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Work through these in order:

• Check photo permission. iOS Settings → BRoll King → Photos. If it is set to "None" or to a selected-photos list that excludes your clip, the picker will look empty.
• Wait for iCloud. A video stored in iCloud Photos has to download before it can be read. If it shows a cloud badge in Photos, open it there once and let it finish.
• Check the format. Standard iPhone recordings (H.264 or HEVC in .mov / .mp4) are what the app expects. A file from another device in an unusual codec may not open.
• Check that it has sound. Everything the app does starts from the audio track. A silent clip gives it nothing to work with.
• Check free space. Rendering writes a second copy of the video. If storage is nearly full, the import or the export will stop.

• Connection. Audio has to reach our server. On a weak or blocked connection the upload stalls — try again on Wi-Fi.
• Credits. Transcription costs 3 credits per minute (15-credit minimum per video). If you're out of credits the app says so; the Credits tab shows your plan and, for paying subscribers, extra credit packs. A failed transcription is refunded, and re-analysing the same video doesn't charge again.
• Difficult audio. Heavy background noise, distance from the microphone or several people talking over each other can make any transcript less accurate — record close to the mic in a quiet room for the best cuts and captions.
• Long recordings. Very long files take a while. Leave the app in the foreground until it finishes rather than switching away.

If it fails repeatedly on a clip that plays back fine, send us the length and the error text.

Your balance is held on your account on our server, not on the device, so it should be identical on every phone you sign in to.

• Bought credits or a plan that haven't appeared. Purchases are confirmed with Apple before they are added. If nothing has changed after a minute, tap Restore Purchases in the app (in Settings, or on the plans screen). Still missing? Send us the date and the Apple receipt.
• Monthly credits went down at renewal. That is expected: plan credits reset to the plan's monthly amount at the start of each period and don't roll over. Credits from extra packs are never reset — they are carried over on top.
• Credits spent on a job that failed. When a job fails on our side, its credits go back to your balance automatically. If you see a failure without a refund, tell us when it happened.
• Balance lower than expected. Generation is charged per item: a stock photo costs 5 credits and a stock clip 10 (the AI fit check is included; nothing is charged when nothing fits), AI video is charged per second, animated captions cost 10 credits per video (once; re-rendering the same video is free), and regenerating an insert costs the same as generating it the first time. The cost of each action is on the pricing section.
• Signed into the wrong account. Credits belong to the account, so a second sign-in method (Apple instead of Google, or a different email) is a different balance. Check which one you are signed in as under Settings (or Account on the plans screen).

Your plan belongs to your BRoll King account and is billed through your Apple Account.

• Sign in with the same account you subscribed with (Apple, Google or email).
• Then tap Restore Purchases — in Settings, or at the bottom of the plans screen if that is what the app shows. This asks Apple for your active subscription and re-links it.
• If the app says the subscription is linked to a different BRoll King account, sign in with that account instead, or tap Restore Purchases to move it to the account you are signed in to. One Apple subscription belongs to one BRoll King account.

On your iPhone: Settings → [your name] → Subscriptions → BRoll King, or Manage Subscription inside the app (in Settings, or under Account on the plans screen).

• Cancel at least 24 hours before the current period ends to avoid the next charge. You keep your plan until the end of the period you've paid for.
• New accounts get 250 free credits for your first 30 days, no card needed; then a plan. Nothing is charged until you pick a plan, so the free credits need no cancelling.
• Upgrading takes effect straight away; downgrading takes effect at your next renewal.
• After a plan ends, credits from extra packs you bought stay on your account and can still be used.

Refunds are decided by Apple: request one at reportaproblem.apple.com.

BRoll King can tell you when your B-roll is ready if you've switched to another app while it's being created. The final render is different: it runs on your phone and needs the app open. If you leave during the render, it stops and has to start over, so there's usually no notification for it — keep BRoll King open until your video is done (the screen won't lock).

