FAQs

I've changed phones or deleted the app. How do I restore my purchases?
Go to the shop by tapping the cart icon at the top of the main edit screen, scroll to the bottom, and tap "Restore Purchases".
I have switched devices between Apple and Android. How can I get my purchases back?
Since Android and Apple are totally different platforms, and purchases are localized to the account that you purchased them with, there is no way to transfer purchases between them. If you would like you could request a refund for your purchases that you had made prior to switching, and you could repurchase them on your new device! Here is how you can request a refund. Apple: To request a refund you just need to follow this link https://support.apple.com/en-us/HT202039 + scroll down to the section that says ‘Learn More’ + click ‘Request a Refund’. Android: To request a refund you just need to follow this link https://support.google.com/googleplay/answer/2479637 + select ‘Request a Refund’.
How can I get a refund?
To request a refund on Apple, go to this link: https://reportaproblem.apple.com and follow the prompts.

Contact

This should be easily fixed by restoring your purchases! You can do that by following these steps: Make sure that you are using the same Apple ID or Google Play account that you used to originally make the purchase + open a photo in the app + tap the shop button + scroll down to the bottom of the page + tap ‘restore purchases’. 

Apple:

To cancel your subscription you should follow these steps: Open ‘Settings’ + Select ‘Apple ID, iCloud, iTunes, and App Store’ at the top + Select your Apple ID at the top and tap ‘View Apple ID + Select ‘Subscriptions’, find and tap Filmm + Select ‘Cancel Subscription.

Android:

To cancel your subscription you should follow these steps: Launch the Google Play Store app + Tap Menu + Tap Subscriptions + Tap ‘Filmm’ + Tap Cancel.

Apple:

Apple handles all purchases and refunds on their end, so you will just need to request a refund from Apple! To do this you just need to follow this link: https://reportaproblem.apple.com and follow the prompts. They are typically really good about getting refunds taken care of quickly. Please let me know if you have any more questions or concerns. 💛

Android:

To request a refund you just need to follow this link https://support.google.com/googleplay/answer/2479637 + select ‘Request a Refund’.

Some things to check if you are getting an error message while trying to save:
1. Did you happen to delete or edit any of the clips that you put into your project before putting them into the app?
– If so, you would just need to restore the clip if you deleted it, or revert it back to it’s original form in order to save.
2. Did you run any of your clips through a third party editing app before importing them to Filmm?
– Often, this can interfere with saving because the app cannot recognize the file.
3. Did you import the photo to your device from a third party photo storage platform before importing it into Filmm?
– If so, please note this if you fill out the support description below as sometimes this can interfere with saving!

If none of these suggestions work for you, please fill out the form below and our support team will get back with you as soon as possible!

Filmm is not compatible with all third party apps. This means that you may be getting a crash when saving if you are running the photo/video through a third party editing app before Filmm. To see if this is what is happening, try importing a video that has not been edited in another app and see if you are still getting the crash.

Crashing is also often caused by a connection issue and can usually be fixed by uninstalling + reinstalling the app.

How to uninstall + reinstall successfully:

1. Make sure that you are using a strong internet connection

2. Uninstall app

3. Reinstall from the App Store

4. Restore purchases by clicking the ‘shop’ icon, scrolling to the bottom of the page, clicking ‘restore purchases’

If this does not work for you, please fill out our support form below. Some things that would be helpful to note are:
1. When in the editing process are you experiencing crashing (after adding an edit, when trying to save, when importing a photo, etc.)?
2. Are you getting a crash every time you take this action or is it random?
3. Did this just start happening?

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