Unable to Purchase on my Mac

Hi,

We are sorry to hear you are experiencing difficulties purchasing and exporting videos with CapCut on your Mac. This issue can arise due to various factors, but here are some steps that have helped others resolve similar problems:

1. Understanding CapCut's Purchase Model (Desktop Version):

• Free vs. Pro: CapCut's desktop version offers a free tier with many features. However, certain advanced features, effects, transitions, or even exporting at higher resolutions requires a CapCut Pro subscription.
• Trial Period: You might be using a feature that's part of a trial period that has now expired, requiring a purchase.

2. Troubleshooting the Purchase Failure:

Let's go through the steps to try and resolve the "purchase failed" error:

• Verify Your Payment Information:
  • Double-check the credit card or payment method details you entered. Ensure the card number, expiry date, CVV, and billing address are all correct.
  • Make sure there are sufficient funds or credit available in your account.
• Use the same Apple ID: Ensure you’re signed in to the same Apple ID used for the purchase. Mismatched accounts can cause activation issues
• Try a Different Payment Method: If possible, try using an alternative payment method (another credit card, PayPal, etc.) to see if the issue lies with the original payment method.
• Purchase via CapCut's Website: Instead of subscribing through the Mac application, try purchasing CapCut Pro directly from their official website. After completing the purchase, restart the CapCut app on your Mac to recognize the updated subscription status.

• Restart CapCut and Your Mac: This simple step can often resolve temporary glitches. Close CapCut completely and then restart your MacBook. Try the purchase process again.
• Check Your Internet Connection: A stable and reliable internet connection is essential for completing online purchases. Ensure you have a strong connection.
• Reinstall CapCut: Download the latest version from CapCut’s official website to rule out software corruption
• Update CapCut: Make sure you are using the latest version of CapCut. Sometimes, bugs related to purchases are fixed in updates. You can usually check for updates within the CapCut application itself (look for a "Check for Updates" option in the settings or menu).
• Check system compatibility: CapCut for Mac requires macOS 10.15 or later. Older macOS versions may cause compatibility issues. Update your Mac via System Preferences > Software Update.

• Clear browser cache: If purchasing via CapCut’s web version, clear your browser cache or try a different browser (e.g., Chrome, Safari).

• Clear CapCut Cache: CapCut stores temporary data (cache) that can sometimes cause issues. To clear CapCut's cache on your Mac:​
  • Open Finder.​
  • Press Command + Shift + G and enter ~/Library/Application Support/CapCut.​
  • Locate and delete the 'Cache' folder.​
  • Restart CapCut and check if the issue persists. 
• Check CapCut's Server Status: Although less likely, there could be a temporary issue with CapCut's payment servers. You could try again later or check if there are any announcements from CapCut regarding server issues.
• Contact CapCut Support: If none of the above steps work, the best course of action is to directly contact CapCut's official support team. They will have specific knowledge about their purchase system and can provide personalized assistance. You can:
  • Use the "Report a problem" button (purple button in the app’s bottom-right corner)
  • Email CapCut’s support team at commercepro.support [at] capcut.com or [email protected] with your subscription order details and member ID
  • Contact Apple Support: If the purchase is tied to your Apple ID, reach out to Apple Support via their dedicated portal
• Check for Duplicate Charges or Confirmation

  • Review bank statements: Ensure the payment wasn’t deducted despite the error. If funds were charged, contact CapCut or Apple to confirm the subscription status.

  • Restore purchases: For subscriptions, open CapCut > go to Settings > Subscription > Restore. This can reactivate existing purchases.

Steps to Take When Contacting CapCut Support:

When you reach out to CapCut support, be sure to provide them with the following information:

• The exact error messages you are seeing ("Your all set" and then "purchase failed").
• The version of CapCut you are using (you can usually find this in the "About" section of the application).
• The operating system of your Mac.
• Details about when the issue started and what steps you have already tried.
• If possible, a screenshot or screen recording of the purchase process and the error messages.

Avoid VPNs: Regional payment restrictions might block transactions if a VPN is active. Wait and retry: Server-side issues might resolve automatically after a few hours.

In summary, start by verifying your payment information and trying basic troubleshooting steps like restarting the application and your computer. If the problem persists, don't hesitate to reach out to CapCut's official support for dedicated assistance.

We hope you can get your video exported soon.