Support
Help & Support
Find answers to common questions below. If you can't find what you need, email us - we respond to every message.
Generations & content
My generation is stuck on "Processing"
This usually means the transcript is still being extracted. Long videos (60+ min) can take up to 2 minutes. If it's been more than 5 minutes, try refreshing the page. If the issue persists, email us with the YouTube URL.
The generated content doesn't match my video
This can happen if the transcript API returned a partial or low-quality transcript. Try regenerating — each run uses a fresh AI call. If the quality is consistently poor for a specific video, let us know.
Can I regenerate with a different hook?
Yes. After your first generation completes, the Hooks panel appears on the right sidebar. Select any hook and click Generate again — it will use that angle for the new post.
What video length is supported?
Free accounts support videos up to 10 minutes. Pro accounts support up to 90 minutes.
Billing & credits
How are credits calculated?
Credits are charged in two stages: once when you process a new video (based on duration), and once per post generated (based on platform). Your dashboard shows a full breakdown. Cached videos (already processed) don't cost video processing credits again.
Do unused credits roll over?
No. Credits reset at the start of each billing cycle. We recommend using your credits before renewal.
I was charged but got no credits
This is rare but can happen if there was a payment webhook delay. Wait 5 minutes and refresh your dashboard. If credits still haven't appeared, email us with your payment confirmation.
How do I cancel my subscription?
Go to Settings → Billing → Cancel Plan. Your access continues until the end of the current billing period. No partial refunds are issued for unused time.
Account & access
I can't log in with Google
Make sure you're using the same Google account you signed up with. If you're getting an error, try clearing cookies and logging in again. If the issue persists, email us.
How do I delete my account?
Email us at support and we'll delete your account and all associated data within 30 days, per our Privacy Policy.
I forgot which email I used
Try logging in with Google — if you signed up via Google OAuth, the email is your Google account email.
Known limitations
Private or age-restricted videos
CreatorJot cannot process private, unlisted (without access), or age-restricted YouTube videos. The video must be publicly accessible.
Videos without captions
If a video has no auto-generated or manual captions on YouTube, transcript extraction may fail. This is a limitation of the underlying transcript API.
Non-English videos
We support English, Hindi, Spanish, and German. Output quality may vary for languages with limited transcript data.