Contact support
Include your device model, iOS version, Kleivo version, and the steps that led to the problem. If an error appears, include its exact wording. A screenshot can help; hide personal information first.
Do not send passwords or private footage. Read our privacy policy before sharing attachments.
Common questions
Do I need an account or internet connection?
No account is needed. Editing and rendering run locally. Importing a file stored in iCloud or another provider may require a download. Sharing, backups, and contacting support may use the network through the service you choose.
A photo or video will not import.
Open it in Photos or Files first and make sure it is fully downloaded and readable. Kleivo supports still JPEG, PNG, HEIC, and TIFF images; animated and RAW images are not currently supported. For video, use a readable, unprotected file. If it still fails, send support the error wording and file type, without attaching the original unless needed.
Automatic captions are unavailable.
Allow Speech Recognition in iOS Settings and choose one of the languages offered by Kleivo. The app uses only languages that support recognition on your device. Try again if iOS reports that recognition is temporarily unavailable.
An export failed or could not be saved to Photos.
Read the error message, check available device space, and retry. Keep Kleivo open during export. If saving to Photos was denied, change Photos access in iOS Settings, or use Share to save the completed file to another destination. A failed save to Photos does not mean the completed export must be rendered again.
I deleted a project. Can I restore it?
Open Recently Deleted from the project library and restore it within its 30-day recovery period. A project permanently deleted there cannot be restored by Kleivo support. Check your own exported project packages or device backups for another copy.
Why does deleting a clip not free all its space?
Imported originals may still be needed for Undo, recovery, or saved revisions. Projects in Recently Deleted also use space. Open Settings → Storage to review app-managed files; saved exports are separate from their source projects. Keep a backup before permanently removing work.
A project reports missing media.
Open its media workspace and use the relink option to choose a compatible replacement. Use the original file when possible. Keep any remaining project files until you have checked the replacement and the preview.
How do I make a portable copy of a project?
Use Export Project to create a project package containing the saved edit and the originals needed by its included history. Save or share that package to a location you control. A video export alone is a finished film, not an editable project backup.
Before removing or reinstalling the app
Save the project packages and exports you want to keep outside the app. Support cannot recover work stored only on a device after that data has been removed.