FAQ

macOS says the app "can't be opened". What should I do?

vsdx.app is signed and notarized by Apple, so a copy downloaded from our website opens normally on macOS 14 Sonoma or later. If you see this message:

1. Make sure you downloaded vsdx.app from vsdx.app/download. Copies from anywhere else may be modified or damaged. Delete them.
2. Make sure you dragged the app into your Applications folder rather than running it from inside the .dmg.
3. Check that your Mac is running macOS 14 Sonoma or later.
4. If it still won't open, download a fresh copy from vsdx.app/download and install it again.

If none of that helps, email support@vsdx.app with your macOS version and the exact message you see.

Is vsdx.app made by Microsoft?

No. vsdx.app is an independent app and is not affiliated with Microsoft. Microsoft and Visio are trademarks of Microsoft Corporation. vsdx.app reads and writes the Visio .vsdx file format so you can work with Visio users from your Mac.

Will files I save open in Microsoft Visio?

Yes. vsdx.app saves standard .vsdx files (the Visio 2013 and later format). Content you didn't change is preserved as it was, so editing a file someone sent you and sending it back works well. See Export and share.

Why can't I edit anything?

The free version opens files in read-only mode. You can still view, copy, print, share, and export PDF or PNG, but editing, saving, SVG export, and AI need a paid plan. If you've already bought one, make sure you're signed in with the same account you used to purchase. See Account and billing.

I bought a plan. How do I restore it on a new Mac?

Download vsdx.app from vsdx.app/download, click Sign in, and sign in with the account you bought with. Your plan and credits are tied to your account, so they come back as soon as you sign in. There's no license key to restore. You can review signed-in Macs on the Devices page.

How do I change the app's language?

vsdx.app follows your system language and supports English and Simplified Chinese. To change it, open Preferences (⌘,) and go to General > Language.

Is there a free trial?

No. There's no free trial and no sign-up bonus credits. The free version lets you open and view files at no cost so you can check how your diagrams look before you buy. See pricing.

Does Lifetime include unlimited AI?

No. Lifetime is lifetime use of the software. Like Pro, it includes 100 AI credits per month (about 10 diagrams). Extra credit packs never expire.

Does vsdx.app work offline?

Yes. Opening, editing, saving, exporting, auto layout, and beautify all work offline. Only AI diagram generation and signing in need an internet connection.

My old .vsd file opened, but connectors don't follow shapes. Why?

Older .vsd files are converted to a new .vsdx copy. In that conversion, connectors keep their position but aren't glued to shapes, and embedded images appear as placeholders. Reconnect the connectors once, and they'll follow from then on. Your original .vsd is never overwritten.

What are the current limitations?

• Copy and paste between different documents isn't supported yet (within one document works).
• There's no Windows version, no web version, and no real-time multi-person collaboration.
• Very complex Visio files (many masters, complex ShapeSheet formulas, macros) may not display completely. We don't promise 100% fidelity for every file yet.

If a specific file doesn't look right, sending it to support@vsdx.app helps us improve.

Can I get vsdx.app from the Mac App Store?

No. vsdx.app is only available from vsdx.app/download, and payments are handled by Stripe on our website.

How do I contact support?

Email support@vsdx.app. Including your macOS version, the app version, and (if relevant) the file you're having trouble with helps us answer faster.