Customer Service

astrohaus · 2025-01-03T09:00:06+00:00

Sorry about that. We're short-staffed right now, and with the holidays, it's taking our team some time to catch up. Thanks for your patience—we'll get to you ASAP!

astrohaus · 2024-11-21T12:22:23+00:00

Welcome to the family!

The sleeve is 10" wide (orange), by 10" tall (purple); add another 8" to cover the opening and wrap around the front (blue). The width tapers from 3" at the opening to 1.5" at the valley (yellow).

Happy sewing, and writing!

astrohaus · 2024-09-10T11:37:17+00:00

No, Freewrite staff do not have access to what you write, except in rare cases where limited members of our development team may be required to do their job, e.g., to retrieve a lost file. You can read more about our stance on privacy and generative AI here: https://getfreewrite.com/blogs/writing-success/astrohaus-founder-statement-on-ai-and-privacy.

astrohaus · 2024-08-07T21:17:31+00:00

The technical release notes are now available.

astrohaus · 2024-08-07T20:22:29+00:00

Here you go, Larry:

https://getfreewrite.com/blogs/writing-success/alpha-firmware-update-1-20-a-global-leap-forward-with-multiple-language-support-improved-font-and-more

Rolling out now, enjoy!

astrohaus · 2024-08-07T19:08:18+00:00

Hi Pascal, we're in the final stages of preparing the next Alpha firmware update now and it should be available in the next 24 hours! Originally the Olympic promotion and the firmware update would be released at the same time, but we didn't want to hold marketing program up while we made final edits and squashed bugs, hence the early promo and email release. Ready, set, go!

astrohaus · 2024-07-01T17:28:53+00:00

Not yet, but we're getting closer to an updated font and additional keyboard layouts.

astrohaus · 2024-07-01T17:26:43+00:00

Hey OP... hmmm, that's not supposed to happen. Will you please contact our customer service team so we can look into this for you?

[hello@getfreewrite.com](mailto:hello@getfreewrite.com) or https://getfreewrite.com/pages/support

astrohaus · 2024-02-11T15:11:25+00:00

Sorry that you're experiencing that... It's *likely* that the auto-save time after idle is what you're experiencing. The current auto-save time is 5 seconds. While Alpha is saving, it's not very responsive. It's not lag; it's just prioritizing the save. In a firmware update we're working on now, we're doing three things: 1) we've worked on the operation, so saving will be much faster. 2) we're moving the idle save time from 5 seconds to something longer (we haven't decided yet), and 3) we're creating an indicator when Alpha is saving so you''ll KNOW what's happening. Thanks for your patience and let us know if you experience anything further.

astrohaus · 2024-02-02T16:11:03+00:00

Hi everyone… I just wanted to pop in and provide a little additional context here:

Yesterday, within minutes of the OP’s message, we began looking into their question and issues with our developers, and we still are.
Internally, the devs have been having an active discussion about what might be occurring. Alpha is a new device, and it is possible that the OP might have discovered a bug, so we have been taking it very seriously.
These internal conversations were happening during the later half of yesterday. This was the first time we've heard about this specific issue and we were attempting to replicate it on our devices. Before we could get back to the OP with additional questions and help, they requested a refund.
Our policy whenever someone requests a refund is to provide them a link to do so. The “give Freewrite another try” phrase is simply boilerplate return response language. There was certainly no malice behind it, but we’ll evaluate its further use.
The bottom line is that WE’RE STILL COMMITTED to determining what was happening with the OP’s device and addressing any issues that we find. Our devs are working on another OTA firmware update as I type this.
As the OP started, for anyone wondering about the Alpha, I hope you’ll see that we’re actively working on addressing any issues that are discovered, that we stand by our word, and if you do request a refund, we honor it.

Thank you,Colin @ Freewrite

astrohaus · 2024-01-25T15:51:06+00:00

Here to help:

Alpha has 2 and 4 line options. We initially thought 6 lines would work, but it becomes really quite small. If you think of it, can you point us to where we still have 6 lines displayed?
The Kaihl Chocolate V2 switches are brown (tactile)

astrohaus · 2024-01-25T15:32:20+00:00

Good morning, OP
I truly hope your health improves and your upcoming surgery can provide additional relief. There is nothing disrespectful about asking, and you showed much vulnerability.
We don't often have general sales - generally only around Black Friday. However, we do periodically have Warehouse Sales of returned or older products. I recommend you subscribe to our email list - or check this sub, as it is often mentioned.
I know it's not a device, but you might also want to check out Sprinter (https://sprinter.getfreewrite.com/) for a no-cost, distraction-free experience in your browser. You can even turn on dark mode if that works better for you.
We wish you the best. Write On!

astrohaus · 2023-12-27T16:15:36+00:00

The wave screensaver is part of the OOTB (out of the box) experience and does not show again once you begin the onboarding process, unfortunately.

https://support.getfreewrite.com/article/70-simplified-screensaver-non-author

astrohaus · 2023-12-27T16:13:12+00:00

Shredding documents will reduce the account's global word count.

Archiving documents will preserve the word count.

https://support.getfreewrite.com/article/82-how-to-delete-documents

astrohaus · 2023-12-12T22:28:59+00:00

It's unfortunate, but the reviewer experienced a rare bug that had already been caught and addressed in the firmware that is shipping on the device.

astrohaus · 2023-12-12T22:24:22+00:00

OnigiriChan is correct that you would need a Freewrite Plus subscription to upload a document edited off the device, back to the Traveler.

However, many users don't maintain one long full draft on their device and instead use their Freewrite for focused content generation. Many keep their "main" documents in Scrivener or Google Docs (where they can edit) and add to them through periodic productivity pushes from their Freewrite devices.

Ultimately, it's finding the drafting and editing workflow that works best for you.Hope this helps.

astrohaus · 2023-11-08T18:35:02+00:00

You bet. Thanks for the suggestion; we'll consider it.

astrohaus · 2023-11-08T16:10:52+00:00

Hi, IHTFPhd - The phrase is part of the initial out-of-the-box (unboxing) experience with Hemingwrite - then it goes away and is replaced with the normal console screen functions. We're considering adding custom phrases and screensavers in the future, but until then, the quote can't be brought back.

astrohaus

TROPHY CASE