Hi,
About two years ago, I purchased CapCut Pro for approximately 50 PLN per month. Today, my subscription expired, but it did not renew automatically, and I do not understand why. When I tried to subscribe again, I noticed that the price has increased - it is now tripled - which I find unfair, considering that I am a long-time user.
As I needed to finish and send my project, I purchased Pro again, but it did not apply to my account. I reinstalled CapCut, but that did not help. In my profile, I can see that I have an active Pro subscription, but when I try to edit a video, the app asks me to purchase a subscription again. When I attempt to join Pro once more, I receive the following message:
“Something went wrong. Transaction is processing. Check the result later.”
Hi,
It is very surprising to know that you paid, you can see the active Pro subscription in your profile, yet CapCut still behaves as if you are not subscribed. The “Something went wrong. Transaction is processing” message also suggests the app (or the app store) is stuck in a billing-validation loop.
Below is a clear explanation of what is likely happening and the exact steps you can take to fix it.
Why your subscription did not Auto-Renew & why the price increased?
Several things can cause a CapCut Pro subscription to stop auto-renewing:
1. The payment method failed during renewal
Even if your card worked before, payment failures happen due to:
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Card expiry
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Insufficient funds
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Bank blocking auto-renewals
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App Store / Google Play payment errors
When a renewal fails, the subscription ends and the price later reverts to the current market price, which can be higher.
2. CapCut has changed its pricing globally
CapCut increased Pro pricing in many regions in 2023, 2024 and 2025. You did not do anything wrong as your plan simply renewed at the new regional rate.
Why CapCut Pro is not activating even though you paid?
This is a known issue: CapCut sometimes fails to sync the subscription purchased via Google Play / App Store.
Generally caused by:
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CapCut account not linked to the same app store account
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CapCut servers failing to verify the purchase
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Pending transaction stuck in the store
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App cache corruption
Fixes which you can attempt now:
Restore purchases manually
This generally works most of the times:
On mobile
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Open CapCut
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Go to Profile → Settings
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Tap “Restore purchase” or “Restore subscription”
If it works, you should see Pro features immediately.
Make sure you signed into the correct account
CapCut ties subscriptions to the app store account, not only the CapCut profile:
Check:
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Are you logged into the same Google Play / Apple ID you used two years ago?
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Are you logged into the same CapCut account (TikTok / Google / Apple / Facebook)?
If not, log out and re-login with the correct credentials.
Force-sync with the app store
iPhone / iPad:
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Go to Settings → Apple ID → Subscriptions
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Confirm CapCut Pro is listed as active
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Open CapCut again and wait 1–2 minutes
Android:
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Open Google Play → Payments & subscriptions → Subscriptions
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Confirm CapCut Pro is active
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Restart device and open CapCut again
Clear CapCut cache (don’t delete the app again)
Android:
Settings → Apps → CapCut → Storage → Clear cache
iPhone:
Offloading the app helps:
Settings → General → iPhone Storage → CapCut → Offload App
Then reinstall (your projects stay safe).
Check if the transaction is stuck
Both Apple and Google sometimes show purchases as:
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Pending
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Processing
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Awaiting approval
If your store shows “pending”, CapCut will not activate Pro until the payment fully clears.
Contact CapCut directly if the payment went through but features are locked
Use official support: [email protected]
Attach:
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Screenshot from App Store / Google Play showing the active subscription
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Screenshot from CapCut where it asks you to buy Pro again
CapCut support can manually activate it on their side.
What to do right now
Since you urgently needed to finish a project, try these quick fixes first:
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Restore purchase in CapCut
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Verify same app store account
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Verify the purchase shows as active in your app store
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Clear cache / relaunch CapCut
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Wait 5–30 minutes (processing delays are very common)
In 70–80% of cases, the subscription unlocks after one of these steps.
If you can answer the below questions we can guide you further:
1. Are you on iPhone or Android?
2. Do you see the Pro subscription as active in App Store / Google Play?
Hi @admin I have sent an email but I get no answer or action...
"I am contacting you regarding an issue with the non-renewal of my CapCut Pro subscription. I received this contact address in response to my post at /community from @admin.
I have checked all the suggested troubleshooting steps, however I am unfortunately unable to restore the subscription on my own. I purchased CapCut Pro for desktop, therefore the subscription does not appear in my Google Play subscriptions.
I have now identified the cause of the issue. There was a security incident at my bank related to fraud attempts, as a result of which users’ cards were temporarily blocked for safety reasons. Unfortunately, I was not aware of this before the renewal date. I have since visited my bank and my card is now active and working properly.
Given that the subscription expired only recently and the issue was outside of my control.
I kindly ask to manually renew my CapCut Pro subscription."
The lack of response is not unusual with CapCut support, especially for desktop subscriptions, which are handled differently than mobile ones.
Why you are not getting a response?
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CapCut Desktop Pro subscriptions are not managed via Google Play or Apple, but through CapCut’s own billing system.
