Help centre
How can we help?
Work through the relevant checks below. They solve the most common ReelScript problems without exposing your recording or transcript.
The upload will not start
Use MP3, WAV, M4A, MP4, WEBM or MOV. Audio files can be up to 50 MB and video files up to 500 MB. Keep this tab open until the upload finishes.
A large upload stopped
Check your connection, then use Retry. Large uploads resume from completed chunks instead of starting over.
My video has no content yet
Transcription finishes before the content pack is written. Leave the recording in your library and return later; you do not need to upload it again.
Generating assets is taking too long
If it has not changed for at least 15 minutes, select Retry generation on the recording. The safety lock prevents duplicate processing.
The recording says Failed
Read the message shown beneath the status. Delete and re-upload only when the message identifies an invalid or unreadable file.
The dashboard looks out of date
Refresh the page once. Recording status normally updates automatically, but a sleeping browser tab can temporarily lose its live connection.
An export will not download
Allow downloads for ReelScript, refresh the recording, and try again. Your saved edits remain in the content pack.
What is in the Word content pack?
The editable document separates YouTube, Instagram, Facebook, X, clips, carousels, posts, newsletters, hooks, quotes and insights into clearly labelled sections.
I want to change generated text
Open the relevant content tab, select the individual quote, carousel or long-form draft, then choose Edit and save.
Why is there a watermark?
Watermark-free exports are included with Creator, Pro and Agency plans.
I forgot my password
Choose Forgot password on the sign-in page and use the secure link sent to your account email.
I did not receive the reset email
Check spam and wait a few minutes before requesting another link. Use only the newest reset email.
I want to delete my account
Open Settings, enter your current password, and use Delete my account. This permanently removes your private recordings and generated content.
How do I change or cancel my plan?
Open Plans and billing from your dashboard. A scheduled cancellation keeps access active until the displayed billing date.
How do I request a refund?
Read the Refund Policy and use Paddle's order lookup. Paddle is the Merchant of Record and processes eligible refunds.
My paid plan is not showing
Refresh after checkout. If it still shows Free, keep your Paddle receipt and use the contact option here when direct support becomes available.
Tell us what would make ReelScript more useful. Suggestions are linked to your account so we can understand the request and follow up when needed.
Still need help?
Direct email support is coming soon at support@getreelscript.com. We will activate the contact button here as soon as that mailbox is ready.