Support

Answers to the most common questions and how to reach us.

Contact us

Email: hello@clipleve.com

We reply on business days, in Portuguese or English. Issues involving possible loss of videos get priority.

To help us, please include:

  • the ClipLeve version (in Settings, at the bottom of the screen) and the iOS version;
  • the status shown in Your smaller copies (for example, “Needs attention”);
  • what you did and what you expected to happen;
  • if you want, the diagnostics text (see below).

Do not send passwords, card details or personal videos. If reproducing a problem would help, we will ask for a test video with no private content.

Plans, subscription and cancellation

Your first smaller copy is free. After that, ClipLeve Pro unlocks new smaller copies, the video queue and Send a smaller version, with two plans: ClipLeve Pro Annual (auto-renewable subscription, with a free trial for new subscribers when offered) and ClipLeve Lifetime (one-time payment, no renewal). The price is always the price shown by the App Store before you confirm.

How to cancel the subscription

  1. In ClipLeve, open Settings and, under Your ClipLeve, tap Manage subscription. Or open iPhone Settings › your name › Subscriptions and choose ClipLeve.
  2. Tap Cancel Subscription and confirm. Apple also explains the process in Cancel a subscription from Apple.
  3. Cancel at least 24 hours before the end of the current period (or of the free trial) to avoid being charged for the next one.

Deleting the app does not cancel the subscription. ClipLeve cannot cancel or change subscriptions for you: they are managed by Apple.

Free trial

When the App Store offers the annual plan's free trial, it applies to new subscribers and its length is shown on the purchase screen (for example, “3 days free”). When the trial ends, the subscription is charged automatically at the annual price shown, unless you cancel at least 24 hours before. If you cancel during the trial, access ends when the trial ends and nothing is charged.

When the subscription ends

How to restore your purchase

  1. Make sure the iPhone is connected to the internet and signed in to the same App Store account used for the purchase.
  2. Open ClipLeve and tap the Settings tab.
  3. Under Your ClipLeve, tap Restore Purchase. The iPhone may ask you to sign in to your Apple Account; this is handled by Apple, not by ClipLeve.
  4. When the purchase is found, the screen shows Compressions unlocked.

This works for both plans: restoring recovers the active subscription or the lifetime plan from the same account, including on another iPhone.

If you see Purchase awaiting approval (for example, with Ask to Buy), the unlock happens after Apple confirms it. You can close the screen and come back later. If the request was declined or expired, use Try purchase again: the app checks your purchase before opening a new request.

If you see a message that no valid purchase was found on this App Store account, check that you are using the same account you bought with, and write to us.

“Needs attention”: the smaller copy hasn't been checked yet

This status means that saving the smaller copy was interrupted, or that the app has not yet been able to confirm that it is in Photos and matches the video. Meanwhile, the original is preserved and cannot be moved to Recently Deleted. The app never repeats the save on its own, so it does not create duplicate copies.

  1. Open the video in Your smaller copies (Home or Settings). The screen shows “Let's check that the smaller copy made it to Photos”.
  2. Tap Check now. If the app already knows which video is the smaller copy, it checks that video byte for byte; if the video is in iCloud, open it in Photos first and wait for it to download.
  3. If it does not know, the check looks through the allowed videos in small groups and only confirms when it finds a single version with identical content. Keep ClipLeve open; you can stop and tap Continue later.
  4. With access to only some videos, a single match cannot be confirmed. Tap Allow all videos or check the videos manually in Photos.

Do not delete the original to clear this message. “We didn't find it” does not confirm that the save failed. If there is more than one similar video, the app does not pick one at random: check the videos in Photos.

“We need to check in Photos”: removal not confirmed

You asked to move an original to Recently Deleted, but Photos did not confirm the result (for example, the app was closed during the request). The smaller copy is still in Photos.

  1. Open the video in Your smaller copies; it shows as “Needs attention”.
  2. Tap Check. This action only queries Photos; the request is never repeated automatically.
  3. If the original is still in the library, the video goes back to “Light version saved” and nothing was removed. To try again, a new confirmation is required.
  4. If the original is no longer visible, it should be in the Recently Deleted album in Photos, where it stays for 30 days.

Frequently asked questions

When is my free version used?

Your first smaller copy is free. It only counts once it is saved and checked in Photos. Comparisons, failures, cancellations, the demo and videos that were already light do not use it up.

Why didn't my free space go up?

Keep both keeps both files in Photos. The sizes shown are file sizes, not a measure of space freed on the iPhone. After Replace the original, the original stays in Recently Deleted in Photos for 30 days, and the space only comes back once it leaves that album. To free it sooner, open Photos › Collections › Utilities › Recently Deleted and delete the video (the “Original in Recently Deleted” card on the home screen offers Open Photos). After that, it cannot be recovered. When you come back, tap I emptied it: the app measures your available space and shows before and after (for example, “Available space: 3.2 GB → 9.8 GB”). It is a reading of the system's value, not a promise; your iPhone may take a few minutes to update it, and Photos and iCloud may also adjust storage use at a later time.

What do sizes with “≈” mean?

In the list, the size of a video that hasn't been analyzed yet is estimated from its duration and resolution, so the largest ones can come first without downloading originals. In Choose size, each option — Nearly identical, Balanced and Much smaller — shows the estimated size and percentage before anything is processed, calculated from that option's target bit rate. The home screen adds those estimates up in “≈ … to save across your largest videos”. These are estimates: the final size is only confirmed when the smaller copy is done.

