Help: mobile app

Help with edits and refunds in the ReBrandOS app.

What to do when an edit fails or doesn’t look right, and how to get a refund for credits.

If an edit fails

The app shows the edit as failed, with the reason.
The credits held for that edit go back to your wallet automatically. You don’t need to ask for them.
Your takes stay on your phone, so you can send the edit again. If the reason was a take, record that part again first.
We delete the uploaded takes for a failed edit 14 days after it failed.

Ask for changes from the review screen. The first change request on an edit is free, and each one after that costs 5 credits.
You can also reject the edit. Credits for an edit are charged when it’s ready for review, so rejecting it doesn’t return them automatically.
If the edit is unusable, email hello@rebrandos.com with the brand name and the time you sent the edit, and say what’s wrong with it.

Now and then we pause new edits, for example while we fix a problem with editing. The app shows a message when you try to send one.
Nothing is charged while edits are paused, and your takes stay on your phone. Send the edit again later.

Credits bought on iPhone are refunded by Apple. Ask for a refund at reportaproblem.apple.com.
Credits bought through Google Play are refunded by Google. Ask for a refund in Google Play under Payments and subscriptions.
Credits bought on the ReBrandOS website follow our refund policy.
When a purchase is refunded, its credits are removed from the wallet they went into. If some were already spent, the balance can go below zero, and new paid work in that wallet waits until the balance is positive again. Videos that were already finished stay yours.

On iPhone, open Credits and tap Restore purchases. The app sends your App Store purchases to ReBrandOS again, and a purchase is never counted twice.
If they’re still missing, email hello@rebrandos.com with the date of the purchase and the email on your app account.

Still stuck? Email hello@rebrandos.com and include the email on your app account. See also the refund policy.