Help

Please check whether your subscription has been canceled. Here’s how to do it:

1. Log in if you’re not logged in to your account.
2. Click on the profile icon in the top-right corner of the page.
3. Select Account from the dropdown menu.
4. Scroll to the very bottom of the page.
5. If your plan status is Active, click the Cancel subscription button at the bottom of the page.

If your Premium subscription is not active but you were charged, it is possible that the subscription was purchased under a different email address. Please recall all possible email addresses you may have used to subscribe and check them using the instructions above.

If the subscription is canceled but charges continue, please contact our support team.

Please check whether you are logged into your account by clicking or hovering over the profile icon in the top-right corner of the page.

If you are logged in but Premium access is missing after payment, make sure you entered the correct email address during checkout. It’s possible that the subscription was accidentally purchased for a different account.

If you are certain that you are logged into the correct account and Premium access is still unavailable after payment, please contact our support team.

It’s possible that you have a subscription under a different account. Please recall all email addresses you may have used to subscribe and check whether you have another active subscription. If you find any unwanted subscriptions, cancel them. How to do this is described here.

If you are sure you have only one subscription but you were charged twice, please contact our support team and provide the payment receipts.

It’s possible that you have a subscription under a different account. Please recall all email addresses you may have used to subscribe and check whether you have another active subscription. If you find any unwanted subscriptions, cancel them. How to do this is described here.

If you are sure you have only one subscription but you were charged twice, please contact our support team and provide the payment receipts.

We understand that mistakes happen. If you accidentally clicked the wrong button and chose an annual subscription instead of a monthly one, please contact us within 12 hours after the purchase and we will try to help.

To change your payment method:

1. Log in to your account.
2. Find Payment method and click Change.
3. Select a new payment method from the available options and confirm your choice.

Your updated payment method will be used for all future billing. If you have any issues, please contact our support team for assistance.

We are sorry to hear you are having trouble completing your purchase. If your transaction is being declined, it is usually due to one of the following reasons. Please try these troubleshooting steps:

1. Check your card details. Double-check that you have entered the correct card number, expiration date, and CVV code (the 3 digits on the back). Even a small typo will cause the transaction to fail.
2. Check for sufficient funds. Ensure that the account linked to your card has enough funds to cover the purchase price.
3. Make sure online and international payments are enabled. Check your banking app or account settings to ensure that both Online Payments and International Transactions are allowed. Some banks block these features by default for security purposes, which prevents the charge from going through.
4. Check if your bank blocked the transaction. Your bank may have automatically declined the payment for security reasons or fraud protection. Check your mobile banking app for any alerts or notifications regarding the declined charge. If the transaction was flagged, please contact your bank to confirm the payment is legitimate.
5. Disable VPNs or Proxies. If you are using a VPN, Proxy, or strict firewall, it might trigger our payment processor’s fraud detection system. Try turning these off and attempting the payment again.
6. Try a different payment method. If possible, try using a different credit card or a different browser (e.g., Chrome, Firefox, Safari).

Still having issues? If you have tried the steps above and confirmed with your bank that the card is active, please contact our support team. We will help identify the specific error code.

Not at the moment, but we are considering enabling it in the future.

Not at the moment, but we are considering enabling it in the future.

If you’re having trouble logging in, please try the following steps:

1. Check your login details. Make sure you are using the correct email and password. Check for typos, extra spaces, or an incorrect keyboard layout.
2. Try private/incognito mode. In some cases, private browsing may block cookies or local storage required for login. Try switching to a regular browser window, or try incognito mode if login does not work in your normal session.
3. Reset your password. If you forgot your password, use the “Forgot Password” option to reset it.
4. Clear cookies and cache. Try clearing your browser’s cookies and cache, as this may resolve login issues in rare cases.
5. Try another browser or device. Use a different browser or device to check if the problem persists.
6. Disable extensions. Turn off ad blockers or privacy-related browser extensions, as they may interfere with login.
7. Use the correct sign-in method. Make sure you are signing in using the same method you used when registering (Google, Apple, email, etc.).
8. Check for service issues. Temporary problems with our servers or third-party providers may affect login. Please try again later.

