Frequently Asked Questions.

Where did you get your subscription?

  • The app is showing an error code. What should I do?

    There are a number of things that might lead to an error in Splice. Often, the app recognizes how to fix the issue itself. Otherwise, you can try some common solutions. Before attempting any of these, please check that you're running the most recent versions of iOS and Splice.

    Projects

    Check if you get the same error message on all your projects or only on a single one.

    Assets

    Check for any faulty files on your timeline. In particular, consider the following:

    • All pictures and videos shot with your phone will work fine. However, the app may not recognize files from an external source, such as WhatsApp.
    • Check that all assets in the project are saved to your phone's storage. Assets saved to Cloud sources such as Google Drive and Dropbox won't work with the app. If any of the project's assets are saved on the Cloud, try downloading them to your phone and re-adding them to your project.

    If you still can't identify the faulty assets, try removing every single one (such as pictures, videos, and audio files) in order. By repeating the process for each asset, you'll quickly learn which is causing the issue. Then you can exclude it from your project.

    Internet connection

    Try switching to a different internet connection. If you're using a WiFi network, try your mobile data connection, and vice versa. If you're using a VPN, turn it off and try again.

    Device storage

    Check that your device has enough available storage to complete the export. You can do so in Settings > General > iPhone Storage. Make sure you're not simply freeing up space on iCloud storage, as Splice can't use that.

    Export options

    Try exporting your project with a lower resolution, a lower frame rate, or both.

    Contact Customer Support

    If you still can't export your project, reach out to our Customer Support team.

  • I can't load or import files. What should I do?

    If the error message displayed doesn't indicate how to solve the issue, please try the following:

    • Close the app from your background processes and launch it again. Here's Apple's guide on the topic.

    • Update iOS and Splice to the most recent version.

    • Check that your device has enough available storage to complete the export. You can do so in Settings > General > iPhone Storage. Make sure you're not simply freeing up space on iCloud storage, as Splice can't use that.

    • Switch to a different internet connection. If you're using a WiFi network, try your mobile data connection, and vice versa. If you're using a VPN, turn it off and try again.

    • Check for faulty files on your timeline. All pictures and videos shot with your phone will work fine. However, the app may not recognize files from an external source, such as WhatsApp.

    • Check that all assets in the project are saved to your phone's storage. Assets saved to Cloud sources such as Google Drive and Dropbox won't work with the app. If any of the project's assets are saved on the Cloud, try downloading them to your phone and re-adding them to your project.

    If you still can't identify the faulty assets, try removing every single one (such as pictures, videos, and audio files) in order. By repeating the process for each asset, you'll quickly learn which is causing the issue. Then you can exclude it from your project.

    If none of the solutions listed above solves the issue, reach out to our Customer Support team.

  • How do I unsubscribe from your app?

    IOS 12.1.2 OR ABOVE

    If you have a recent iOS version (12.1.4 or higher), you can simply cancel your subscription by following these steps:

    1. Tap on your phone Settings.
    2. Tap your Apple ID at the top of the screen.
    3. Scroll to Subscriptions, then tap it.
    4. Tap the subscription you want to cancel.

    IOS 12.1.2 OR EARLIER

    If you have an older iOS version (12.1.4 or earlier) you can unsubscribe by following these steps:

    1. Tap on your phone Settings > iTunes & App Store.
    2. Tap your Apple ID at the top of the screen, then tap View Apple ID.
    3. Scroll to Subscriptions then tap it.
    4. Tap the subscription you want to cancel.

    We’d be happy to do this on your behalf, but unfortunately we can’t because it’s Apple and not us that manages your subscriptions and payments. We have no control over your subscription and any payments you make.

  • Can I try the app out without paying?

    Sure you can! Our app gives you the chance to try out all the functionality for free and with no limitations for a few days. You can start a free trial whenever you want, and if you cancel your subscription before the end of the free trial you will not be charged.

    We’re trying our best here, but in case you don’t like the app, you can follow the instructions to cancel your subscription.

  • How can I get a refund?

