Contact us
Whether you have a question about billing, need help with an export, or want to report a bug, we are here to help. Choose the channel that works best for you.
Email support
For billing questions, export issues, account help, or bug reports, send us an email and we will get back to you as quickly as possible.
Reach us at [email protected]. Please include your account email and a description of the issue so we can help on the first reply.
Typical response time is within one business day.
What to put in your message
A complete first email saves a round of back-and-forth. Send it from the address on your account if you can, then add the details that match your question.
- Billing or refunds: the pack you bought, the purchase date and the receipt email from Polar.sh, which handles our payments. For a refund, tell us why you're asking. The rules are in section 6.6 of the Terms of Service.
- Export or render problems: the asset name or link, the format you exported (WebM or ProRes 4444), the output size and the editor you're importing into. A screenshot of the problem tells us more than a paragraph does.
- Bugs: what you clicked, what you expected, what happened instead and which browser you use. Signed in? The Report a Bug button in the app sidebar sends it straight to the team.
- Account and data requests: write from the email on the account so we can confirm it's yours. The Privacy Policy explains what we store and how deletion works.
Community and Discord
Join the Video Effect Vibe Discord server for community help, feature requests, sharing creations, and connecting with other creators. It is the fastest way to get feedback from the team and the community.
Join the Discord server — open to everyone, no account required to browse.
Check these pages first
Plenty of questions already have an answer on the site. It's often quicker than waiting on an email.
- About Video Effect Vibe — learn how the product works and what you can create.
- Pricing plans — token packs, what each one includes, daily render limits and storage windows.
- Blog — tutorials for adding transparent WebM and ProRes 4444 overlays in Premiere Pro, DaVinci Resolve and other editors.
- Community assets — browse free motion graphics shared by other creators.
- Discord — see what other creators are making and ask how they did it.
Where we are
Video Effect Vibe is built by a team in Warsaw, Poland. Support runs in English, by email and on Discord. The About page has more on who we are.
Common questions
How do I ask for a refund?
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Email [email protected] from your account email and tell us why you're asking. First-time buyers can get a full refund within 7 days of purchase if they've used no more than 20% of the tokens, and duplicate or incorrect charges are refunded in full. The full policy is in section 6.6 of the Terms of Service.
Do I need tokens to download from the Community library?
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No. A free account can download one Community asset per day with a watermark. Downloads paid for with tokens have no watermark, and generating a new asset from your own prompt needs a paid pack.
My overlay doesn't look transparent in my editor. What should I check?
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Start with the format. ProRes 4444 is the safest choice in Premiere Pro, DaVinci Resolve and Final Cut Pro, while WebM with alpha suits OBS and the web. Transparent WebM can show glow or shadow artifacts in CapCut, so test it there before you build an edit around it. Still stuck? Email us the asset name, the format and the editor you're using.
Where can I suggest a feature?
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Post it in the Discord server. The team and other creators see it there, and people with the same need can add their own use cases to yours.
How do I delete my account and data?
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Email support from the address on your account and ask for deletion. Personal data is deleted within 30 days of the request, except where the law requires us to keep it. The Privacy Policy covers the details.