Support
Last updated 31 October 2026
A person reads every message. Write to us about a scan that failed, an export that does not open, a payment or your account.
Your ticket is . A person reads every message. We answer by email at , where a confirmation with the ticket number is on its way.
Reference
Prefer email? Write to [email protected].
Send an error report from the app
When something goes wrong in the app, the Log button in the top bar shows a red count of the errors. Click it to open the debug log. It lists each error with its time, where it happened and its reference.
Choose Submit report at the top of the log. The report covers the clip you have open, or the app as a whole when none is. Say what you were trying to do and press Send. Share the video file is ticked, so we can use the clip to reproduce the problem. Untick it to send the report without the video. You get a report id to quote if you also write to us.
A report sends the debug log, the clip's facts (format, size, resolution, frame rate, length and an anonymous id of the file, never its name), your plan and the app versions. Your IP address is recorded with it. A shared video is deleted after 30 days. The privacy policy says what a report contains and how long we keep it.
What to include
- The reference from the error. Error messages end with
Ref:and an id, and a problem report shows its report id. Copy it into your message. It lets us find exactly what happened on our side. - What you were doing, in a sentence or two.
- Your browser and its version, and your operating system.
- The clip: its format (for example MOV with ProRes 422, or MP4 with H.264), resolution, frame rate and length. For a project, the editor and its version.
If you came here from a link in the app, the form above sends the reference from the error with your message. It is also in this page's address, after ref=.
For a failed clip, the quickest way is often Report next to the clip in the queue. It sends us the debug log and the clip's facts in one go, and you can share the video so we can reproduce the problem. The privacy policy says what a report contains and how long we keep it.
Teams and studios
Bulk licensing and invoicing for a team or studio are handled by email. Write to [email protected] and say how many seats you need and which editors you cut in (Premiere Pro, DaVinci Resolve, Final Cut Pro).
Contact form
The form at the top of this page reaches the same inbox as Contact support in the app's Settings. If you are signed in to the app in this browser, we answer at your account's address. Otherwise give the address we should answer. The form confirms your message with a ticket number by email. An error in the app also has a Write to us link that sends its reference with your message.
Quick answers
How do you get an invoice, change the saved card or cancel the monthly plan?
Open Settings in the app, Plan & billing, and choose Manage billing. Stripe's billing page shows your invoices, lets you change or remove the card and cancel.
How do you delete your account?
Settings, Security, then Delete your account. Write to us first if you have pack hours left or want a copy of your data.
Where are the plans and refunds explained?
The FAQ answers common questions about the plans, including the pack upgrade offer. The terms of service explain the free plan, the two paid plans, refunds and cancellation.