Support
A little help, right here.
Help with the video in front of you.
CaptionAddr@gmail.com is monitored for support and privacy requests. Please send your app version, device model, operating-system version, what happened, and the step where it happened. Don’t send private videos, passwords or payment details.
These instructions include the upcoming version 1.5. Earlier versions may use different labels or have different recovery behavior. The App Store listing shows the version and platforms currently available.
Your first captioned video
- On iPhone or iPad, tap Select Video and choose one clip with the Photos picker. If the clip is in iCloud, let Photos finish downloading it. For Mac instructions, see Using CaptionAddr on Mac.
- Start caption generation. The English model runs locally; keep the app open while it works.
- Open Edit Captions (called Caption View in earlier versions) to review and edit words. Delete unwanted words or use the move controls or drag handles to reorder them. Undo and Redo are available for caption edits; they are not a way to restore a discarded project.
- Choose a font and caption styling, then preview the whole clip. Caption timing is generated automatically; there is no dedicated per-word start/end-time editor.
- Export and allow Photos access when asked to save the finished movie. Use Share Video after saving if you want to send a copy elsewhere.
Free supports clips up to 2 minutes; Pro supports clips up to 30 minutes. The app works with one current project. Keep original videos and important exports in your library.
When something gets in the way
My video won’t import
Check the clip length against your plan and make sure the video can play in Photos. Download iCloud originals first and free up storage for a working copy and export. The picker selects one video at a time.
If a format cannot be read, make a compatible copy with a trusted video tool and keep the original. Don’t repeatedly reset a project that contains unsaved work.
Captions are missing, wrong, or stop partway through
Check that the original has audible English speech throughout. Note where captions stop and whether the gap is visible in the preview, the saved video, or both. Update the app and retry caption generation if available, preserving any manual edits first.
If it persists, email your app version, device, video length and approximate cutoff time. A description is enough to start; you don’t need to send your private media. Automatic speech recognition can miss words, and an update does not automatically replace an existing saved transcript.
Transcription is slow or was interrupted
Long videos take more processing, memory and storage. Keep CaptionAddr in the foreground and let an overheated device cool down. Reopen the app to see whether the project can be recovered. Avoid uninstalling the app or deleting the source while trying to recover work.
The app is not a cloud backup service. Background execution on iPhone and iPad is controlled by the operating system, so locking the device or switching apps can interrupt processing. On Mac, processing can continue while you work in another app; sleep, quitting or a system interruption can still stop it.
The model isn’t ready
The standard app includes its English transcription model. If model preparation or verification fails, the recovery path may need internet access to download model files. No video or transcript is sent with that download. Check storage and connectivity, then retry.
Export or saving to Photos failed
Check available storage and CaptionAddr’s Photos permission in your device’s Settings or System Settings. Keep the app open during export. In version 1.5, if rendering finished but saving to Photos failed, correct the permission or storage problem and tap Export Video again. The app can reuse the completed render while it remains available and the captions, style and watermark are unchanged. Editing them requires a new render. Preserve the project while retrying.
Report whether the failure happened during rendering, Photos saving, or sharing. Exported movies are re-encoded; verify orientation, caption position, color, resolution and sound before publishing, particularly for HDR or variable-frame-rate sources.
Where are my projects and saved videos?
CaptionAddr keeps its current project locally. Completed movies saved to Photos are separate copies. Confirming a replacement project or resetting discards current work; canceling the replacement picker keeps it. Uninstalling can remove app-stored media and edits, and on Mac some app data can remain after the app is removed. There is no cloud project library or cross-device project sync.
Recovery is best effort. Keep your original video, and save important completed exports outside the app.
Using CaptionAddr on Mac
The Mac version is being prepared for release and requires macOS 14 or later. The App Store listing determines download availability. These instructions describe the upcoming Mac app.
- Import: Select Video opens a file picker. You can also drop one video file into the studio, or choose File → Import from Photos. CaptionAddr creates a working copy and leaves the original unchanged.
- Export: Export Video opens a save panel so you can choose a file destination. Canceling the panel keeps your current project and completed render available. File → Export to Photos saves a separate copy to your Photos library and needs Photos permission.
- Shortcuts: Command-O selects a video file; Shift-Command-O imports from Photos; Command-E exports; Command-comma opens settings.
- Storage: Project files stay on that Mac. Files saved outside the app are separate; destinations such as iCloud Drive can sync according to your settings. There is no project sync between Mac, iPhone and iPad.
Long videos need free storage and processing time. Performance varies by Mac; older Intel models can take longer. An active subscription does not make an unsupported device compatible.
Purchases, restoration and cancellation
I paid for Pro but the app shows Free
Use the Apple Account that bought the subscription and check that it is active in Apple’s subscription settings. In CaptionAddr’s subscription/settings screen, choose Restore Purchases. Internet access may be needed for restoration and verification.
If access is still wrong, contact support with your app version and what Apple’s subscription screen shows. Do not buy again just to troubleshoot or send your Apple Account password. We may ask for limited purchase information if needed to investigate.
My purchase is awaiting approval
Apple may require approval before completing a purchase, including through Ask to Buy. In version 1.5, CaptionAddr displays a pending-purchase message. Pro becomes available after Apple approves and confirms an active purchase. A pending request is not confirmation of paid access; don’t purchase again to try to bypass it.
How do I cancel or avoid a trial charge?
On iPhone or iPad, open Settings → your name → Subscriptions → CaptionAddr. On Mac, use the App Store’s account settings, or manage subscriptions with Apple. Pro is monthly and renews automatically unless canceled. For a free or discounted trial, cancel at least 24 hours before it ends if you do not want renewal. Apple displays the price and offer terms before purchase.
Deleting the app, resetting a project or contacting support does not cancel your subscription. Cancellation, remaining access and trial treatment follow the terms shown by Apple and applicable law. Apple’s cancellation instructions.
How do I request a refund?
Request an App Store refund from Apple. Apple decides eligibility under its policies and applicable consumer law; a refund is not guaranteed. We cannot directly reverse an Apple charge. You can still contact us about a faulty app or your statutory consumer rights.
Privacy and accessibility help
For data requests and controls, use Privacy Choices. If a page or app control is hard to use with assistive technology, report an accessibility barrier. We’ll work with you through the monitored support email.
Report a website security issue
If you notice a possible security problem on captionaddr.com, email our security contact. Include the affected page, your browser, what you observed and the minimum steps needed to explain the issue. A description is enough to start.
Do not send passwords, access tokens, private videos or another person’s information. If you encounter exposed data, stop accessing it and report its location without copying the contents. This contact route does not authorize accessing other people’s data, disrupting services or testing third-party systems, and it does not promise a reward or a particular response time.