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SUPPORT

Stuck on set?
Here is how to reach us.

Find help with moviefactory.ai, manage your data and get answers to common studio and companion-app questions. Contact us if you need further support.

Effective September 9, 2026 · Published by Adastra Studios

Contact

Email support@adastrastudios.com. We read everything and usually answer within a few working days; there is no phone support. To help us help you, include:

  • What you were doing and what happened, with the exact message if one appeared.
  • Your browser and device, or the app version on Mac, iPhone or iPad.
  • Whether the project uses uploaded footage, generated media or the sample pipeline.
  • A screenshot if you have one; blur anything private first.
  • Project text or footage only if you want us to see it.

Waitlist and your data

To be removed from the early-access list, or to ask about anything in the privacy policy, email support@adastrastudios.com from the address you signed up with. We remove entries within a month, usually much sooner.

Reporting a security issue

If you find a security problem in the website, the API or the studio, email support@adastrastudios.com with “Security” in the subject and give us time to fix it before publishing details. We do not run a bug bounty, but we will credit you if you want us to.

Studio basics

A few things that answer most questions:

  • Browser projects are saved on the device and browser where you made them; the Mac app saves local film documents. Use production packages to back up or transfer supported film content, and export .movieassets packs separately for the reusable catalog. Clearing site data deletes browser projects and catalog assets.
  • Browser provider keys are kept only for the current tab session. Enter them again after reloading.
  • If the browser reports that storage is full, back up the project, free some space, then retry the save.
  • Movie export uses fast H.264/AAC encoding when the browser supports it; speed depends on the hardware, media and film. Otherwise, the browser records in real time with the tab in front. Keep the device awake and follow the export dialog’s guidance about background tabs. The Mac app exports movies locally through its native encoder.
  • The sample pipeline attaches placeholder artwork so you can try the workflow; it never counts as finished footage.

Companion app

moviefactory.ai for iPhone and iPad works without an account. To bring footage into the studio, use Finish in moviefactory.ai in the app, save the package it prepares, then choose Import production package in the studio’s project chooser. Trims, speed and framing travel with the selected takes, and nothing is uploaded. The companion app page shows the whole handoff.

Open-source software

The fast movie export in the studio uses Mediabunny by Vanilagy, unmodified, under the Mozilla Public License 2.0. Its source code is available at https://github.com/Vanilagy/mediabunny and the licence at https://mozilla.org/MPL/2.0/.

More answers

The questions and answers cover early access, models, pricing, storage and export. The workflow page walks through every stage, and the product reference lists capabilities and limits in plain text. The terms of use explain what you agree to.