CapCut doesn't publish a customer-service phone number, so support runs through the app, the web and email. To contact CapCut support, use the Feedback option inside the app, the support chat linked from CapCut's Help Center, the Report a problem form on capcut.com, or email capcut.support@bytedance.com. The right route depends on the problem: an App Store or Google Play charge goes to Apple or Google first, a hacked account goes to the form right away, and a copyright claim has its own Report button.
Start with CapCut's Help Center and Terms of Service when checking a support route. Menu names shift between versions, platforms and regions, so the paths below show where to look first.
Pick the CapCut support route for your problem
Support can only act on what it can find. A store charge sent to CapCut, or a bug report with no account ID, usually turns into a second round of messages. Start with the row that matches your problem:
| Problem | Start here | Why this route |
|---|---|---|
| Crash, bug, broken template or failed export | In-app Feedback: Settings, Feedback, Give feedback | You can attach a recording or the project from the device that has the problem |
| Charge from the App Store or Google Play | Apple or Google refund request first | CapCut's terms say store purchases also follow the store's cancellation and refund terms |
| Charge billed directly by CapCut | Report a problem form | The terms name the form for refund requests |
| Auto-renewal won't cancel | Support link on CapCut's cancel help page | CapCut lists the details it needs to find the subscription |
| Someone else is in your account | Report a problem form, immediately | The terms require you to notify CapCut right away |
| Someone reposted your content | "..." then Report on that content, or the form | CapCut handles IP Infringement Reports through this button |
| Delete your account or make a privacy request | Manage account, or the privacy request webform | Both are named in the terms for account deletion |
| Content removed or account suspended in the EU or UK | capcut.support@bytedance.com | The EU and UK section of the terms names this address |
| A Pippit question | support@mail.pippit.ai | Pippit is a separate product with its own contact |
Contact CapCut support inside the app
For anything that goes wrong while you edit, such as a crash, a template that won't load, an export that fails or a feature that disappeared, the in-app route is the one I'd use first. You send the evidence from the device that has the problem, and you don't have to describe your setup from memory.
On CapCut Mobile, CapCut's help article on text that won't edit gives the path:
- Open Settings in CapCut and tap Feedback.
- Tap Give feedback and describe the problem in a sentence or two.
- Upload screenshots, a screen recording or the related project.
- If CapCut sends you to Smart Chat instead, type "Feedback", send it and tap Submit when prompted.
The same steps appear in CapCut's help page on template lag during preview, which says the team will verify the issue and get back to you. On iPad, CapCut's article on iPad feature differences says to tap the Feedback icon in the app, describe the issue, attach screenshots or recordings and use the same Smart Chat step if it appears.
On Desktop, CapCut's Credit Rules describe a help dialog icon next to the settings icon in the upper-right corner, and on Mobile a question icon on the Edit screen that opens the Help Center with a "Submit question" option. Those instructions use older examples, so the icon may sit somewhere else in your build. If that route isn't available in your build, use the web form below or the documented support email.
Many Help Center articles also end with a "contact our support team" link that opens CapCut's support chat. Sign in to CapCut in the same browser first. If the chat page doesn't load for you, use the form instead.
One warning before you troubleshoot on your own: the same text-editing article says uninstalling and reinstalling CapCut deletes local projects, and that can't be undone. Send feedback before you consider a reinstall.
Use the CapCut Report a problem form
Open CapCut's linked support form and follow the fields and consent wording it currently shows. Prepare:
- A short description of the problem and the outcome you need.
- An email address you can access and the account details relevant to the request.
- Relevant screenshots or a short recording with private information removed.
Check the current form for required fields, character limits and accepted attachments before you submit. If it opens a chat or won't load, use the documented in-app Feedback route or support email below.
CapCut's general terms name it for reporting a compromised account, asking for a refund on a direct purchase, sending a copyright notice and any other issue you want to raise. The Materials License Agreement, which covers CapCut's built-in materials, sends questions about that agreement to the same form or to the "contact us" feature inside CapCut.
Put the problem and the outcome you want in the first two lines, the details after that, and relevant proof in the attachments the current form accepts.
