Support

Before You Contact Us

• Confirm you are online and retry once.
• Keep the app open while a new upload begins. You can return later while a cloud render continues.
• Check that the source video is a supported format and within the limit shown in the app.
• Use Refresh Download if a preview or share link has expired.

Useful Details To Include

Include the app version and build, device or Mac model, macOS or iOS version, time of the issue, template name, and the safe job or render identifier shown by the app.

Do not send your source video, password, Apple or Google credentials, API keys, private keys, R2 credentials, or a full signed upload or download URL.

Cloud Render Issues

Rendering may take several minutes. Duplicate taps should return the existing job instead of starting another render. If a job reports a timeout or failure, use the app's retry action when available.

HoopClips is cloud-only for analysis, edit planning, and final rendering. There is no local fallback renderer.

Purchases

Use Restore Purchases in Settings if Pro access is missing after a successful purchase. Subscription billing and refund requests are handled through Apple. Include no payment-card details in a support message.

Privacy And Deletion

For a cloud artifact, support-message, access, correction, or deletion request, email hello@atrak.dev with the minimum safe identifier needed to locate it.

Deleting local project data does not immediately delete cloud artifacts. See the HoopClips Privacy Policy for current retention and cleanup details.

Beta Limitations

• Cloud rendering requires network access and can be delayed by queue or provider availability.
• Automated clip labels and AI edits can be wrong and should be reviewed.
• Very long or unsupported videos may be rejected.
• Free outputs may include HoopClips watermark and outro branding.
• Cloud outputs are temporary and should be downloaded if you want to keep them.