Dear CapCut Support Team,
It has now been about two weeks, and I am still unable to access my CapCut account, which I depend on for work. I have been required to verify my ID to sign in, but despite my repeated efforts, I still cannot regain access to my account and the Pro features I pay for.
Additionally, I have encountered a major issue with the birthdate entry in the CapCut app. The system does not allow users to input a birthdate beyond the 28th of any month, which means I cannot enter my actual birthdate (May 30, 1986) and cannot complete the verification process.
To make matters worse, I have not been able to get in contact with support, as I’ve received no responses to my previous inquiries. This ongoing issue has already cost me hundreds of dollars in lost revenue, and at this point, I’m extremely frustrated.
I need an immediate resolution. Please review my previous support tickets, verify my license, fix my account, and restore my access as soon as possible. This delay has gone on far too long, and I urgently need a response.
Please let me know how this can be resolved in the next 24 hours. I appreciate your immediate attention to this matter.
Hi,
We are sorry to hear about you not being able to access your CapCut PRO account. Unfortunately this matter needs to be taken up with the CapCut support team only as on this forum we do not have the ability to directly access your CapCut account, review your support tickets, verify your license, or fix your account ourselves.
We can provide you with information and suggest steps to try and get this resolved as quickly as possible. Let us focus on actionable steps you can take right now to get your account back in order:
Immediate steps to address the issue:
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Make sure you are reaching out to CapCut on the correct mail IDs
- Reach out to CapCut's support team at [email protected] or commercepro.support@capcut.com. There might be a chance that your earlier emails might have gone to wrong email IDs or bounced so make sure to check the same.
- Clearly detail the birthdate entry issue, your actual birthdate, and the problems you are facing with ID verification. Emphasize the urgency due to the impact on your professional work.
- Note that since CapCut receives a lot of request mails per day it is possible that your communication might have been lost or might be pending to be addresses.
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Provide Comprehensive Documentation:
- Attach screenshots or screen recordings illustrating the birthdate input limitation.
- Include copies of your ID and any other documents previously submitted for verification.
- Mention any previous support ticket numbers or correspondence to provide context and demonstrate the ongoing nature of the issue.
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Alternative contact methods:
- Follow up on your earlier emails.
- Social Media: Consider reaching out through CapCut's official social media channels, such as Instagram, TikTok, X or Facebook, to escalate the matter.
Preventative measures for the future:
- To safeguard your projects, regularly back up your work to external storage or cloud services.
- Periodically review and update your account information to ensure all details are accurate and up-to-date.
- If you are unable to enter 30th as your birthdate try entering a number below 28th just to see if it allows you to login. This way you can regain access to your account first and then report this issue with the CapCut support team.
We understand your frustration and financial impact this situation has caused. By providing detailed information and utilizing multiple contact avenues, we aim to expedite the resolution of your account access issues. If you need further assistance or have additional questions, please provide more details such as what caused your account lock out, what error message do you see while trying to login.
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