Help & support
Sai and the team read every message. We reply within 24 to 48 hours.
Send us a message
Sign in and send it from the app. We'll see your plan and your videos, so you won't have to explain them.
Quick answers
My export failed or is stuck
Go back to the editor and tap Export again.
Minutes are used once, when a video is transcribed. Exporting again never uses more minutes, and if transcription fails, the minutes go back to your balance on their own.
On the Free plan, only finished exports count toward the 3 exports a month.
Still stuck? Sign in and send us a message and pick the video, so we can look at it.
How do minutes work?
Minutes are counted by the length of each video, rounded up to the next 15 seconds, with a 30-second minimum. A 33-second clip uses 0.75 min.
Free includes 3 minutes and 3 exports a month. Creator includes 90 minutes a month, Studio 240.
Some captions are wrong
Tap the caption with the mistake and type the right word. On a computer, double-click a line in the caption list. Your fix shows in the export.
Clear speech with little background music gives the best captions.
If many words are wrong, sign in and send us a message and pick the video. We read every report.
Payment, plan or cancelling
Plan & billing shows your plan, your next charge and your payments. You can cancel there too.
When you cancel, future charges stop and your plan stays on until the end of the period you paid for.
Charged twice, or a payment didn't go through? Sign in and send us a message and pick Payment or plan. We look at those first.
Can I get a refund?
Refunds follow our refund policy. It says which plans can be refunded and when.
If something went wrong on our side, sign in and send us a message and pick Payment or plan.
Posting to Instagram
Creator and Studio can post a Reel to Instagram right after export. Studio can also schedule it for later.
You need an Instagram professional account (Business or Creator), not a personal one. The video must be vertical, between 5 seconds and 10 minutes.
If a post fails, it stays on the Failed tab in Posts with Retry. Usual causes: a personal account, a video that is not 9:16 or not between 5 seconds and 10 minutes, or Instagram disconnected.
What videos can I upload?
MP4 or MOV. Free: 1080p videos, up to 3 min and 300 MB. Creator and minute packs: 4K uploads, 1080p exports, up to 5 min and 1 GB. Studio: 4K uploads, 1080p exports, up to 10 min and 1 GB.
Can't sign in from Instagram?
Links you open from Instagram open inside the Instagram app, where Google sign-in often doesn't work.
Tap the three dots at the top right, choose to open the page in your browser (Chrome or Safari), and sign in there.
Still stuck? Email us at hello@replixcaptions.com.