Support

Troubleshooting

Fixes for the most common issues.

On this page

This page covers the issues reported most often. Find your symptom in the section below. If none of these fix it, contact support.

"Your invitation link has expired"

Invitation links are valid for 7 days. If yours expired, contact the team to request a new one — see Contact support.

Sign-up is open at cliply.video/auth/sign-up. If you see that message you followed an old link from the closed-beta days — go through sign-up instead.

Your Google account must match the email address on your cliply account. If you originally signed up with email and password, sign in that way, then link Google from Account settings.

Forgot password

On the sign-in page, click Forgot password and enter your email. A reset link is sent within a few minutes. Check spam if it does not arrive.

Video and upload issues

Upload is very slow or stalls

Files upload directly from your browser to cloud storage — they do not route through cliply's servers. A slow upload is typically a local network issue. Try:

Switching to a wired connection
Uploading a smaller test file to confirm the issue is size-related
Retrying during off-peak hours

Video shows an error status after upload

An error status usually means the file format is not supported or the upload was interrupted. See Video processing and status for a full list of causes and fixes. If re-uploading a clean MP4 does not help, contact support.

YouTube video won't load

YouTube-sourced videos require an internet connection and are subject to YouTube's playback policies. If the video is age-restricted, private, or has embedding disabled, it cannot be played inside cliply. Use an uploaded file instead.

Tagging and clip issues

Buttons deck is not responding

Make sure the video is in the Ready state (see Video processing and status). If it shows "Processing," wait for it to complete before opening the workspace.

Hotkeys are not working

Check that the cliply window is in focus — hotkeys only fire when the app is the active window. Also verify that the hotkey is not already reserved by another application or the operating system.

Clip is missing in/out points I set

In/out point changes are saved automatically. If a change did not persist, try refreshing the page. If the problem recurs, report it with the clip ID visible in the URL.

This is expected behavior, not a bug or an error to report. A share link shows "this link is unavailable" when it has been paused, has expired, or was revoked or deleted by the person who created it. Ask the sender to check the link's status from their Share links settings, or request a new link. See Share links.

Export issues

Export button is disabled for this video

If the export button is disabled specifically for a video sourced from YouTube or Vimeo, that's expected. cliply's server-side export worker runs from a datacenter IP address that both platforms block, so clips from either source can never be exported server-side. Use the desktop app instead — it exports locally with FFmpeg over your own network and works for any video source. This is a different issue from the FFmpeg-related "Export button is greyed out" entry below, which is specific to the desktop app's local FFmpeg setup. See Exporting video.

Desktop app issues

App won't open — "damaged or can't be verified"

Run this command in Terminal after downloading:

xattr -d com.apple.quarantine /Applications/Cliply.app

This removes the macOS quarantine flag. It is required for the initial install because the app is not yet notarized. See Install and requirements.

Export button is greyed out

Clip export requires FFmpeg. On first export, the app downloads FFmpeg automatically. If the download failed, look for a Download FFmpeg banner or button in the workspace. See FFmpeg setup.

Update fails with "Read-only file system (os error 30)"

macOS is running cliply from a temporary, read-only copy (Gatekeeper's App Translocation). That happens when the app still carries the quarantine flag from a browser download and was never moved with Finder — so the updater downloads the new build but cannot swap it into place. The app shows the same message on the update banner. To fix it once and for all:

Quit cliply.
Drag Cliply.app into your Applications folder using Finder. If it is already there, drag it to the Desktop and back.
Or, from Terminal: xattr -dr com.apple.quarantine /Applications/Cliply.app
Reopen cliply from Applications and run the update again.

Installing with curl -fsSL https://cliply.video/install.sh | sh avoids this entirely — a terminal download carries no quarantine flag.

App shows an old version after update

Open the About window and check the version number. If a newer version is available but was not installed, click the manual update check option. If the version does not change, delete the app and reinstall from cliply.video/download.

Billing and credits

Credits not added after purchase

Credits are applied via a payment webhook. Most of the time they appear within seconds. If they have not appeared after 5 minutes, contact support with your payment confirmation and we will reconcile manually.

Feature shows as locked despite upgrading

Upgrades take effect immediately. Try refreshing the page. If the feature is still locked after a refresh, sign out and sign back in to reload your organization's entitlements.

Include the URL when reporting issues

The URL in your browser contains the organization, project, and video IDs. Copy it before contacting support — it speeds up diagnosis significantly.

Still need a hand?

Our team is happy to help you out.

Contact support