Have a question?
We're happy to help
Product questions, account issues, or partnerships — pick the channel that is easiest. On business days we reply on time. You will not disappear into an unwatched inbox.
Reach the right team
Support, partnerships, and invoices share one inbox. Put the topic in the subject so we can route it.
Support
Accounts, billing, how-to, recognition failures, Plus connection issues, and more.
support@aivideocap.comReply within 24 hours on business daysPartnerships
Channel deals, brand collabs, enterprise custom work, and bulk Plus. Put “Partnership” in the subject.
support@aivideocap.comReply in 1–2 business daysInvoices & finance
Business invoices, wire transfers, and header changes. Include the order id and billing details, and put “Invoice” in the subject.
support@aivideocap.comReply in 1–2 business daysLive chat
After you open the studio, start a chat from the bottom-right — best for urgent issues mid-job.
Open the studio →Online: 9:00–22:00From email to resolved, four steps
No complicated ticket form. Clear details get a faster reply.
- 01
Pick the right channel
Features and accounts go to support, deals to partnerships, invoices to finance. Wrong inbox still gets forwarded — it just adds a round.
- 02
Describe the scene
Include registered email or order id, browser, when it happened, and the exact error. A screenshot speeds things up.
- 03
We reply
On business days we confirm receipt first, then send a result or ask for missing pieces — not just “got it.”
- 04
We follow through
Refunds, invoices, and connection issues stay open until they are done. Reply on the same thread so the trail does not break.
The more complete the note, the faster the reply
Free processing happens in your browser — we cannot see the video file itself. Account, order, and error details beat a back-and-forth about which browser you used.
For payments or refunds, write from the email you used to order, and put “Refund” or “Invoice” in the subject so finance can route it.
- AccountRegistered email; if you never signed up, note roughly when you used it and which browser.
- OrderThe order id from the success page or email — required for refunds and invoices.
- EnvironmentBrowser name and version (Chrome / Edge, etc.) and Windows or macOS.
- What happenedWhen, the steps you took, the exact error, plus a screenshot if you can.
- What you wantFor example restore quota, resend connection details, issue an invoice, or a full refund.
Many questions don't need a reply
Quota, steps, and plan differences are already written in Help and Tutorials.
Help Center
Login, free runs, cancel/renew, and ready answers for common errors.
Open Help Center →Tutorials
From upload through captions, dubbing, translation, and covers — walk the flow step by step.
Open tutorials →Pricing & refunds
Free vs Plus, payment methods, and the 7-day unused refund.
Open pricing →Read these before you write
This only covers contact, invoices, and refunds. Feature details live in the Help Center.
Support email is answered within 24 hours on business days. Partnerships and invoices usually take 1–2 business days. Live chat is 9:00–22:00 daily — open it from the bottom-right after you enter the studio.
Yes. The free trial does not require an account — just email us. If it involves quota or history, include the browser and roughly when you used it so we can match the anonymous id.
Send company name, tax ID, receiving email, and order id to support@aivideocap.com with “Invoice” in the subject. Individuals can pay with Stripe cards or USDT-TRC20. Business wires go through the same inbox.
Within 7 days of purchase, if Plus connection benefits have not been used, you can request a full refund. Send the order id and registered email to support@aivideocap.com with “Refund” in the subject. Activated orders follow the terms. If setup failed, contact support first.
Check that the connection details on the success page and in email have not expired, then try another browser. If you still cannot get in, send support the order id, exact error, and a screenshot — we prioritize provisioning issues.
Check spam and confirm the sending address can receive replies. If we miss the promised window, write again on another channel or use live chat in the studio, and include when you sent the first email.
Or just try it first
Free needs no sign-up. Finish a video, then decide whether to write — or upgrade to Plus.