Email CapCut support
CapCut's support address is capcut.support@bytedance.com. You'll find it in the Terms of Service, the Credit Rules and both store listings. The CapCut listing on the App Store says "Any questions about CapCut? Please contact us at" that address, and the CapCut listing on Google Play shows it as the support email for developer Bytedance Pte. Ltd.
Email makes the most sense in three cases:
- The form won't submit for you.
- You live in the EU or UK and want to dispute a content removal or an account suspension.
- You're filing a complaint under Australia's Online Safety Act, which the terms ask you to send with the subject "Australia - Online Safety Act".
I'd stick to one channel per problem. If you move from the form to email, say when you used the form and repeat the same account details, so support can match the new message to the earlier one.
Use contact details linked by CapCut's own help, store listings or terms. Don't send account details to an address supplied only by a directory or an unsolicited message.
What to send so CapCut support can find your account
CapCut's help page on finding your UID and DID says having both ready helps support give faster and more accurate assistance. Where to find them:
- Web: Profile, then Settings, shows your User ID and Device ID.
- Desktop: Profile in the top-left corner shows your CapCut ID.
- iPhone: the Me page, the gear icon, then Edit profile.
- Android: tap Profile.
Then add:
- The sign-in method and account: email, Google, TikTok, Facebook or Apple, and which address.
- Device, platform and CapCut version.
- The exact error text, plus a screenshot or a short screen recording.
- The steps that trigger the problem, and whether it also happens in a new project.
- For billing: where you paid, the date, and the order number or receipt.
If two profiles look alike, compare CapCut IDs across your sign-in methods before you write, so you report the account that holds the purchase or the projects.
Never send your password, a verification code, a recovery code or your full card number. Anyone asking for them is a red flag.
A message support can act on looks like this:
Problem: Pro features show as locked on my iPhone since [date]. Platform: iPhone, CapCut [version]. CapCut ID: [number]. Device ID: [number]. Sign-in: Google ([address]). Paid through: App Store, receipt attached. Steps: open any project, tap a Pro filter, the upgrade screen appears. What I need: Pro access restored on this account. Attached: receipt and screen recording.
Billing and refunds: contact whoever charged you
CapCut's terms say Premium is sold through an Apple ID on iOS, a Google account on Android or a CapCut account on the web, and that cancellations and refunds for Apple or Google purchases are further subject to the App Store's or Google Play's terms. The receipt tells you who to ask:
- App Store charge. Apple's refund request instructions have you sign in at reportaproblem.apple.com, choose "I'd like to", then "Request a refund", pick a reason and the subscription, and submit. Apple says to wait 24 to 48 hours for an update.
- Google Play charge. Google's Play refund policies say the developer can help with purchase issues and that contacting the developer directly is often the quickest way, which for CapCut means in-app Feedback or the support email. You can also request a refund on Google Play itself.
- Charged by CapCut directly. The general terms describe a full refund within 14 calendar days of starting a Premium subscription, only if you haven't used Premium in any form since subscribing, requested through the Report a problem form. Refunds go back to the payment method you used, and jurisdiction-specific terms can change these rules.
If cancellation itself fails, CapCut's help page on canceling auto-renewal asks you to have a few things ready before you contact support: your login email or method, your device and platform, a screenshot of the failure and the order number or receipt.
Our CapCut refund guide goes through duplicate, pending and renewal charges, and the steps to cancel CapCut Pro differ by platform. If you paid but features still look locked, work through CapCut Pro not working before you ask for money back, and check what Free and Pro include if you're unsure the feature was ever in your plan.
Hacked account, copyright, privacy and content removal
Someone else got into your CapCut account
CapCut's terms say that if you know or suspect someone knows your password or has accessed your account, you must notify CapCut immediately through the Report a problem form. Do that first and include your CapCut ID. Then secure the account behind your CapCut login: change the password of the email, Google, TikTok, Facebook or Apple account you sign in with, and remove sessions you don't recognize there.
