01
Record the exact message
Record where the error occurred: sign-in, applying a tool or saving the finished video. Capture the screen before closing the dialog. “CapCut does not work” does not distinguish an account problem from a restriction on one operation.
| What you see | What to check first |
|---|---|
| Incorrect login or password | Supplied credentials and sign-in method |
| Prompt to buy Pro | Account, access period, selected asset |
| Insufficient credits | Balance and AI operation cost |
| Export error | Error text and a short test project |
02
Check the profile and workspace
For a ready account, the relevant profile is the one supplied with the order. This offer does not add a subscription to your old account. Compare the login, workspace and access expiration date before changing settings.
CapCut help lists the wrong account, an inactive subscription, an outdated app and synchronization issues among possible causes. Save your work before updating or restarting. Do not delete the app or local projects as a first troubleshooting step.
03
Find the element triggering the Pro prompt
CapCut may prompt for a subscription when a premium asset or export setting is used. Some features also offer a preview without full access. Successful playback on the timeline therefore does not establish that the selected result can be saved.
Make a project copy. Check marked premium effects, templates, fonts and save settings one at a time. If a needed asset is unavailable in your plan, use an available alternative or clarify the terms. Do not remove everything at once: that makes it harder to identify what changed the result.
04
Separate credit usage from ordinary export
If the error appears during AI generation, check the balance and the cost of that operation. An active subscription and sufficient credits are separate checks. Avoid repeatedly confirming generation until you know whether the preceding action completed.
For a general save failure, take a short clip of your own without effects and try standard available settings. If that test succeeds, compare the problematic project one change at a time. If it fails, record the exact error, video duration, app version and device details.
05
Give support a reproducible report
Separate payment from editor behavior in your report: “order completed, sign-in successful, this plan selected, the error appears during this action.” Include the short test result. That is more useful than another purchase or repeated identical sign-in attempts.
Send delivery and order-account mismatch questions to Unlimit. Technical editor issues may require CapCut support. In either case, hide credentials and personal media in screenshots; start with the order number and description.