How does the video queue work?

Tap Select in the video list and pick several videos (up to 50), or use Make all N light under Start here on the home screen. Pick one size for all of them and tap Make N light. ClipLeve processes one video at a time, with the usual verification, and skips the ones that are already light or aren't compatible. If you turn on Replace originals when done, once every smaller copy has been checked in Photos, a single iPhone confirmation moves those originals to Recently Deleted, where they stay for 30 days; with it off, the originals stay in Photos and the summary offers Replace originals now. The screen stays on; leaving the app stops the queue after the current video (on iOS 26, it may continue in the background, with the system's progress), and Stop after this one stops it safely. The queue is part of ClipLeve Pro.

How do I use Send a smaller version?

In the video list, touch and hold a video and choose Send a smaller version. Pick the destination — For messages · up to 64 MB, For email · up to 25 MB or Custom size — and, if you like, turn on Send just a clip. If the whole video can't fit, the app tells you how long the clip can be. Then tap Prepare and send: ClipLeve prepares the version and opens the iPhone share sheet so you can pick a messaging or email app. The file is deleted when the share sheet closes. Nothing is saved to Photos, the original doesn't change and the free smaller copy is not used. This feature is part of ClipLeve Pro.

The video needs to be downloaded from iCloud. What do I do?

A thumbnail in Photos does not mean the full video is already on the iPhone. When the original is stored only in iCloud, ClipLeve offers a Download from iCloud and continue button; the download only starts after you tap it, and its progress appears on screen. The download uses internet data and temporary storage; it may use cellular data depending on your iPhone settings. The original stays in Photos and in iCloud.

Why isn't my video compatible?

In this version, ClipLeve supports videos up to 30 minutes and 10 GB, up to 4K and 120 frames per second, in H.264 or HEVC (MOV or MP4), including HLG HDR and Dolby Vision 8.4. Videos edited in Photos and time-lapse are supported: for an edited video, the smaller copy keeps the edit, as you see it in Photos, and the comparison warns that moving the original also moves the unedited version. Cinematic mode, slow motion and spatial videos are not supported. The app explains why and does not offer a purchase for an incompatible video.

“This video is already light.” What now?

The file is already well compressed. You can try Much smaller or, to send it in a message, use Send a smaller version. A smaller copy can only be saved when it is at least 5% and 5 MB smaller. This result does not use the free version and nothing is saved; the original stays in Photos.

The quality is lower than I need.

Compression can reduce detail. Keep the original and try the Nearly identical size. If the smaller copy does not meet your needs, tap Discard (nothing changes in Photos) or keep both videos.

Can I leave the app while it works?

You can close the video screen and use the rest of ClipLeve while it works. On iOS 26, a long job may continue in the background, with the system's progress. On earlier iOS versions, leaving the app interrupts processing, and locking the iPhone may interrupt it on any version. If that happens, just start again; the queue stops after the current video. The original doesn't change.

How does removing an original work?

On the result screen, Replace the original saves the smaller copy, checks it in Photos by hash and only then asks for your iPhone's confirmation to move the original to Recently Deleted, where it stays for 30 days. If you chose Keep both, tap Compare both later, check I compared them and want to move this original to Recently Deleted and tap Move original to Recently Deleted; the app checks both files again and your iPhone asks for confirmation. In the queue, Replace originals when done uses a single confirmation for all of them. If any step fails, nothing is removed. With iCloud Photos, the removal may appear on your other devices and, in a shared library, affect the participants. Recently Deleted is not a backup.

I deleted something by mistake. What do I do?

Avoid further removals and open Photos > Collections > Recently Deleted, where items stay for 30 days. See Apple's guidance and your backups. Do not empty Recently Deleted. Write to us describing what happened and the status shown in Your smaller copies.

What happens when I clear the history?

Eligible records and temporary files are removed from this iPhone. Your smaller copies stay in Photos, but the app loses its links to them. Your purchase and the free version record are kept. Jobs with a pending save must be confirmed first.

How do I request a refund?

Plans are paid to Apple, and refunds are requested from Apple at reportaproblem.apple.com (Apple's instructions). We have no access to the payment and cannot issue refunds directly, but you can contact us at the email above to report the problem and get help. Canceling the subscription stops future charges but does not refund a period already charged: for that, ask Apple. This does not affect your rights under applicable consumer protection law, including Brazil's Consumer Protection Code.

Can I try it without giving access to my videos?

Yes. The welcome screen shows a measured example and, on the Videos tab, Try with a sample video walks through the flow with a video included in the app. It does not represent your library, does not save to Photos and does not use the free smaller copy.

How to share diagnostics

  1. In ClipLeve, open Settings > Diagnostics.
  2. Tap Review Diagnostics and read the full text.
  3. If you agree, tap Share Diagnostics and choose the Mail app, addressing the message to hello@clipleve.com.

The report contains only the app version, the major iOS version, and the steps and result codes from the last 7 days (up to 500 events). It does not include videos, photos, file names, storage information or detailed error messages. Nothing is sent unless you choose a destination. You can delete the log with Clear Diagnostics; this does not affect videos, history or your purchase.