Someone reposted your template or video
For content posted on CapCut, the terms describe an "IP Infringement Report": tap "..." then "Report" on the page of that content. You can also send a copyright notice through the form. CapCut's copyright-report terms require your contact details, the content's location, type and reason for reporting, plus evidence of your rights or a clear description of your work. Include the required good-faith statement, declaration under penalty of perjury that the information is accurate and you own the rights or can act for the owner, agreement that the notice may be forwarded to the uploader or made public, and your physical or electronic signature; typing your full legal name is sufficient. Consider fair use or a similar exception before reporting. The terms warn that a deliberately misleading or fraudulent report can lead to liability. The contact phone number is yours, not a CapCut support number.
Delete your account or make a privacy request
The terms say you can delete your account on the "Manage account" page or through CapCut's privacy request webform, and that a deleted account can't be reactivated. Move anything you want to keep with our guide to backing up and transferring CapCut projects before you start.
Content removed or account suspended
If you live in the EU or UK, the terms say you can contact capcut.support@bytedance.com when you think CapCut made a mistake removing or restricting your content or suspending your account. Elsewhere, use the form and include the content link, the notice you received and its date.
Be careful with CapCut "Call us" pages and phone numbers
There's no CapCut customer-service line to call. CapCut's Help Center, its Terms of Service and the App Store listing give only online contacts. The capcut.com "Call us" pages that show up for this search are video template galleries titled "Free Call Us Templates By CapCut", not a support desk.
The only number I found on an official CapCut listing sits in the App support section of CapCut's Google Play page. Under About the developer, Google Play shows Bytedance Pte. Ltd., the support email, a Singapore address and a UK (+44) number, with nothing calling it a help line, so treat it as a company contact rather than customer service. Numbers posted on complaint and directory sites don't appear in CapCut's help pages, terms or store listings. For account or payment requests, use the online routes above.
Verify an unexpected call or message claiming to be CapCut support through an official contact route before replying. Keep verification codes, card details and remote access private.
If CapCut support doesn't answer
CapCut's terms and help pages don't promise a response time, so plan around that:
- Check whether the problem is wider than your account. Our guide to CapCut not working covers outages and app-side fixes, and the CapCut no internet connection fix covers the network error that blocks sign-in and exports.
- Add new details to the same case instead of opening fresh ones. The account IDs and dates keep it findable.
- For AI credit questions, our CapCut AI credits guide explains how credits work, and the Credit Rules list the support email for credit problems.
- For a charge you didn't make, contact the store or your bank. Google says unauthorized Google Play charges should be reported within 120 days of the transaction.
CapCut's general terms say users in the United States are covered by separate CapCut US Terms of Service. The routes above come from the general terms, the Help Center and the store listings, so if a US-specific contact matters for your case, check the US terms in the app or on capcut.com.
CapCut customer service FAQ
Does CapCut have a customer service phone number?
CapCut's documented customer-service routes are in-app Feedback, the support chat, the support form and capcut.support@bytedance.com. Google Play also lists a developer contact number, but does not label it as a CapCut customer-service line.
Does CapCut have live chat support?
CapCut's Help Center articles link to a support chat, and in-app Feedback can open Smart Chat, where CapCut's instructions say to type "Feedback", send it and tap Submit. If the chat doesn't load, use the Report a problem form.
What is CapCut's customer service email?
The address is capcut.support@bytedance.com. It appears in CapCut's Terms of Service and Credit Rules and on the App Store and Google Play listings for developer Bytedance Pte. Ltd.
How do I get a refund from CapCut?
Start with whoever charged you. App Store and Google Play purchases follow Apple's or Google's refund process. For a direct CapCut purchase, the general terms allow a full refund within 14 calendar days of starting Premium if you haven't used it, requested through the Report a problem form.
What should I do if my CapCut account was hacked?
Report it through the Report a problem form right away, as CapCut's terms require, and include your CapCut ID. Then change the password of the email, Google, TikTok, Facebook or Apple account you use to sign in.
How do I report a copyright problem to CapCut?
Tap "..." then "Report" on the content page, or send a copyright notice through the form. Include contact and content details, evidence of your rights or a description of your work, the required good-faith and accuracy/authority declarations, agreement to forwarding or public disclosure, and your signature. Read the copyright-report terms before submitting.
How do I contact Pippit support?
Pippit is a separate product. CapCut's Materials License Agreement lists support@mail.pippit.ai for Pippit questions, while CapCut questions go to the CapCut form or the contact option inside the app.