I am at my wits end. I purchased a year of pro service in November, used it for about a month, and then took a long break. I come back, and it’s like there is no record of me ever having access to pro service. I can see my receipt, I know I bought it, but the app shows no sign of that. I spent hours with support for both the app and also Apple, neither helped me in any meaningful way. Support here said that there was essentially nothing they could do right now and that I need to wait 1-5 business days for them to figure out why I don’t have access to the service I paid for in November??? So I just have to sit in my thumbs and wait potentially DAYS to finish my project? Has anyone had any better experiences with support? I’m so frustrated and upset I could cry I just don’t know what else to do.
Hi,
We are sorry to hear that. We know it is incredibly frustrating, and you are definitely not alone many CapCut Pro users have reported similar issues, especially when returning after a break or switching devices.
Here’s a breakdown of why this might be happening and what you can still try (even while you wait the 1–5 days):
Common causes of lost CapCut Pro access
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Account Confusion: CapCut Pro is tied to the exact login method you used (Apple ID, Google, TikTok, or phone/email). Logging in with even a slightly different method can make it appear like you have no subscription.
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Region Mismatch: If your region or App Store/Play Store country changed, it may not correctly reflect the Pro status.
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Apple Purchase Not Syncing with CapCut: Sometimes the App Store recognizes your subscription, but CapCut fails to fetch the receipt from Apple.
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App Glitch or Cache Issue: An outdated or corrupted cache may make your subscription appear inactive.
What you can try right now
1. Force restore the purchase
If you're using iOS:
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Open CapCut app → Tap "Me" or Profile → Tap the Settings gear icon (top right)
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Tap "Subscription" → Then tap “Restore Purchase”
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Make sure you are signed into the same Apple ID that made the purchase
2. Double Check Your Login
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Make sure you log in using the exact same method you used in November (e.g., if you used Apple ID, log in with Apple—not Google or TikTok)
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If unsure, check your email receipts or Apple ID purchase history
3. Try Web Version of CapCut
Go to https://www.capcut.com and log in — sometimes Pro features activate properly there even if the app is glitching. Test with a small project.
4. Reinstall CapCut (without losing projects)
If you're using an iPhone:
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Offload the app instead of deleting:
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Settings > General > iPhone Storage > CapCut > Offload App
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Then reinstall from the App Store
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This preserves your local data but may fix subscription bugs
5. Collect proof for escalation
While you wait:
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Take a screenshot of your Apple receipt (should show “CapCut Pro”, with date and transaction ID)
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Write down the Apple ID email and device you used
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Keep all screenshots and app behavior records ready to send in case you escalate
Still no fix? Escalate this way:
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Email: [email protected] (include receipt + Apple ID + issue)
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You can also leave a detailed review on the App Store — dev teams often monitor public feedback faster than internal support
After sending the receipt + Apple ID + screenshots, the issue is expected to be resolved within 24–48 hours, even though support initially quotes 5 days.
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