    If you’re dissatisfied with our product, let us first apologize for not meeting your expectations. You can ask for a refund through Apple by visiting this website and logging in with the Apple ID you used to make the purchase. You can read more about this here. Unfortunately, we don’t manage your subscriptions and payments, so we cannot issue refunds. However, you can go through the Apple customer support service to be refunded.

  • The App Store page says that the app is free, but it isn’t. Why should I pay for it?

    While the app is free to download, on the App Store we do point out that the app offers in-app purchases. We make it available for download for free because we believe that our clients should be able to experience our products with no limitation whatsoever before they commit to pay, and if we made you pay upfront, we wouldn’t be able to offer this opportunity.

    We’d love to make our app completely free forever, but our mission is to create the best apps in every category, so we’re investing significant resources in research, product design, engineering, and content creation. Having our clients pay for the app means that we won’t spoil their experience with annoying ads, or by limiting the app functionality, and we’ll improve and expand the app based on our clients’ feedback and feature requests.

  • How do I switch to a different subscription?

    If the subscription you activated isn’t meeting your needs, you can easily change it. To find the complete list of available options, just follow these instructions:

    1. Go to Settings
    2. Tap your Apple ID at the top of the screen
    3. Scroll to Subscriptions, then tap it
    4. Tap the subscription you want to manage
    5. Select a different subscription by tapping it—your subscription will be automatically activated for the selected price
  • Are tutorials for the main functions available in the app?

    Sure! You can find and browse a list of tutorials at any time in the app by tapping on the rounded question mark icon at the top of the editing screen. There you'll find both written descriptions and visual animations, so that you can reproduce the necessary steps and make the most out of the functions of the app.

  • I lost all my projects after uninstalling the app. Can I get them back?

    We’re very sad to hear you lost all your projects after uninstalling the app. It's always better to avoid uninstalling the app if there's any piece of content you stored in it only. Sadly, we don't have any means to retrieve them for you, but it’s a good idea to check if you shared them on your social media or saved them in the Cloud. If so, you can get them back that way.

  • I can't export my project. What should I do?

    If the error message displayed doesn't indicate how to solve the issue, try the following:

    • Close the app from your background processes and launch it again. Here's Apple's guide on the topic.

    • Update iOS and Splice to the most recent version.

    • Check that your device has enough available storage to complete the export. You can do so in Settings > General > iPhone Storage. Make sure you're not simply freeing up space on iCloud storage, as Splice can't use that.

    • Switch to a different internet connection. If you're using a WiFi network, try your mobile data connection, and vice versa. If you're using a VPN, turn it off and try again.

    • Check for faulty files on your timeline. All pictures and videos shot with your phone will work fine. However, the app may not recognize files from an external source, such as WhatsApp.

    • Check that all assets in the project are saved to your phone's storage. Assets saved to Cloud sources such as Google Drive and Dropbox won't work with the app. If any of the project's assets are saved on the Cloud, try downloading them to your phone and re-adding them to your project.

    If you still can't identify the faulty assets, try removing every single one (such as pictures, videos, and audio files) in order. By repeating the process for each asset, you'll quickly learn which is causing the issue. Then you can exclude it from your project.

    If none of the solutions listed above solves the issue, reach out to our Customer Support team.

  • Why am I sometimes experiencing crashes?

    While the app can't always recover from a crash on its own, you can perform the following checks in an attempt to solve the issue:

    • Close the app from your background processes and launch it again. Here's Apple's guide on the topic.

    • Update iOS and Splice to the most recent version.

    • Check that your device has enough available storage to complete the export. You can do so in Settings > General > iPhone Storage. Make sure you're not simply freeing up space on iCloud storage, as Splice can't use that.

    • Switch to a different internet connection. If you're using a WiFi network, try your mobile data connection, and vice versa. If you're using a VPN, turn it off and try again.

    • Check for faulty files on your timeline. All pictures and videos shot with your phone will work fine. However, the app may not recognize files from an external source, such as WhatsApp.

    • Check that all assets in the project are saved to your phone's storage. Assets saved to Cloud sources such as Google Drive and Dropbox won't work with the app. If any of the project's assets are saved on the Cloud, try downloading them to your phone and re-adding them to your project.

