Share a project with support

The fastest way to get help with a video is to send the project link with a short description of what went wrong.

Reach the team

• Open the Help page and select Live Chat.
• When you are signed in, select Help in the sidebar, then Live Chat. The end of the Help Center also has Chat with us.
• To tell us about a bug or ask for a feature, select Bug / Feature request in the sidebar, write your message, and select Send. The message opens a chat with the team.
• To report a problem with one video, select Report Issue on its card in your library.
• On the Creator Max, Studio and Studio Max plans, the chat bubble also shows in the corner of the app. On other plans it shows once you have a chat with the team, so you can follow the reply.
• To email instead, select Email Us on the Help page or write to [email protected]. Email also works when you cannot sign in.

Send the project link

1. Open the project or video that has the problem.
2. Click the address bar in your browser and copy the whole link.
3. Paste it into your message.

Tips:

• A project link contains /project/. An editor link also contains /edit. Keep the whole link, including everything after it.
• Copy the link. Do not type it by hand.
• For several projects, copy each link separately and write what is wrong next to each one.

Say what happened

Include:

• Your account email.
• What you tried to do.
• What happened, and what you expected instead.
• Any error message, copied as shown.
• For a problem in one scene or shot, which scene or shot it is.

For account questions, see Cancel your subscription or Delete your account. If those steps do not work, tell support which step failed.