A real person reads every message — usually the one who wrote the plugin. Most answers go out the same day, and always within two working days.
No ticket system, no bot, no account needed — just reply to the address.
CapBeat can package up what went wrong on your machine. It takes ten seconds and saves us both a round of "which version are you on?"
In Premiere Pro: Window → Extensions → CapBeat, then open the System tab and scroll to the Support block at the bottom.
One click collects the log and diagnostics into a ZIP on your desktop. Prefer plain text? Copy log puts the same thing on your clipboard.
Drop that ZIP into your email. It contains versions, error messages and processing steps — no video, no audio, no transcript, and no licence key.
Worth thirty seconds before you write — these come up most often.
Normal for any young installer without a paid certificate. Click More info → Run anyway. We're buying the certificate as sales allow.
On the very first run CapBeat downloads the speech model once — a few hundred megabytes. It only happens once. Leave it be and let it finish.
Auto-detect listens to the opening of your clip. If it starts with music or silence it can guess wrong. Pick the language by hand in the dropdown and run again.
Sung vocals need Music mode, not normal transcription. It separates the vocals from the mix first, which takes longer but catches whole verses that plain speech recognition drops.
Older versions rendered into a temporary folder that Windows clears out. Since 0.9.25 captions land in a CapBeat Captions folder next to your project file. Update, then render again.
You don't need it any more. CapBeat exports audio on its own and splits long sequences into pieces automatically. Just make sure you're on the current version.
Pro runs on three machines. Retiring one? Write to us with your licence key and we'll free the slot.
No questions asked. Email us, or ask Polar directly — they handled the purchase and issue the refund.
Half of what shipped this month came from user emails. Tell us what you're fighting with — it genuinely lands on the list.