A video failed
Look for “Credits returned” on the video and a return entry in Credit activity. No support request is needed.
Open accountHelp
Start with the status already in your account.
The account page is the source of truth for video state, privacy, and credit movement.
A purchase is pending
Signed Square webhooks add credits after completed payment confirmation. Refresh the account once; do not buy the same pack twice.
See pricingA video should not be public
If it is yours, choose Only me in your account. If it belongs to someone else, open Report on the video. Privacy and minor-safety reports hide it while an operator reviews the case.
Open community videosSomething else broke
Keep the request ID shown in the response or browser network panel and use the merchant support address on the Square receipt. Never send a password or source photo.
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