account suspended due to multiple logins

Hi,

You are facing an account suspension issue on CapCut despite being on a Team Plan, which should permit multi-device access for collaboration.

Here's what you should know and what steps you can take:

Understanding CapCut Team Plans and Device Limits:

• CapCut Pro/Team Plans allow multiple device logins: While a single CapCut Pro membership allows usage on a certain number of mobile devices (up to 5), and includes PC and web access, a "team plan" is specifically designed for collaborative use.
• CapCut Workspace: CapCut offers a "Workspace" feature for teams, allowing members to collaborate on projects. Within a workspace, you can create "spaces" and invite members. While it facilitates collaborative editing, it's important to note that CapCut allows only one person to edit a video at the same time within a shared project. This is about editing permission rather than login access.
• The "Multiple Logins" Issue: The suspension message suggests CapCut's system detected simultaneous logins from different devices that it interpreted as a violation of its terms, even if you're on a team plan. This could be due to:
  • Exceeding the allowed device limit for your specific plan: Even team plans have a limit on how many individual users or simultaneous devices can be logged into the same account, or a shared account, at any given time.
  • Sharing your personal CapCut Pro account details (if not a dedicated team account): If you're on a personal CapCut Pro subscription and sharing login credentials with multiple individuals, this could be flagged as a violation, as those plans are typically for individual use across a limited number of your own devices.
  • Unusual login activity: If logins are detected from vastly different geographical locations in a short period, it might trigger security flags.
  • Using unauthorized versions or methods: Using unofficial CapCut versions or methods to bypass restrictions can lead to suspensions.

What to Do Now:

1. Review CapCut's Terms of Service and Team Plan Details:

   • Carefully read the CapCut Terms of Service, specifically sections related to account usage, multi-device access, and team plans.
   • If you have a specific "team plan" subscription, check the details of that plan to understand the exact limitations on the number of users, devices, or simultaneous logins it permits. This information should be available in your CapCut account settings or on their official website's pricing/plan section.
2. Check the Notification Details
   • Screenshot or copy the exact message from CapCut about the suspension.
   • Note the timestamp, device details (if mentioned), and any error codes.
3. Confirm Your Team Plan Status
   • Log in to CapCut Web and go to Account Settings > Subscription.
   • Verify if your Team Plan is active and your team members list is correct.
4. Try Accessing from a Single Trusted Device
   • Log out from all devices.
   • Clear cache and cookies.
   • Log in using the email/account associated with your Team Plan on just one device to test access.

5. Contact CapCut Support Immediately:

   • CapCut doesn’t automatically suspend team accounts unless:
   • There’s suspicion of unauthorized sharing.
   • One account is being used outside team policy.
   • There’s an internal system error.
   • Mail to [email protected]
     • Explain your situation clearly:
       • State that your account has been suspended due to multiple logins.
       • Mention that you are on a "team plan" (or CapCut Pro with team features, if that's the case).
       • Provide any relevant account information, such as your user ID or the email associated with the account.
   • Helpful Info to Include in Your Message:

     • Account email or ID

     • Team plan subscription proof (screenshot if possible)

     • Names/emails of authorized team members

     • Approximate time the suspension occurred

     • Devices used (e.g., Windows laptop + iPhone 15)

6. Clarify Your Team Setup:

   • Be prepared to explain how your team uses the CapCut account. For example, if you're using CapCut Workspace, clarify that you are inviting members to a shared space, rather than everyone logging in with the exact same credentials from different devices at the same time.

7. Avoid Repeated Logins (for now):

   • While you're waiting for support, try to avoid logging into the suspended account from any device, as this might worsen the situation or delay the resolution.

8. Consider Temporary Alternatives (if urgent):

   • If you have immediate editing needs, you might need to explore temporary alternative video editing software while your CapCut issue is being resolved.

By clearly communicating with CapCut support and providing them with the necessary context about your team plan, you have the best chance of resolving this suspension and regaining access to your account.