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Files and conversions

My video or audio will not convert
  • Check the file plays in another app. A damaged or partly downloaded file cannot be converted.
  • "Unsupported file": the codec inside cannot be decoded by your browser. Try the latest Chrome or Edge on a computer; they decode the most formats.
  • "No audio track": the video has no sound to extract or transcribe.
  • "No speech was detected": the recording is silent, music only, or very quiet.
iPhone videos (MOV, HEVC)
Use MOV to MP4; it makes a video that plays on Windows, Android and websites. If a MOV will not open, AirDrop or email it to yourself as the original file (not a shared link). Very long 4K clips are heavy for a phone; a computer is faster.
Which browsers work? It is slow or stops halfway
The latest Chrome, Edge, Safari and Firefox. Video is processed on your device with its hardware encoder, so speed depends on your computer or phone. Keep the tab open and in front until it finishes, close other tabs, and plug in a laptop. Screen recording needs a desktop browser; phones do not allow it. Transcription downloads its speech model once, so the first file is slower.

Free plan and limits

What does the free plan include?
Every tool is free: up to 3 files at a time, files up to 250 MB, transcription up to 10 minutes per file, GIFs up to 15 seconds and screen recordings up to 5 minutes. There is no daily limit. Pro takes files up to 2 GB, removes the time limits and adds ZIP download. On iPhone and iPad before iOS 26, and in Safari on a Mac before macOS 26, transcripts are limited to 10 minutes per file on every plan (why).
Why was my file skipped, too large or too long?
The free plan handles 3 files per batch up to 250 MB each, and transcribes up to 10 minutes. Extra files are skipped, not lost. Shrink a video with Compress video, cut it with Trim video, or get Pro for files up to 2 GB and no time limits. On iPhone and iPad before iOS 26, and in Safari on a Mac before macOS 26, transcripts are limited to 10 minutes per file on every plan (why).
Why can't I transcribe more than 10 minutes on my iPhone, iPad or Mac?
On iPhone and iPad before iOS 26, and in Safari on a Mac before macOS 26, transcripts are limited to 10 minutes per file on every plan, because of browser memory limits. For a longer recording, use Chrome, Edge or Firefox on a computer, or update to iOS 26 or macOS 26 if your device supports it.

Bought Pro on or before October 30, 2026, and need longer transcripts on one of these devices? Email support@vidverter.com from the address you paid with and we will refund you in full, even after 14 days.

License key and Pro

I lost my license key. Where can I find it?
  1. Open the customer portal.
  2. Enter the email address you used at checkout. Polar, our payment partner, emails you a one-time sign-in code.
  3. Open your purchase and copy the license key.
  4. Paste it in Pricing → Activate your license key.
You can also search your inbox for the purchase email from Polar; the key is in it.
How do I use Pro on another device or browser?
There is no account: Pro is unlocked per browser with your license key. On the other device, open vidverter.com, go to Pricing → Activate your license key and paste the same key. Copy the key from your purchase email or the customer portal.
My license key does not work
Check these in order:
  • Copy the whole key, without spaces before or after it.
  • "This key is for another one of our products": each product has its own key. Activate it on the site where you bought it.
  • "Not valid or the subscription has ended": open the customer portal and check that your subscription is active and the last payment went through.
  • "Could not reach the license server": an ad blocker or company network may block api.polar.sh. Allow it, or try another network, then activate again.
It says the key is active on the maximum number of browsers
Free up a slot yourself: on a browser you no longer use, open Pricing → Activate your license key and choose Remove key from this browser. Then activate again on the new one. If that browser is gone (a lost or reset device), email support@vidverter.com with the last 4 characters of your key and we will reset it.
Do I need an account?
No. There is no sign-up. Your license key is your proof of purchase, and the customer portal lets you manage the purchase with just your email.

Billing, invoices and refunds

Where do I get an invoice or receipt?
Polar is our merchant of record, so invoices and receipts come from Polar. Open the customer portal, sign in with your checkout email and download them from your orders. You can add a company name, address and tax ID to an invoice there.
I do not recognize a charge from Polar
Purchases from Vidverter appear on your statement as Polar, our payment partner. To see what it was for, sign in to the customer portal with the email you may have used. If it was not you, write to support@vidverter.com before contacting your bank so we can refund it.
Can I get a refund?
Yes. Within 14 days of a payment, email support@vidverter.com from the address you paid with and say which purchase it is. The refund goes back to your original payment method through Polar; when it shows on your statement depends on your bank.
How do I cancel my subscription?
Open the customer portal, sign in with your checkout email, open your subscription and choose Cancel. You will not be charged again, and Pro keeps working until the end of the period you paid for.
How do I update my card or switch between monthly and yearly?
Update your payment method in the customer portal. To switch plans, cancel the current subscription there and buy the other plan on the pricing page when your paid period ends; activate the new key in the same way.

Privacy and your data

Are my files uploaded anywhere?
No. Every video and recording is processed in your browser, on your device. Nothing is sent to our servers, and we never see your files. See the privacy policy.