    If none of these suggestions solves the issue, please consider removing every single media (e.g., pictures, videos, audio files) one by one. By repeating the process for all the media, you'll be able to find out the one that is causing the issue and make sure you exclude it from your creation.

    Finally, you can reach out to our Customer Support team.

  • A black screen appeared at the end of my project. How do I fix that?

    If there’s an element in your second timeline (audio/text) that exceeds the duration of your media, the project will be exported with a blank screen at the end. We will soon configure exports to only include your composition until the point where the media ends, removing any further elements. Meanwhile, please trim any undesired parts. You have two ways to do so:

    1. Select the element you’d like to trim—a selected item turns blue
    2. Place the yellow playhead at the point where you’d like to make the trim
    3. Tap Split in the tab bar at the bottom—the element will be cut where your yellow playhead is
    4. To remove one of the parts, select it, then long-press and drag it into the bin, or tap Delete in the tab bar

    Here’s the other method:

    1. Tap to select the video on your timeline—a selected item turns blue
    2. Tap the white trimming handle on either side of the video, and drag to start trimming—use Preview to position yourself within the video
  • I purchased a song on iTunes but it's not showing up in the app. What should I do?

    Only tracks that have been purchased via iTunes can be added to your projects. The song becomes available for use as soon as it has the Play button instead of Purchased visible next to it in the Music > iTunes > iTunes Library section. It might require some technical time for the button to update depending on iTunes functioning. As soon as the purchased item is available for use, it will be listed right under the search bar in Your Library section of Splice.

    If the button still states Purchased and not Play after a fewhours or days, don't hesitate to contact iTunes support.

  • Is your content covered by copyright?

    Yes, all music and effects are copyrighted, but we have licensed them for our customers' use. However, if you have a monetized account on social media or if you use a social media account for business purposes, we regret to inform you that the music associated with your project might be blocked. As a matter of fact, it is not possible to use the music and effects available in our app for projects intended for commercials or business use.

  • How do I apply my edits to all elements of the same kind at once?

    Bulk editing is simple with Apply to all. Whenever you make an edit that can be applied in bulk, an expandable blue button with double-check marks appears at the bottom of your screen. Tap this button to expand the Apply to all option.

    Only your most recent edit is impacted by Apply to all. To use it for multiple edits, select it after each one rather than after several changes.

  • How do I animate the photos in my project by default?

    When you create your project, we’ll ask you if you want to have your photos animated by default. This means that the photos you add to your project will have a default animation applied to them.

    You may change this setting from within your project. Tap Settings at the top right-hand corner of your screen, and deselect Project Defaults. This won’t affect the animation of photos already in your project. However, any that you then choose to add won’t be animated by default. To remove the animation from the photos already in your project, select any photo, go to the Animate tab, and disable Ken Burns on the photo. Expand the button with the two blue ticks to disable animation on all photos.

  • What are video highlights and how do I add them?

    Splice lets you import small parts of your video in the form of Highlights, in case you only want to import certain snippets. Just follow these simple steps:

    1. Select a video from your media, then tap the Highlights icon
    2. You’ll be taken into Highlights selection
    3. Add one by tapping the button below the timeline—you may scrub through your video using the timeline, or preview the video and add your highlights

    A little more about Highlights:

    • Highlights are selected a few seconds before and after the point where you added them
    • You can trim them with the trimming handles in the timeline
    • Adding two highlights close together will merge them
    • Selected highlights are blue, and deselected highlights are white
    • While previewing your video, a frame will appear on the highlight to let you know you’re previewing a highlight
    • You may delete highlights by long-tapping their thumbnails until selected, and dragging them into the bin
    • Once inside the Main Editor, you may re-add un-highlighted parts of the video by dragging the handles and adding them
  • How do I trim a song to make it start/end according to my preferences?

