Auto Captions Not Working on CapCut Web After Purchasing Pro

Hi,

Thanks for explaining your issue clearly — you’ve already done a solid job troubleshooting. The fact that auto captions were working earlier and then stopped after a few successful attempts strongly suggests this may be a backend issue on CapCut’s side or possibly a temporary limit/glitch with your account.

Here’s a breakdown of what could be going wrong, plus specific steps you can take next:

Recap of what you've tried (and are good steps):

• Tested both .mov and .mp4 files with clear voice audio: This rules out file format or audio quality as the primary issue.

• Used short videos under a minute: This eliminates video length limitations as a cause.

• Switched to Incognito mode on Google Chrome: This helps rule out browser extensions or cached data interfering.

• Ensured the correct language settings are selected: Crucial for accurate caption generation.

Likely Causes

1. Temporary Server-Side Glitch: CapCut Web occasionally suffers from outages or tool-specific bugs (especially with AI tools like auto captions).

2. Usage Limits Even on Pro: Although Pro users should get unlimited captioning, some backend systems may still have a soft cap (e.g. per hour/day). This is often undocumented.

3. Account Sync Problem: If your Pro subscription hasn't synced correctly across CapCut Web servers, it will still be applying limitations meant for free users.

Additional Troubleshooting Steps & Considerations:

1. Sign Out & Back In

   • Log out of your CapCut account on the web.

   • Close the browser.

   • Open a new tab in normal (not incognito) Chrome and log in again.

   • Retry a short, clear video with captions.

2. Clear Browser Cache and Cookies (Even if Incognito helped):

   • While Incognito mode bypasses some cached data, a full clear can sometimes resolve deeper issues.

   • Go to Chrome settings > Privacy and security > Clear Browse data. Select "Cached images and files" and "Cookies and other site data." Choose "All time" for the time range. Restart Chrome.

3. Try a Different Browser:

   • Test CapCut Web on another browser like Microsoft Edge, Firefox, or Safari (if you have access). This can help determine if the issue is Chrome-specific.

4. Check CapCut Server Status:

   • Occasionally, online services experience outages or temporary glitches. CapCut doesn't have a public "status page" like some larger services, you can do a quick web search for "CapCut Web server status" or "CapCut problems" to see if others are reporting similar issues or try DownDetector. This is less likely if it was working for you just hours ago, but worth a quick check.

5. Review Your CapCut Pro Subscription Status:

   • Double-check your CapCut account settings to confirm that your Pro subscription is still active and recognized. There may be a rare instance where a payment didn't fully process or there's a temporary hiccup with the license.

6. Use a Different CapCut Workspace

   Sometimes the issue is project-specific. Create a brand new project from scratch, upload a short video, and try the Auto Caption again.

7. Smallest Possible Test Video:

   • Create a very short video (5-10 seconds) with just one or two clear words spoken. See if captions generate for this absolute minimal case. This helps isolate if the issue is with any caption generation or just with your previous videos.

8. CapCut Web Version/Updates:

   • CapCut Web, like any online service, gets updated. It's possible a recent update introduced a bug that's affecting captioning. Unfortunately, you can't "roll back" versions of a web app. If this is the case, you'll need to wait for CapCut to release a fix.

9. Internet Connection Stability:

   • While unlikely to cause an "couldn't be generated" error specifically, an unstable internet connection could theoretically interfere with the process of sending audio to CapCut's servers for processing. Ensure your connection is stable.

10. Contact CapCut Support:

    • This is the most crucial step if none of the above work. Since you just purchased Pro and it was working, this indicates a potential issue on their end.

    • Write an email to [email protected]. Provide them with:

      • Your CapCut account email/ID.

      • Date of Pro purchase.

      • A detailed description of the problem, including the exact error message: "Captions couldn’t be generated."

      • The troubleshooting steps you've already taken (as listed in your original problem description).

      • Mention that it was working immediately after purchase and then stopped.

Workaround While Waiting

If urgent, you can:

• Use CapCut Mobile (iOS/Android) to generate captions, then import the project back to Web.

• Use a free transcription tool like Whisper Web UI or [Veed.io] and upload the transcript manually.

Why this might be happening after purchasing Pro:

It's counterintuitive for a feature to break after upgrading to a paid version. Here are a few reasons:

• Server-side resource allocation: Perhaps there's a temporary glitch in how CapCut's servers are allocating resources to Pro users for captioning.

• New Pro features interacting unexpectedly: A newly enabled Pro feature may be conflicting with the captioning tool.

• Payment/Subscription sync issue: A rare but possible scenario where your Pro status isn't fully synced across all CapCut services, temporarily affecting Pro-exclusive features.

You’ve done the right steps already. It sounds like a temporary issue related to CapCut’s server or your Pro account sync. Try re-logging, clearing cache, testing on a different browser, and then contact support if it continues.

By systematically going through these steps, you should be able to either resolve the issue or gather enough information to provide CapCut support with a clear picture for them to assist you.