Restricted Access Into New Device

Hi,

The "restricted access from new device" email after an update strongly suggests that CapCut's security system has flagged your PC login as suspicious, possibly due to a change in device identification after the update.

Your CapCut account has triggered a device restriction or security lock, likely because:

• You tried logging in from a PC after an update.

• CapCut detected it as a new device or unusual activity.

• The system flagged it for security reasons, restricting access.

Since you have a yearly subscription, you should absolutely be able to use it across multiple devices — especially your own phone, PC, and laptop.

Here's how you can approach this, keeping in mind the urgency since you need to work:

1. Immediate Actions & Troubleshooting:

Check All Devices and Logout Others

• On your mobile, open CapCut.

• Go to Settings > Account > Manage Devices.

• Try logging out of old or unused devices.

• Check the Email Details Carefully:
  • Does the email clearly state which device is restricted?
  • Is there a link in the email to "verify this device" or "unblock access"? If so, only click it if you are absolutely sure the email is legitimate and from CapCut. Phishing scams are common. Verify the sender's email address.
• Try Logging in from a Different Browser (on PC): Sometimes, browser cache or extensions can interfere. Try logging into CapCut's web version from an incognito window or a different browser (e.g., if you use Chrome, try Firefox or Edge).
• Clear CapCut Cache and Data (on PC):
  • For the CapCut Desktop App:
    • Close CapCut completely.
    • Go to your PC's app settings (Windows: Settings > Apps > Apps & features; macOS: Finder > Applications, then look for CapCut and check its options).
    • Look for an option to "Repair," "Reset," or "Clear Cache/Data." This might be necessary after an update.
  • For the CapCut Website: Clear your browser's cache and cookies for the CapCut website.
• Restart Your PC: A simple restart can sometimes resolve software glitches.
   
• Check Your Internet Connection: Ensure your PC has a stable and reliable internet connection.

2. Contact CapCut Support:

Since you have a paid yearly plan and received a specific email about restricted access, contacting CapCut's official support is the most direct and effective way to resolve this. You will receive dedicated support since you are a CapCut PRO member.

Here's how to do it:

• Write an email to [email protected].
• Explain Your Situation Clearly:
  • Mention you have a yearly access plan.
  • Explain that you updated the PC app.
  • State that you received the "restricted access from new device" email.
  • Provide your account details (email address associated with your CapCut plan).
  • Mention the specific error message you're seeing on your PC.
  • Attach:
    • A screenshot of the error or email
    • Your CapCut account UID (find it in your mobile app under account settings)
    • Proof of purchase (email receipt or screenshot from Play Store/App Store)
• Be Patient but Persistent: Support response times can vary. Keep track of any ticket numbers they provide.

3. While You Wait (Workarounds):

• Use CapCut on Your Mobile Device or Laptop: Since you mentioned you have a mobile and a laptop that are linked to your account, you should still be able to access and work on CapCut from those devices. This is crucial for continuing your work in the short term.
• Consider CapCut Web Version: If the desktop app is the issue, try using the web-based version of CapCut on your PC's browser (if it's not the restricted device).
• Try using TikTok login or Google login.

What Might Have Happened (and why it's a security feature):

• Device Fingerprinting Changes: When software updates, especially major ones, they change how they identify your specific PC. CapCut's security system then see your "updated" PC as a "new" or "unrecognized" device, triggering the restriction.
• Login Attempts from a Different IP/Location: If your PC's IP address somehow changed significantly (e.g., you started using a VPN, or your ISP assigned a new IP), this could also trigger a security alert, but the update is a more probable cause in your scenario.
• Attempted Unauthorized Access (Unlikely, but why the system is there): The system is designed to protect your account from someone trying to log in from an unknown device. It's an inconvenience when it's you, but it's a necessary security measure.
• Avoid logging in/out too many times across devices in a short period — CapCut may trigger more restrictions.

Key Takeaway:

The most important step is to contact CapCut customer support directly. They have the tools and information to verify your account and unblock your PC. In the meantime, use your mobile or laptop to continue your work.