Support, billing and refunds

Last updated October 2, 2026

For help with a video analysis or purchased credit, email support@adscanvideo.com.

Analysis failed or got stuck

Refresh the analyzer page to reconnect to an active job. If a job ends in an error, its free allowance or paid credit should be restored automatically. A video link can fail when its platform blocks server downloads; if you own the file or have permission, try uploading it instead. For a video over 10 minutes, upload a shorter clip.

If the allowance or credit is not restored, email us the approximate time, chosen analysis mode, whether you uploaded or pasted a link, and any error shown. Share the job identifier if you have it. You do not need to send the video itself.

Receipts and invoices

Stripe Managed Payments emails the payment receipt or invoice to the email address entered at checkout. We do not email the AI report: it appears in your browser when the analysis completes. If you need help finding a receipt, use the payment email address in your message to us; do not send a card number.

Refund requests

Tell us the payment email address, approximate purchase date, and what went wrong. We will review the payment and job, restore a credit or arrange a refund when appropriate, and honor applicable consumer rights. A failed analysis should not consume a credit. Stripe handles payment and transaction support for Managed Payments purchases; we handle product-specific support.

Subscriptions

The $3.99 credit is a one-time purchase. The $39.99 monthly plan is available only when the pricing page shows an active Subscribe button. If you subscribe, use Manage billing on the pricing page or Stripe’s customer portal login from your checkout email to cancel or update a payment method. Canceling stops the next renewal; the current paid period remains available until it ends. Monthly analyses do not roll over. Sign in with your email before checkout and use an email sign in link if you change browsers. For older anonymous purchases, sign in on the original browser first to attach your credits. Contact us with your payment email if you need help.