Support

Real help, from a person

Write to us and someone on the team will answer. Here is exactly what you can expect.

What we promise

• A reply within 2 business days

  Every message gets an answer from a person within two business days, Monday to Friday. Problems that stop you working are answered first.

• A fix or a plan within 14 days

  We aim to resolve a problem within 14 days of your first message. If it will take longer, we tell you why and when, and keep you updated until it is done.

• Your minutes are safe

  If a video fails, the minutes it used come back by themselves. If something we broke cost you minutes, tell us and we will put them back.

• No surprises during maintenance

  Planned maintenance is announced on the status page and in the app before it starts. Videos already in progress wait safely and carry on afterwards.

Common questions

What should I include in my message?

The email address on your account, the name of the video or clip, what you expected and what happened instead. A screenshot helps. Never send a password.

Where do I see if something is down?

The status page shows every part of the product, planned maintenance and any incident, updated every 30 seconds.

How do I cancel or change my plan?

In the app, open Billing. Changing or cancelling takes one click and you keep what you paid for until the end of the period.

I bought a lifetime deal. Is support different?

No. Lifetime customers get the same support and the same reply times as everyone else.

How do I report a security problem?

Email us with the word Security in the subject. Please give us a chance to fix it before telling anyone else.

See also the changelog, the roadmap and our terms.