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First-line support is mostly automated and very slow which generally takes 7–14 days.
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Requests to “manually renew at the old price” are not prioritized, even when justified.
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CapCut does not guarantee price protection if a renewal fails even due to bank-side issues.
So you are morally right, but CapCut is not contractually obliged to restore the old price.
What CapCut realistically can do
CapCut support can:
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Manually rebind an active desktop Pro license to your account
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Cancel a duplicate or stuck transaction
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Issue a partial or full refund
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Apply temporary Pro access or a discount
CapCut cannot retroactively renew a subscription at an old price unless escalated
What to do now?
Reply to the same ticket don’t open a new one
Reply directly to the confirmation email you received (even if they didn’t answer yet). Add a follow-up message to your ticket.
This pushes the ticket out of the automated queue.
Submit a second request under the correct category
Go to CapCut app and click on Help → Submit a request
Choose:
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Category: Billing & Subscription
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Platform: Desktop
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Issue: Paid but Pro not activated
Paste your original message + add:
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Date of last successful renewal
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Date of failed renewal
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Date of new purchase
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Screenshot proof (very important)
This increases priority.
If they still don’t respond (last-resort options)
Option A: Chargeback (effective but final)
If:
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You paid
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Pro is not working
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Support is unresponsive for 7–10 days
You can request a chargeback from your bank.
This may lock your CapCut account, but you get your money back.
Option B: Refund + re-subscribe later
Ask explicitly for a refund a refund for the unused subscription, as Pro access was never granted.
This gets faster action than renewal requests.
In short
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You did nothing wrong
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The price increase is unfair but technically allowed
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Your best outcome is either:
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Manual activation
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Refund
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Temporary Pro access
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I added my card to try out the 7-day free access to features. On the last day, I canceled my subscription and even deleted my card. My app account showed and still shows that I canceled my subscription. I also checked and I had the money. But why was it debited just like that? And in the app, there is still no access to the pro features.Return the money !!! I have necessary screenshots and already wrote u
You mentioned that when you cancel a free trial, your account shows it’s canceled, yet money still leaves your card and you don’t get access to the pro features. Below is the reasons why that can happen and what you can do about it:
Why you were still charged?
Timing of cancellation and billing
Most free trials (like CapCut Pro’s 7-day offer) automatically convert into a paid subscription if they aren’t canceled before the trial ends and sometimes the system counts “last day” differently (a few hours earlier than midnight) depending on your device/store.
That means:
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Even if you canceled on the last day, the system might have already processed the renewal payment.
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These charges are generally considered valid because you agreed to the terms when you started the trial.
This is exactly how app stores like Apple or Google Play manage trials as they require cancellation before the trial period ends, not on the last day.
Why you lost access to Pro features?
Once the trial period ends and payment is charged:
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That payment starts a new regular subscription period (monthly or yearly) for which you were charged for.
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When you cancel after the payment goes through, you typically lose access immediately to pro features because the subscription is canceled going forward.
So your account status shows canceled, but the charge means you entered a real subscription period that didn’t yet expire.
Why it happened even without the card attached?
Removing your card after the charge doesn’t reverse the charge as it just prevents future charges. If the payment was already processed before the card was removed, the billing still completes normally.
Can you get the money back?
Possibly but it depends on where and how you were billed:
If you subscribed through Apple app store
You can request a refund through Apple’s system:
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Go to reportaproblem.apple.com
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Sign in with your Apple ID
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Find the CapCut charge
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Choose “Request a refund” and pick a reason (e.g., trial didn’t cancel in time)
Apple sometimes issues refunds even if the charge was technically valid, especially for first-time situations or misunderstandings.
Refunds may take up to ~30 days to show up depending on your bank/card.
If you subscribed through Google Play
You can request a refund in the Google Play app:
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Open Google Play Store
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Go to Payments & subscriptions → Budget & order history
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Find the CapCut Pro charge
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Tap Report a problem → I didn’t mean to subscribe
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Google reviews and approves on a case-by-case basis
If you subscribed directly or via a card on CapCut website
You need to:
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Contact CapCut support (email [email protected] or go through the CapCut app’s feedback/report option)
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Provide account details and explain that you canceled before the trial ended, yet you were charged.
CapCut’s policy may allow refunds within certain windows, but it’s usually handled via the platform that billed you.
Tips to improve your chances of a refund
- Include screenshots of your subscription showing “Canceled”
- Show trial start/end dates and the charge date
- Explain that you canceled before the trial ended but were still billed
This makes a stronger case whether you ask Apple, Google, or CapCut support.
Summary
| What happened? | Why? |
|---|---|
| You were charged after cancelling | The trial auto-renewed earlier than you expected; cancellation came after the billing trigger. |
| Your app shows “canceled” | That means future renewals won’t happen but the current billing cycle was already charged. |
| No access to pro features | Access ends when the paid period starts if you cancel right after payment. |
| You want a refund | You can request one through Apple/Google or CapCut support, but it’s not guaranteed. |
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