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OnceClip Support
Contact us
Support email (fastest channel)
oncehit.service@gmail.comWe reply within 1 business day. Please include: a description of the issue, the job ID (if any), and your browser + OS.
FAQ
Q: Video generation failed — what now?
If it was a server-side error, the failed portion is not charged. Try again once; if it still fails, email us with the job ID and error message.
Q: How long are uploaded files retained?
Source files and generated videos are kept for up to 7 days after completion, then deleted automatically. See the Privacy Policy for details.
Q: Can I get a refund?
Top-up credits can be refunded within 7 days for the unused portion (per Taiwan consumer protection law). Email us with your order ID. Used credits are non-refundable.
Q: When will my credits arrive?
ECPay (credit card / ATM) is usually instant; PayPal arrives within seconds. If you don't see it after 10 minutes, email us with the order ID.
Q: The extension can't sign in?
First sign in at clip.oncehit.com — the extension inherits the login automatically. If it still fails, click the "Reload" icon for OnceClip in
chrome://extensions/.Q: Can I use generated videos commercially?
Yes. Videos you generate belong to you; OnceClip retains only a limited license for service improvement. See Terms of Service §6.
Q: What languages are supported for narration?
9 locales, 78 AI voices total: Taiwan / Hong Kong / US / UK / AU / Japan / Korea / China / France / Germany / Spain / Italy.
Reporting bugs
When emailing about a bug, please include:
- A clear description (the more detailed the steps, the better)
- Browser and version (Chrome 130 / Edge / etc.)
- OS (Windows 11 / macOS 14 / etc.)
- Job ID (if related to a video render)
- Screenshots or error messages
Service status
Uptime monitoring is provided by OncePing.