    You have two possible ways to trim a song in your project. Let’s start with the first one:

    1. Tap to select the song on your timeline—a selected item turns blue
    2. Place the yellow playhead where you want to cut the song
    3. Tap Split in the tab bar for the song: it will be cut exactly where your yellow playhead is situated
    4. To get rid of one of the two parts, select it, then long-press and drag it into the bin, or tap Delete in the tab bar

    Here’s the other method:

    1. Tap to select the song on your timeline—a selected item turns blue
    2. Tap the white trimming handle on either side of the song, and drag to start trimming—use Preview to position yourself within the song
  • How do I add my own music/audio recordings to a project?

    In the new version of Splice, you can import music/audio you’ve personally created—go you! Do this through Imported Music with these simple steps:

    1. Choose the audio you want to import into Splice, and open sharing options
    2. Select Copy to Splice
    3. You will find the audio file within Imported Music which you can access from the Music tab

    Audio tracks can also be Airdropped to your phone and shared directly into Splice.

  • How do I insert music from my Apple Music library?

    You can add tracks you’ve purchased via iTunes to your Splice projects. We have made purchasing the tracks as easy as possible for you: Splice will redirect you to iTunes if you wish to buy a track. Tracks you’ve already purchased are available in a couple of ways:

    1. Offline on your device. In this case, you can see them in your library and add them directly from the iTunes section of Splice.
    2. On the cloud. You will see individual tracks in your iTunes library in Splice with a cloud icon next to them. Tap to download—you’ll see the tracks in your library, and add them directly from the iTunes section of Splice.

    Tracks that have a copyright © symbol are not available to use in your projects, because they’re protected by Digital Rights Management and can’t be used without prior purchase. In particular, Apple Music is a streaming service, and songs available on Apple Music have not been purchased by the users. It’s like renting vs. buying. Please go to iTunes and purchase the track so that you may add it to your project.

  • How do I apply fade effects to audio?

    To apply fade effects, just follow these simple instructions:

    1. Tap the clip whose audio you want to adjust—a selected item turns blue
    2. From the menu at the bottom, tap Volume
    3. On the right side of the volume bar, you’ll see the option to apply fade effects at the beginning or end of the clip
  • How do I adjust the original background volume of my video?

    To change the original volume of every video in your project, simply follow these steps:

    1. Tap the timeline on the video whose volume you’d like to modify
    2. From the menu at the bottom, tap Volume
    3. Adjust the sound from the related bar by pressing it and moving left or right.
  • Is Portrait Mode the only available option on iPad?

    Yes, we don’t currently support Landscape Mode on iPad. However, our developers are working hard to enable it very soon.

  • Is a desktop version of Splice currently available?

    No, we don’t currently support Splice for desktop. However, we may consider it for future developments.

  • Can I use Splice without an internet connection?

    You need to be connected to the internet to download Splice from the App Store. After that, you're free to use the app offline as much as you like.

  • I signed up for your email communications. How do I stop receiving them?

    If you want to stop receiving our communications and updates via email, you can easily opt out by scrolling to the very bottom of any email from us. There, you can find the Unsubscribe option. Simply tap on it—if the process is successful, you’ll receive an immediate confirmation.

  • Splice says a file is missing. What should I do?

    This can happen when you delete the file from your phone after adding it to a project.

    If you deleted the file recently, you might be able to recover it from the Recently Deleted folder on your device.

    If you backed up the file to a different location (such as iCloud), you can download it onto your phone once again, then add it back onto your timeline.

  • Can I restore a project after I have deleted it?

    Unfortunately, it's not currently possible to restore a deleted project.

  • Splice says that I don't have enough space to export my videos, but I have plenty. What should I do?

    Depending on your export settings, Splice might need more space than what's available before it can export the video. This is because any temporary files that need to be stored can also take up space. For example, if your final video is 1 GB in size, the app might need up to 2 GB of space to save the file successfully.

    To solve this issue, you can do either of the following:

    • Free up available storage to complete the export. You can do so in Settings > General > iPhone Storage. Make sure you're not simply freeing up space on iCloud storage, as Splice can't use that.

    • Change both resolution and Frames Per Second (FPS) settings. Lowering the resolution and the FPS reduces the space required to complete the export.

Need further help?

Contact us

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