How can we help?
Quick answers to the questions we hear most. Can’t find what you need? Message us at the bottom — a real person reads every one, usually replying within a business day.
How do credits work?
Every set of captions you generate uses credits — photos and carousels use 1 credit, videos and reels use 2 (video takes more to analyze). Your monthly allowance depends on your plan: Free is 5 credits/month, Starter 50, Pro 150, and Studio 250. Credits refresh at the start of each calendar month.
My reel or video analysis failed — “Analysis hit a snag.” What happened?
That’s almost always a brief capacity blip on our AI provider’s side, not a problem with your video — and your credits aren’t charged when it happens. Give it a moment and try again. If it keeps failing on the same file, send it our way below and we’ll dig in.
How do I change my plan, update my card, or cancel?
Open the account menu (the circle with your initial, top-right) and choose Billing — it opens the billing portal where you can switch plans, update payment, or cancel anytime. If your plan is a free/creator month, there’s nothing to bill, so the portal simply won’t have anything to manage.
What is the “voice profile,” and how does it get better?
Captiv learns how you write from the captions you keep, edit, and copy — the more you use it, the more the captions sound like you rather than a generic AI. You can also seed it from a few of your past captions. Voice matching is available on paid plans.
Can one upload make captions for several platforms?
Yes — pick every platform you post to and each one gets its own caption tuned to how that platform actually works. Instagram, TikTok, YouTube, Pinterest, LinkedIn, Threads, and X are all supported.
How do I get a free month as a creator?
Post a short reel about Captiv, tag us, and submit the link on the creators page. Once we review it, we’ll credit a full month of Starter to your account.
Is my content used to train AI?
No. What you upload is used only to caption your own post, and video uploads are deleted after analysis. Your voice profile is used for your account only — never to train models for anyone else. Full detail is in our privacy policy.
How do I change my email or password?
Account menu → Account settings. You can update your email (you’ll confirm the new address by link) or set a new password there.
Still need a hand?
Send us a message and we’ll get back to you by email. You can also reach us directly at supportcaptivsocial@gmail.com.