Got a question or something isn’t working? Check the frequently asked questions first. If yours isn’t there, write to us at clipmix@som.company and we’ll reply by email.
Frequently asked questions
What do you do with my video?
Your videos are yours alone. We never publish them or sell them, and the video files we use to create your clips are deleted from our servers as soon as you download the clip, or within 24 hours at most. All the details are in our privacy policy.
How much does it cost?
You get 30 free minutes a month to analyze videos: each device receives them every 30 days, and they don’t accumulate. After that you can subscribe or buy a minute pack. You see the prices in the app before you pay.
Does exporting use minutes?
No. Minutes are only used when analyzing a video. Exporting and re-exporting a clip is always free.
Why does my clip have a watermark and show me an ad?
Because it’s a free clip: its project was analyzed only with free minutes and you don’t have an active plan or pack minutes. Free clips carry the ClipMix mark in the bottom-left corner and, to export each one, you first watch a rewarded ad. Paid clips carry neither the mark nor the ad.
The analysis failed. Have I lost my minutes?
No. If the analysis fails, we refund your minutes automatically, and the project shows it with “minutes refunded”.
Where are my clips?
In your phone’s gallery, in the Movies/ClipMix album. They’re yours: they stay there even if you uninstall ClipMix.
I reinstalled the app. Have I lost my minutes and my projects?
If you reinstall it on the same phone, you get your account back with its minutes, its purchases and its projects. To keep editing a project, pick its video again and the app will recognize it without charging you again. Edits you didn’t export are lost. If you change phones or factory-reset yours, you start with a new account.
How do I cancel my subscription?
In Google Play › Payments & subscriptions › Subscriptions. Deleting your ClipMix account doesn’t cancel the subscription.
I paid and I don’t have my minutes. What do I do?
Tap “Restore purchases” in Profile. If they still don’t show up, write to us with your account ID.
Where is my account ID?
In Profile, below your account details. It looks like CM-XXXX-XXXX. Include it in your message and we’ll find your account faster.
How do I delete my account?
From the app, in Profile › Delete account. Without the app, on the Delete account page.
Which languages do the captions work in?
In English, Spanish, Portuguese, French, German and Italian. The language is detected automatically. The styles, words per line and colors are on the auto captions page.
Before you write to us
To help you sooner, tell us:
- your account ID (in Profile), if you have the app;
- what you were doing and what happened;
- your phone model and its Android version, if it’s a bug.
What we do with your message
We use your email, your message and, if you include it, your account ID only to reply to you. We delete messages 12 months after receiving them, or earlier if you delete your account. More details in the privacy policy.
Write to us
Write to us at clipmix@som.company.