Hi,

It is concerning that you can't access your paid Pro features after reinstalling CapCut, especially after formatting your computer. Let us get this sorted out so you can access your subscription on your desktop again.

It is highly likely that your Pro subscription is still active, but the desktop application is simply not recognizing it after the reinstallation. This is a common issue with software licenses and account synchronizations.

Here is a step-by-step approach to troubleshoot and regain access to your CapCut Pro subscription on your desktop:

Troubleshooting steps to re-activate CapCut Pro on Desktop:

1. Verify Your Pro subscription is Active (Web or Mobile):

   • Check CapCut Website: Go to the CapCut website. Log in to your CapCut account there. Navigate to your account profile or subscription settings. Confirm that your Pro subscription is still listed as active and valid.

   • Check CapCut Mobile App: Open the CapCut mobile app on your phone (where you know Pro was working). Go to your profile settings or account information within the app. Verify that your Pro subscription is recognized there as well.

   • If your Pro subscription is active on the website or mobile app, this confirms that your purchase is still valid, and the issue is likely with the desktop application's login or recognition.

2. Force Quit and Re-launch CapCut Desktop:

   • Completely close the CapCut desktop application. Make sure it's not running in the background.
   • Windows: Use Task Manager (Ctrl+Shift+Esc) to ensure all CapCut processes are ended.
   • Mac: Use Activity Monitor (Applications > Utilities > Activity Monitor) to force quit CapCut.
   • Re-launch CapCut Desktop and try logging in again using the exact same login method (Google, TikTok, QR code, etc.) that you used when you originally purchased Pro.

3. Sign Out and Sign Back In on Desktop Application:

   • Within the CapCut Desktop application, if you are logged in (even if it's showing "Join Pro"), try to sign out of your account. Look for a "Profile" icon or menu in the CapCut interface (usually in the top corner). There should be a "Sign Out" or "Log Out" option there.
   • After signing out completely, close and re-launch CapCut Desktop again.
   • Now, sign back in using the same login method and account credentials associated with your Pro subscription.

4. Clear CapCut Desktop App Data/Local Files:

   • This step removes local application data that might be causing login or account recognition issues. It should not delete your projects, but backing up important projects is always recommended.
   • Completely uninstall CapCut Desktop from your computer (using the standard uninstall process for Windows or Mac).
   • Manually delete CapCut's residual folders:
     • Windows:
       • Open File Explorer and type %LocalAppData% in the address bar, press Enter.
       • Delete the entire "CapCut" folder.
       • Also, check in %AppData% and %ProgramData% folders for any remaining "CapCut" or "ByteDance" folders and delete them if found.
     • Mac:
       • Open Finder, press Command + Shift + G (Go to Folder).
       • Enter ~/Library/Application Support/ and delete the "com.lemon.capcut" folder.
       • In Finder, also go to /Library/Caches/ and /Library/Preferences/ and delete any folders or files related to "CapCut" or "ByteDance".
   • Restart your computer after deleting these folders.
   • Reinstall CapCut Desktop from here.
   • Launch CapCut and log in again with your Pro account details.

5. Check for Account Region/Server Issues:

   • In rare cases, if you used a VPN or changed regions during your initial Pro purchase or setup, it might cause a region mismatch.
   • Try logging in to CapCut Desktop without using a VPN and with your computer's region settings set correctly to your actual location.
   • Alternatively, if have not used a VPN before, try using one now in order to just check if this is indeed a region mismatch issue. If you are able to successfully use the PRO from another country this means may be CapCut PRO might be stopped or temporarily unavailable in your country.

6. Restore purchase:

   • Check if your CapCut version has the "Restore Purchase" option, usually found in account settings or subscription sections. Look within the CapCut Desktop app's settings menus for any such option. If you find "Restore Purchase," try using it. It might re-verify your subscription with the app store or CapCut's servers.

If None of These Steps Work - Contact CapCut Support Directly:

If you've tried all the troubleshooting above and your Pro subscription is still not recognized on the desktop app, you will need to contact CapCut Support directly at [email protected]. Do note that on this forum we provide limited support and all the account related concerns need to be handled by the backend development team.

When you contact CapCut Support, provide them with the following information to help them assist you quickly:

• Your CapCut Account Email Address: The email you use to log in to CapCut and the one associated with your Pro subscription.
• Proof of Purchase: If you have a transaction receipt or confirmation email for your CapCut Pro subscription, provide this to support. Screenshots are helpful.
• CapCut Desktop Version: If you can find the version number of the CapCut Desktop application (usually in "About CapCut" in the menu), provide this.
• Operating System: Specify if you are using Windows or macOS and the specific version (e.g., Windows 11, macOS Sonoma).
• Detailed Problem Description: Clearly explain that you purchased CapCut Pro, it's recognized on web/mobile, but not on the desktop app after reformatting your computer and reinstalling. Mention the troubleshooting steps you've already tried.

Important Note: It's highly likely that CapCut support will be able to resolve this for you. Account synchronization issues after reinstallation are common, and they should have tools to verify your subscription and re-activate it on your desktop application.

Please try these steps systematically, and if you still face issues, reaching out to CapCut support is the key to getting your Pro access restored on your desktop. Let us know if you have any questions along the way.