux CLI? Email Support with your Stripe receipt.
Do I have to re-download the whole kit every time you fix something?: No. In Atto → Home → Advanced — updates & support → Check for updates. On Mac, when a newer signed package is available, use Install update. Windows reinstalls from the zip until the signed updater lands (quit Atto, install over the old app — your vault stays on disk).

Still stuck? Email us — include your Stripe receipt for anything license-related. Never email certificates, passport scans, SSNs, or your full license.json. Describe the problem and include your order reference; we'll provide a secure next step if a file is truly needed.

Community (install help)

License, order, or anything with documents → email Support first. Install questions and peer help → Discord (secondary). Never post vital-record IDs or license.json there.

Email Support Discord (install help) Read the FAQ

Platforms

Website — works on every modern browser (including Windows).
Mac app — Apple Silicon (M1–M4). Download the app + Setup guide from the download page. No Terminal for normal use.
Linux — public CLI binary on the Linux page; desktop .deb / AppImage is invite-only after purchase (email Support with your order reference).
Windows app — x64 desktop kit, Authenticode-signed via Azure Artifact Signing. See Windows downloads. SmartScreen may still warn once for a new publisher — More info → Run anyway. Updates: in-app Check for updates on Home (Advanced).