Support Center

Get help with your questions and learn more about WeVideo.

Frequently Asked Questions

Why am I still being charged? How do I cancel my subscription?

All WeVideo subscriptions are recurring until cancelled. You can cancel your subscription at any time on the left hand side of the account page. When a subscription is cancelled, you keep your premium status until the end of your paid term.

Why is my file failing to upload?

If you receive an uploading error before the status reaches 100%, please ensure that you have a stable internet connection when uploading your media. If the upload completes, and then fails during processing, please send the media file to support@wevideo.com so we can further investigate the file.

Why don’t the audio and video match in my export? Why is something missing from my export?

If you are experiencing issues with your exported video and it does not match the preview within the editor, please send an email to support@wevideo.com and provide a link to the export. Please describe the issue in detail and also provide when in the video each issue occurs (timestamps).

How do I verify the email address for my WeVideo account?

If you signed up with a username and password, you will automatically receive a verification email with a link to click. Once this link is clicked, your account will be verified and you will be able to continue publishing your video. Please check your spam folder if you don't see the email.

Users who Sign in with Google or any other social service will not require email verification.

What are my username and password?

If you do not recall signing up with a username, it is very likely that you signed in via Google. Please click “Sign in with Google” on the log in page to access your account. If you forgot your password, please click on “Forgot password?” on our Log In page.

How do I download my finished video?

Click on the green download button on the video viewing page. You can view all of your published videos in the exports tab.

Can I make a DVD out of my finished video?

If you download your published video, you will receive a .MP4 video file. This MP4 file can be turned into a playable DVD using DVD authoring software. There are many to choose from, including some that may be built into the operating system of your computer. A notable free option is DVD Flick, which provides a guide on their website.

Why is there an additional $1.00 charge on my bank statement?

Any time you attempt a transaction on WeVideo with a newly entered payment method, our payment system sends a $1.00 verification charge that is instantly voided once the card-providing bank issues a response. This is an address verification service to prevent fraudulent charges on your card. If the bank provides a positive AVS challenge response, the full transaction will go through and you can begin enjoying premium benefits. If the bank provides a negative AVS challenge response, you will receive an error message. If you believe your billing credentials are correct, please reach out to your card provider and verify what they have on their record.

Still have questions?

Our support team is available from 9 AM to 5 PM Mon through Fri.
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