A few things solve most problems faster than an email can:
Render failed or froze. Try Chrome or Edge on a desktop, and try HD instead of 4K — 4K needs a lot of memory. If it still fails, send us the message shown under the progress bar.
The video looks blurry. Your cover image is probably too small for the resolution you chose. HD wants at least 1200×1200 px, 4K at least 2400×2400 px.
Colors look wrong. Save your artwork as sRGB. Adobe RGB and CMYK files shift color in browsers.
Payment went through but nothing unlocked. Reload the page — the confirmation from Stripe can take a few seconds. If it still hasn't unlocked after a minute, email us with the payment receipt.
Refunds and technical issues
If a file you paid for failed to render or arrived corrupted, tell us what happened and we'll refund or re-issue it.