Keep creating.
We’ll help with the rest.
Questions about your account, a payment or an export? You’re in the right place.
We aim to respond within 2 business days, Monday–Friday, excluding public holidays in Ontario.
Account access
I haven’t received a confirmation or reset email
Check Spam and Promotions, and use the newest email only. You can resend confirmation from sign-in or request a fresh password reset. Give it a minute before retrying.
My email link has expired
Request a new link from sign-in. Email links expire and can be used only once. Open the latest message and choose Continue securely.
I want to delete my account
Email support from your account’s address. We’ll verify ownership and help with your account and cloud designs. If you have an active subscription, cancel renewal through Manage subscription as well. Read about data retention.
Plans & billing
How do I cancel or update my card?
Open Plans & credits while signed in and select Manage subscription. You can cancel renewal, update your payment method and view invoices. Cancellation takes effect at the end of the paid period.
I paid, but my plan hasn’t updated
Use Refresh account in Plans & credits. If it still hasn’t updated, send support your account email, payment date and invoice number. Avoid making a second payment while we check.
How do plan changes and refunds work?
Contact support to change plans. Purchases are generally non-refundable, except where required by law or for a verified billing error. If you see a duplicate charge or an unusable export, contact us with the details so we can investigate. Read the refund policy.
Export credits
When are credits used?
Editing is credit-free. The export button shows the cost before you export. Credits are reserved during export and charged when the downloadable file is prepared. Recognized failures and cancellations release the reservation.
When do credits refill or expire?
Free accounts receive 200 one-time starter credits. Pro includes 1,000 credits each month and Ultimate includes 3,000, including on annual billing. Monthly credits reset without rollover. Top-ups expire at your next monthly refill.
My credit balance looks wrong
Refresh your account in Plans & credits. If the balance still seems incorrect, send the export time, export type and what happened. We’ll check the credit record before making a correction.
Images & video
An export failed or looks different
Save your design first. Check that hardware acceleration is enabled and try an updated Chrome or Edge browser. If a video looks different in another player, compare it in your browser too. Send the browser and device, export settings, approximate time and a screenshot of the issue.
Where is my exported file?
Images and videos download to your device; they are not stored in your cloud design library. Check your browser’s downloads and your device’s Downloads folder. Your browser and device determine the available video format.
Saved designs & artwork
Device saves and cloud saves
Device saves are stored in that browser. Clearing its site data can remove them. Pro and Ultimate can save editable designs privately to their account and reopen them on another device. Cloud storage contains editable designs, not rendered exports.
My artwork won’t upload
Choose a PNG, JPG or WebP smaller than 10 MB. A design can contain up to 8 artwork layers. Try a smaller image if the device runs out of memory.
How do I report an artwork rights concern?
Email support with the affected page or design reference, a description of your rights and a way to contact you. Share only what we need to investigate. Read the service terms.