I am writing because I need urgent help to reactivate my account. I just paid for a Pro subscription yesterday to use it for my professional graphic design and video editing work, but now I am getting a message saying my account is blocked and I have no access at all. My daily workflow requires me to switch between five specific devices, including two desktop PCs, two laptops, and my smartphone. The lockout happened right after my supervisor, who handles the payments, tried to log in to check the billing status and the software.
It has been incredibly frustrating because the login process on the desktop and web apps does not allow a direct entry with my Outlook email. This forces me to use my phone every single time just to get into my workstation, which makes the whole process much slower. This clearly triggered some kind of security block across all my devices just because we were trying to manage the subscription and the payment details.
The worst part is that I have not received any confirmation emails, support solutions, or password reset links to my registered address, so I am completely stuck. This is a tool I rely on for my daily company projects, and I need to get back to work as soon as possible. Please, I need someone to manually review this, unblock my account, and help me find a more stable way to keep my sessions active without these constant blocks.
Account Email: comunicaciones@compurent.com.co
It has been over 24 hours now and my account is still locked. I have not received any assistance or updates from the support team either. This is extremely frustrating as I have work pending and I am still waiting for a solution.
Hi,
Your account may have been automatically locked by CapCut’s security system due to multiple logins from several devices and possibly a second person (your supervisor) accessing the account.
We can’t directly access or reactivate accounts, but we can help you send the correct urgent request to CapCut support so they can unblock it faster for you.
How to contact CapCut technical support team:
You can submit the request to:
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Or through the Help & Feedback option in the CapCut mobile app.
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Try logging in via “Continue with Google / Microsoft / TikTok” if you used those before.
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Avoid logging in from multiple devices at the same time until support resolves the lock.
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If your supervisor logged in from another country or IP, mention that in the support ticket.
Include a screenshot of the “account blocked” message and the payment receipt (App Store / Google Play / Stripe etc.). This speeds up recovery.
If your CapCut account is locked, you cannot fully open cloud projects, but there are a few practical workarounds that let you recover or continue working until support unlocks the account. Try these in order:
Open local project files:
If you previously edited on a desktop PC or laptop, many CapCut projects are saved locally on the device, not only in the cloud.
Steps (Windows):
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Open File Explorer
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Go to:
C:\Users\[YourUsername]\Documents\CapCut
or
C:\Users\[YourUsername]\AppData\Local\CapCut\User Data\Projects
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Look for folders containing:
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project files
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media cache
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draft folders
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Open CapCut Desktop (offline) and check Local Drafts.
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Even when the account is blocked, local drafts still appear.
Use offline mode on Desktop
If CapCut Desktop was already logged in before the lock:
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Disconnect internet
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Open CapCut Desktop
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Go to Drafts / Local Projects
CapCut allows editing without re-authentication when offline.
Recover media from Cache
If projects don’t open, you can still recover videos, images, and audio used in projects.
Check:
C:\Users\[YourUsername]\AppData\Local\CapCut\Cache
or
C:\Users\[YourUsername]\Videos\CapCut
You can find:
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exported videos
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cached clips
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thumbnails
This lets you rebuild the project quickly in another editor if needed.
Use your phone (if still logged in)
If your mobile CapCut app is still logged in:
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Open CapCut mobile
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Go to Projects
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Export:
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final videos
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project assets
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If possible, export XML or project backup.
Temporary alternative editor (if deadlines are critical)
While waiting for support, you can quickly rebuild projects in:
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DaVinci Resolve (free, professional)
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Adobe Premiere Pro
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Filmora
If you recovered your raw media from the cache folders, rebuilding usually takes much less time than starting from scratch.
Most important tip:
Do NOT uninstall CapCut until your account is restored uninstalling can delete local drafts and cache files.
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