Hello. I'm contacting you for help with the following issue. I need to get in touch with CapCut support because I purchased a CapCut Pro license two days ago, but I haven't been able to access the platform. When I try to log in, I get messages like: "Something went wrong, please try again later." or "Could not log in, please try again later." I can't reset my password or log in from any device.
Has anyone else experienced this problem, or do you know how to resolve it or how to contact CapCut support? Thank you.
Thank you for your help.
Hi,
We are sorry to hear you having trouble accessing your CapCut Pro account after purchasing a license. This kind of login problem and subscription-recognition issue does happen to other users, and here is how you can approach resolving it including how to contact CapCut support directly.
Common Causes & Troubleshooting steps
Before contacting support, try these:
1. Make sure you are logging in with the same account you used to buy CapCut Pro
CapCut links your subscription to a specific login method (email, TikTok, Google, Facebook, etc.). If you sign in with a different method, the app may not recognize your Pro purchase.
2. Try different login methods / devices
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If you can’t login on desktop/mobile via email/password, try a QR-code login by scanning from the mobile app.
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Log out on all devices, reboot, then log in again.
3. Restore Purchase option on mobile
If CapCut shows a free version despite Pro being purchased, open the app → tap your profile → go to the Pro/Subscription page and look for Restore Purchase. This often re-syncs the subscription.
4. Update / Reinstall / Clear Cache
Make sure you are on the latest CapCut version, and consider clearing the CapCut cache or uninstalling + reinstalling.
5. Network & VPN
Try a stable Wi-Fi instead of mobile data (or vice versa), and disable any VPN/proxy connectivity problems can block login and subscription checks.
How to Contact CapCut Support
CapCut doesn’t provide a public phone support line for technical issues, but you have a few direct ways to reach help:
Email Support
You can email CapCut’s official support address:
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[email protected] – this address is the official CapCut’s contact for account issues.
Alternatively, you can reach out to this email ID: [email protected]
When you write the email:
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Include proof of purchase (receipt/screenshots)
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State the exact email/login method you used
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Describe the exact error messages
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Mention device/app version
In-App Support which is the recommended way
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Open CapCut app → Settings → Feedback
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Describe your issue, attach screenshots, and send.
In-app feedback gets routed directly to the technical team faster than generic emails.
Be prepared that response times can vary especially if it’s a subscription recognition bug and support may take 2–5 business days to reply, depending on workload.
Some times you might need to follow up after a day or two especially if your request gets pushed down by incoming load of requests.
Many people on our forums have reported similar issues (links provided above) where they face PRO subscription recognition issues usually tied to account syncing or login method mismatches.
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