FirstPass Support
Email firstpass@lightoncanvas.com and a person will reply — someone who knows the answer, though not always instantly.
Before you write
The user manual covers the whole application in detail. If your question is one of the below, the answer is here.
Common questions
FirstPass cannot see my card or camera
Check that macOS has given FirstPass permission to read removable volumes — System Settings ▸ Privacy & Security ▸ Files and Folders. Cards that mount in the Finder use the Fast path; cameras that do not mount are driven over PTP, which needs the camera switched on and not asleep.
Verification says a file failed
That is the feature working. FirstPass compares a checksum of the source against the copy it wrote, and re-copies anything that does not match. A file that still fails after a retry is reported rather than counted as a success — usually a failing card or a bad reader, and worth knowing before you format anything.
My ratings do not show up in Lightroom
FirstPass writes ratings and colour flags as XMP sidecars. Lightroom reads them on import, but not always for files already in a catalogue — use Metadata ▸ Read Metadata from File.
Can I download from several cards at once?
Yes, and to more than one destination at the same time. That is what FirstPass was built for: plug in every reader you own and let it work through them without swapping cards.
Where did my transfer report go?
To the destination folder for that job, as a CSV manifest, a PDF summary or an ASC MHL sidecar, depending on what you chose in Download settings.
Reporting a problem
Include these and it will be fixed much faster:
What you did, what happened, and what you expected instead
Your macOS version and your FirstPass version (FirstPass ▸ About FirstPass)
The camera or card reader involved, if it is a download problem
The exact wording of any message — a screenshot is ideal
Refunds
Purchases go through Apple, so refunds do too — request one at reportaproblem.apple.com. We cannot issue one directly, but if something is wrong with the application we would rather hear about it and fix it.