Support
Help with ClipSail
What ClipSail works with today, why a file is turned away, where your results go, and how to reach support.
Updated
Contact support
Email hello@clipsail.app. Email is the only way to reach support: there's no contact form, chat or account.
What to include
- Your app version and build. You'll find them in Settings → Help and support, under About this app.
- Your phone model and its Android or iOS version.
- Which task you chose: Make smaller, Convert to MP4 or Extract audio.
- What you tried, what you expected, and what happened, including any message ClipSail showed.
- A support report, if you'd like to add one (see below).
What not to send
- Don't attach videos, audio or other media unless we ask you for a specific file.
- Don't send passwords, full file paths or links to files in your cloud storage.
Support reports
In Settings → Help and support, choose Create support report. ClipSail shows a local text preview that you can read and edit. The generated text contains numeric app, OS and component versions and coarse counts of operations and errors. It leaves out your media, file names, paths, provider links, thumbnails, job identifiers and raw logs.
Read the report before you choose Save or Share. Anything you type into it is included. Nothing is sent automatically: a report reaches us only if you send it yourself.
How long we keep your email
We keep your messages while we work on your case. 90 days after the case is closed, we delete the email thread, any attached reports and our working copies. If you write again about a closed case, it becomes active again. The privacy policy has the details.
What ClipSail supports
ClipSail makes videos smaller, converts them to MP4, and extracts or converts audio, one file at a time. This is what the current version accepts:
| Item | Supported today |
|---|---|
| Phones | Android 13 or later, or iOS 17 or later |
| File size | Up to 500 MB (500,000,000 bytes) |
| Length | Up to 10 minutes |
| Video in | 8-bit SDR H.264 or HEVC, up to 1920×1080 or 1080×1920 at 30 fps |
| Audio in | MP3, AAC and PCM |
| Video out | MP4 (H.264 + AAC), up to 1080p at 30 fps |
| Audio out | MP3 or M4A |
| Compression | Smaller, Balanced or Higher quality |
| Not supported | HDR video and protected media |
Whether a conversion can run still depends on your device and its operating system, including the free space and other resources it has.
Why a file is rejected
Before you can start, ClipSail makes a private copy of the file you picked, checks it, and reads its actual audio and video streams. A matching file extension isn't enough: a file can end in .mp4 and still contain video ClipSail doesn't support.
A file is turned away when:
- it's larger than 500 MB or longer than 10 minutes
- its video is HDR, larger than 1920×1080 or 1080×1920 at 30 fps, or uses a profile ClipSail doesn't recognize
- it's protected media
- you chose Extract audio and the video has no audio track
The video checks apply to audio extraction too, so a video ClipSail can't read is turned away even if you only want its sound. A rejected file is never changed.
Files from cloud storage. If the file is stored with a cloud provider, the provider may need a network connection or your sign-in before ClipSail can copy it. Downloading it to your phone first can help. If access is lost, the provider is unavailable or the file changes while it's being copied, select the original again.
Compression and size estimates
Choose Smaller, Balanced or Higher quality. Lower quality trades detail for a smaller file.
The size shown before you start is an estimate, not a maximum. Some files come out larger than they went in, so a smaller file isn't guaranteed. Custom target sizes aren't available in this release.
If a conversion is interrupted
Follow the guidance on the processing screen. Some phones let processing continue after you leave the app; others need ClipSail to stay open. Either way, the system can still stop the work, so completion isn't guaranteed once you leave.
Nothing restarts automatically. When you come back, you can restart an interrupted conversion from the beginning while ClipSail still has its copy of your input. Input copies become eligible for cleanup after 7 days, and the retry screen shows the deadline. After that, select the original again. The same file limits apply when you restart.
Keep enough free space on your phone for the input, the output and temporary work.
Where your result goes
Completed results stay in ClipSail's Library until you delete them. From a result you can:
- Save to Files, which creates a separate copy in the folder you choose.
- Save to Photos (iPhone) or Save to Gallery (Android) for video, when available. Audio is saved through Files.
- Share it through the system share sheet. Sharing doesn't confirm that anyone received the file.
- Open it in a compatible app to play it.
If a save is canceled or fails, the result stays in the app, so you can save it again without converting again.
If you're not sure a save worked
Check the destination you chose, or use Check saved copy before you save another copy. Checking only reads the earlier copy; it doesn't repair, replace or delete it. ClipSail never repeats a save by itself when it starts.
Storage and deleting results
- Settings → App storage shows how much space ClipSail's private files use.
- Unused temporary work expires after 24 hours. Active work, your current selection and anything an uncertain save depends on are protected.
- Removing an entry from the Library only hides it.
- Delete app result removes only ClipSail's own copy of that result. Your original and any copies you saved elsewhere stay where they are.
- Uninstalling ClipSail can remove its private files, including results you haven't saved anywhere else. Save a copy of anything you need first.
Earlier apps
ClipSail is a separate app. Purchases made in an earlier app don't transfer to it automatically. Keep the receipt from an earlier purchase in case you need it for a support request.