• Check the permission. In the app: Settings → Notifications. It asks for permission, or opens iOS Settings if notifications were turned off there.
• Don't swipe the app away. If you force-quit BRoll King from the app switcher, iOS cancels the background work and no notification can arrive. Switching to another app is fine.
• No notification while the app is open — you see the progress on screen instead.
• It can arrive a little late. iOS decides when background work runs; a long video or many AI items can take longer. If some items couldn't be created, the notification says so and the app asks you what to do — retry, change them in the plan, or continue without them.

Before an AI image or AI video is generated, its prompt is checked against our content rules: no sexualised or adult content. A blocked prompt is not charged. Reword it — or tap Generate prompt for a new one — or switch that insert to stock footage.

Generated images are checked too; one that fails the check isn't delivered and its credits are refunded. If you think a harmless prompt was blocked, send us the wording.

In Library › Assets. Every AI image, AI video and motion graphic is saved there on your iPhone as soon as it downloads, and stays until you delete it.

• If a later edit asks for the same clip, it's reused automatically and costs nothing. You can also pick any asset by hand: Use my own B-roll → Assets.
• If the app closed half-way through an edit, clips you had already paid for in the last 3 days are restored from your account automatically when you open the app or the Assets screen.
• Stock photos and footage are not kept; a later edit finds them on Pexels again (5 credits a photo, 10 a clip).
• Deleting an asset removes it from this iPhone; using it again means generating (and paying for) it again.

In the app: Settings → Delete Account, then confirm. If the app is showing the plans screen, tap Account → Delete Account there — no subscription needed.

This is immediate and permanent. Your profile, your credit balance and your credit history are removed from our servers. Unused credits are forfeited and cannot be restored, so spend them first if you want to. Videos on your device are untouched — we never had a copy.

If you signed in with Apple, the app may then ask you to continue with Apple so we can disconnect Sign in with Apple from BRoll King. Your account is deleted either way. You can also remove BRoll King from Sign in with Apple yourself at any time in your Apple Account settings.

Deleting your account does not cancel an App Store subscription. Cancel it first in Settings → [your name] → Subscriptions (the delete dialog in the app has a shortcut), otherwise Apple keeps billing.

If you cannot open the app, email support@brollking.com from the address on the account and we will do it for you.

Even the first step — the transcript — runs on our servers, and every server step is paid from your account's credits. Signing in (Apple, Google or email) keeps your plan, credits and restorable clips in one place and lets them follow you to a new phone.

Yes, in the app's Settings: Suggest zooms in the plan, AI retake review (10 credits) and AI caption review (5 credits) each have their own switch. You can also switch off a single zoom on the plan screen.

BRoll King transcribes videos in 90+ languages and detects the spoken language automatically. Accuracy varies by language. You can also set the language by hand to English, Turkish, German, Spanish or French in Settings.

Two parts are tuned for specific languages: the filler-word and restart-phrase lists cover English and Turkish, and motion-graphics text is written in English, Turkish, German, Spanish or French (videos in other languages get English text).

The app's interface is available in 12 languages: English, Spanish, Portuguese (Brazil), French, German, Turkish, Indonesian, Chinese (Simplified), Japanese, Korean, Arabic, Russian. You can change it on the sign-in screen or in Settings.

Any iPhone running iOS 17 or later (iPhone XS / XR and newer); iPhone 11 or newer is recommended. The heavy lifting — transcription and media generation — happens on our servers, but cutting, compositing and exporting run on the phone, which is where the requirement comes from.

It is in development. Join the waitlist on the home page and you'll get one email the day it opens.

The render is a new file; your original recording is never modified or deleted. Go back into the project, change the cut list, and render again.

Stock clips come from Pexels and are used under the Pexels License, which allows commercial use with some restrictions. AI-generated media has no such licence attached, but you remain responsible for what you publish. The details are in the terms of use.

No. The full-resolution video never leaves your device. Only extracted audio is uploaded for transcription and it is deleted as soon as the job finishes — see the privacy policy.