Can I get a refund?

A failed sync or render returns the credits used for that attempt. A credit return is separate from a refund to your card.

Failed syncs and renders

• If analysis fails, the credits reserved for that attempt are returned.
• A render may retry automatically. At final failure, the credits spent on that purchase are restored automatically.
• If it used your first free clip, that free clip is restored instead of credits.
• A failed 4K upgrade does not remove your earlier HD purchase.

Open your balance control and check Recent activity in Your credits. Reopen the project and read the message and current Download price before trying again: a new attempt can spend the returned credits. See Render failed.

If a return is missing after final failure, or the same render keeps failing, choose Email support in Help with the project and the message. Help can check your account's recorded returns, but cannot retry work or issue refunds itself.

Card payments and unused credits

For a duplicate payment, a card refund or a problem with unused credits, choose Email support in Help and explain what happened. The team needs to check the payment; credit history alone cannot confirm a payment or card refund. A refund is not guaranteed. Do not send card numbers, passwords or sign-in codes.

A refunded or disputed credit payment removes credits from the account. See Refunded top-ups. These same steps apply inside Ditto; stay in the video maker and use your Ditto account.