Support | Captionly – Auto Captions & Scheduler

Support

Need help with Captionly – Auto Captions & Scheduler? You’re in the right place.

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Support hours: Mon–Fri, 9am–5pm CT. Most emails get a response within 1–2 business days.

Quick Answers (FAQ)

How do I generate captions?

Open the app → Upload tab → pick a video → tap Generate Captions. After it finishes, you can edit each line and then export as SRT or as a burn-in MP4 (Pro).

Captions didn’t generate / I see a speech error.

Make sure Settings → Privacy & Security → Speech Recognition is enabled for Captionly.
Try again on a stable network (the system may fall back to online models).
If you’re on the Simulator, some speech models are unavailable—please test on a real device.

Pro features didn’t unlock after purchase.

Tap Restore Purchases in the app (Settings tab).
Confirm you’re signed into the same Apple ID used for the purchase.
Manage or cancel in Subscriptions.

Export MP4 fails or takes too long.

Keep the app in the foreground during export and ensure you have sufficient free storage.
Try a shorter clip first. Very long or 4K videos can take time to render.
If it still fails, email us with the video length, resolution, and device model.

What’s the difference between SRT and burn-in?

SRT: a text file with timestamps that many platforms import as captions.
Burn-in MP4: the text is baked into the pixels—always visible everywhere.

I scheduled a reminder but didn’t get a notification.

Open iOS Settings → Notifications → Captionly and allow alerts.
Ensure Focus modes (Do Not Disturb) aren’t silencing notifications.

Contact Support

Email us any time at enopennyllc@hardcoreamature.com. For the fastest resolution, include:

Steps to reproduce the issue
Your iPhone model and iOS version
App version (open the app → Settings tab → About)
Video length and resolution (if export/transcription related)
Screenshots or a short screen recording (optional)

You can also click: Start an email with template.

Billing & Refunds

Subscriptions are billed by Apple via your Apple ID.
To change or cancel, visit Manage Subscriptions.
Refunds are handled by Apple via reportaproblem.apple.com.

Privacy & Data Requests

See our Privacy Policy for details. To request data deletion for cloud-synced items (e.g., scheduling, analytics), email enopennyllc@hardcoreamature.com from the address associated with your purchase, and include your Apple receipt email if possible.

Business & Press

For partnerships, press, or bulk licensing, contact enopennyllc@hardcoreamature.com.