Support

System requirements

Exporting is done by your device's hardware video encoder, so speed and the maximum workable resolution depend on the chip, not on us. Keep at least three times your project's source size free on disk before a long export.

Common problems

Playback stutters while scrubbing 4K footage

Turn on Proxy editing in Settings. FilMode then previews from a 960p proxy and still exports from the original full-resolution file, so quality is unaffected. This is the single biggest win on mid-range Android hardware.

Export fails part way through

Most export failures are one of three things: not enough free storage, an imported clip whose source file was deleted or moved from the gallery, or a codec the device cannot decode (some 10-bit HEVC and AV1 files from other phones). Free some space, re-import the clip, and try exporting at 1080p to confirm. If it still fails, send us the export log — the failure screen has a Copy details button.

A clip shows a black frame or "media unavailable"

FilMode references your gallery files rather than copying them, which keeps projects small. If the original is deleted, moved, or was only in cloud storage and got evicted from the device, the reference breaks. Download the original back to the device, then tap the clip and choose Relink.

Audio is out of sync after changing speed

Check that Keep pitch is on (it is by default). If a specific clip is off, it usually came from a source recorded with a variable frame rate — some screen recorders and older phones do this. Re-encode it once at a constant frame rate, or split the clip at the drift point.

The preview freezes at a transition

This was a real bug in early builds and is fixed as of version 1.0. Update to the latest version. If you still see it, tell us the transition type, the project frame rate, and the exact clip lengths — that combination is what we need to reproduce it.

Automatic captions get words wrong

Captions are generated by an on-device speech model and will make mistakes, especially with background music, accents and proper nouns. Every caption is editable — tap it and fix the text. Reducing music volume before generating noticeably improves accuracy.

The app was killed during a long export

Aggressive battery optimisation on some Android skins stops background work. Exclude FilMode from battery optimisation in your system settings, keep the screen on during long exports, and make sure the device is not overheating — thermal throttling slows the hardware encoder dramatically.

Subscriptions and restoring purchases

Restore a purchase on a new device

Sign in to the same Google account you bought with, open FilMode, and go to Settings → Restore purchases. Purchases are tied to your Google account, not to a FilMode account — there isn't one. Purchases made in ProCut do not carry over: it is a separate app with its own products.

Cancel a subscription

Cancelling is done in the store, not in FilMode. Deleting the app does not cancel anything.

Open the Play Store → your profile picture → Payments & subscriptions → Subscriptions → FilMode → Cancel subscription. You can also do it in a browser at play.google.com/store/account/subscriptions.

You keep Pro features until the end of the period you already paid for.

Refunds

Google processes refunds, not us — use Google Play support, or the Report a problem link next to the purchase in your Play order history. If Google turns down a refund you believe you are legally entitled to, write to us and we will help — see Terms §9.

Your data and projects

Editing runs entirely on your device and we hold no copy of your projects, so we genuinely cannot recover work lost to an uninstall or a device failure. Export finished videos to your gallery, and keep source footage somewhere other than just the phone.

See Privacy Policy for what we do and don't hold, and Delete my data for removing everything.

Report a bug

Email [email protected] with the subject "Bug report". The more of this you can fill in, the faster we can fix it:

A screen recording is worth a page of description. Please don't send us footage you would rather keep private — we can almost always reproduce a problem with our own test clips once we know the steps.

Request a feature

Send it to [email protected] with the subject "Feature request". Tell us what you are trying to make, not just the control you want — knowing the goal often produces a better answer than the feature as asked. Requests that come up repeatedly get built first.

Report a security issue

Email [email protected]. Please give us a reasonable window to fix an issue before disclosing it publicly. We will acknowledge within 3 working days, keep you updated, and credit you when the fix ships unless you prefer otherwise. We do not currently run a paid bounty.