Support

Direct support from the people who build the tools.

No chat bots and no ticket queue. Every email is answered within one business day.

Lost license or download
Enter your checkout email to retrieve fresh links instantly.
Recover my download
License activation issues
Ensure there are no accidental spaces in your key, or deactivate old machines in your account dashboard.
Email support
Bug reports
Include your Adobe Premiere version, operating system, and the "copy diagnostics" block from the plugin settings panel.
Report a bug
Refunds
GenLock and Shutter have a 14-day refund: reply to your receipt or email support directly. BaseCut is covered by its 14-day free trial instead, with no refunds after the trial.
Request a refund

Cut failed or can’t connect?

Check our status page. If our servers are down, you won’t be charged any credits, and we’re already working on a fix.

Put these three things in the email

None of it is required. All of it turns a two-day conversation into one reply.

The diagnostics block
In the panel, press Settings, then Copy diagnostics, and paste the result into your email. It is versions and paths only. It contains no footage, no transcript and no license key.
Your Premiere version
In Premiere, open the app menu and choose About. The full number, for example 26.2.2, not just “2026”.
Your macOS version
Apple menu > About This Mac. Include the chip line too, for example “Apple M2 Pro”.

The written guides