If none of these steps help, please contact our support team and provide details about the issue so we can assist you.

If you don’t receive the password reset email, please try the following steps:

1. Check your spam folder. Sometimes automated emails are filtered as spam.
2. Verify your email address. Make sure you entered the correct email address, that there are no typos, and that you are using the same email you used when creating your account. You may have registered with a different email than the one you are trying now.
3. Wait a few minutes. Email delivery can sometimes be delayed. Please wait up to 10 minutes before trying again.
4. Search your inbox. Try searching for our company name or "Password Reset Request" in your email.
5. Check your email storage. If your mailbox is full, new messages may not be delivered.
6. Review your email security settings. Some email providers may block automated or system emails. Make sure our domain is not blocked.
7. Check corporate or school email filters. Work or educational email systems may delay or filter automated messages.
8. Confirm your sign-in method. If you registered using Google, Apple ID, or another third-party service, you may not receive password reset emails. Try signing in with that method instead.
9. Request the email again. Wait a few minutes between attempts to avoid temporary limits.
10. Check your internet connection. An unstable connection may prevent the reset request from completing properly.

If you still don’t receive the email after trying these steps, please contact our support team and include your registered email address so we can help you restore access to your account.

To delete your account, follow these steps:

1. Log in to your account.
2. Scroll down and click Delete account.
3. A confirmation window will appear.
4. Click Delete account to permanently remove your account, or Cancel if you change your mind.

Please note: Deleting your account permanently removes all associated data and cancels your Premium subscription. This action cannot be undone.

If you see a charge from us that you don’t recognize, it is usually due to one of the following reasons:

1. Subscription renewal. You may have subscribed in the past, and your annual or monthly plan has just automatically renewed.
2. Look-alike websites. We have noticed that there are websites that look similar to 123apps but are not affiliated with us. Please check your bank statement: our charges typically appear as PADDLE.NET* 123APPS or 123Apps. If the descriptor is different, you likely subscribed to a different website.
3. Household use. Someone with access to your payment method (e.g., a family member or colleague) may have made the purchase.
4. Unauthorized use. If you suspect your card details were stolen or used fraudulently by a third party, please contact your bank immediately to block the card.

If none of the above apply and you believe the charge was made in error, please contact our support team so we can assist you.

If the progress bar stops moving, it is often due to a connection issue. Please try the following steps:

• Check Your Connection. Ensure your internet connection is stable.
• Try a Different Network. Local internet restrictions or specific network settings (like in an office or school) may block access to our servers. Try switching to a mobile hotspot or a different network to see if that resolves the issue.
• Check VPN or Proxy Settings. If you are using a VPN or proxy, try disabling it or changing the server location. Sometimes these services can cause connection timeouts or be blocked by local providers.

This happens because the video is re-encoded during the saving process. Your original file likely used a high compression rate. To preserve visual quality, our editor applies standard bitrate settings, which may be higher than those of your original file. As a result, the exported file can be larger. To reduce the file size, try selecting a lower resolution or choosing a lower compression or quality setting.

This error usually means that our system encountered a problem with the specific format or structure of your source file. Video encoding is a technically complex process, and while we support the vast majority of formats, certain rare codecs or slightly corrupted files can sometimes cause the conversion to fail. Please contact our support team for assistance.

You can add standard text overlays to your video using the Text tool. However, subtitles and closed captions are not supported yet. We are actively working on this feature and plan to introduce it in the future.

The button has been moved to the top right corner and is now labeled Export. We updated the name to match the standard terminology used in most professional video and audio editing software.

Currently, video transitions (like cross-fades) and fade-in/out effects for video are not supported. We know these are essential features, and our team is actively working on adding them in upcoming updates.