Support

We're here when
you need us

Installation, billing, activation, refunds, or compatibility - email us and we'll get you unstuck fast.

Contact
support@editbuddy.app

We reply within 1 business day.

What to send

  • Purchase email used at checkout
  • Your 12-char license key (if issued)
  • Plan: monthly, yearly, or lifetime
  • Device name and operating system
  • Premiere Pro version
  • Screenshot or recording of the error

Common activation issues

  • Email in the tool doesn't match the one used at checkout
  • Subscription was canceled, unpaid, or expired
  • Device activation limit reached
  • Tool is offline and can't revalidate the license

Expected support flow

  • You buy a plan and Paddle processes payment
  • Our server provisions your license automatically
  • The success page shows your 12-char license key
  • You activate inside EditBuddy with email + key
  • Subscription plans revalidate periodically

Refund requests

Paid plans may be eligible for refund within 30 days of purchase. Email support@editbuddy.app with your purchase email and reason.

Read full refund policy ->

When to escalate to the developer

If your email and license match, the subscription is active, and activation still fails - email support with the exact error message. We'll check the API response and your customer record directly.