Troubleshooting
Fix export and purchase problems
Resolve file failures, trial limits, missing access, and refund questions.
Export fails
Check that the destination folder is writable and has enough free space. Try a short export to separate a project problem from a storage problem.
For video, choose H.264 and a lower resolution as a compatibility test. For WebP, use PNG or JPEG when WebP is not offered by macOS.
Export is blocked after the trial
The trial gives you 72 hours of clean, unrestricted exports. After it ends, recording, editing, Apple captions, and Whisper captions still work, but every export type requires a purchase.
See the pricing page for the $24.99 two-Mac or $49.99 five-Mac one-time purchase. Sign in with the account used for Stripe checkout after purchase.
Payment or access is wrong
Confirm that the app shows the same Apple or Google account used at checkout. Then reopen the account screen so Saryu can refresh access. Your projects remain on your Mac even when access cannot refresh.
For a charge, refund, or private account issue, email hello@saryu.app. Do not put payment details in a public bug description.
Need a human?
Still stuck?
Send a bug report with the right area already selected. Use email for private account or payment questions.