Help centre

Answers.

The things people actually get stuck on. Ask in your own words, or browse below. If none of it fits, send us a ticket and a person will answer.

Getting started

Getting footage into a projectUpload your own files, pull in stock, or generate something, and what each one costs.Signing in and getting into your accountThe two ways to sign in, resetting a password, and what to do when you are locked out.What each plan includesHobby, Creator, Studio, Team and Enterprise, with the numbers the product actually enforces.Desktop and mobile appsGet Vidmoat for iPhone, Android, Windows or Apple Silicon Mac, and learn which features need an internet connection.Handing a job to a real editorWhat "Hand it to a pro" is, what it costs, and what access the expert gets.How support worksWhat happens when you send a ticket, what we can already see, and where replies go.

Troubleshooting

An upload failedWhat each upload error means, and the one you must not walk away from.A clip is black, blank or says Media missingThe three reasons a clip has no picture, and what fixes each one.Cloud storage is fullHow storage is counted, how to free it safely, and what cannot be deleted.

Editing

Will I lose my work?How autosave works, what the Saved indicator means, and the one thing that does not survive.Cutting, trimming and the keyboard shortcuts that existHow to split and trim a clip, the real key bindings, and where the audio and colour controls live.Adding captionsTwo different caption panels, what each costs, English only in the browser, and no SRT.Using a 3D model (.glb or .fbx)A 3D model is not footage. Render it as a video from the Media Library, then cut with that clip.Projects, folders and sharing with other peopleCreating, deleting and organising projects, and the only way to let someone else in.

AI features

The AI made no changesWhy a run can end without editing anything, exactly when credits come back, and when they do not.What the AI agent can and cannot doWhat it costs per run, which plans have it, the step limits, and the things it genuinely cannot do.Generating images, video, voiceover and stickersWhich plan each generator needs, what it costs in credits, and the caps.

Exporting

My export failedWhat each failure message means, what "stalled" is, and what you should do about each.Export settings, resolution and the watermarkThe formats and quality options, exactly what free exports are capped at, and how to get 4K.Downloading and sharing a finished videoWhere the file goes, how to get a public link, and how long exports are kept.Creator Studio: scheduling and autopostingA separate $9.99 subscription. Which platforms genuinely autopost today, and which do not.

Account & billing

How AI credits workWhat spends credits, what each action costs, when they reset, and what survives the reset.I have hit a limitEvery quota wall in the product, the exact message, and what actually clears it.Paying, upgrading and cancellingHow to buy a plan, where to cancel, and what happens to your access afterwards.Refunds and getting money backWhen a payment can be refunded, how to ask, and the automatic credit refunds for AI runs that fail.Getting more credits without payingThe milestones that pay credits, the free trial code, and the cheap ways to top up.

MCP & agents

Connecting Claude, ChatGPT or another AI assistantThe server address, how the approval works, and where to disconnect it afterwards.API access and keysAPI keys are a Studio feature. How to make one, what it can do, and how to revoke it.

Still stuck?

Send us a ticket and we will answer. If you are signed in it arrives with your plan and any recent errors already attached, so you do not have to describe them.