We're here to help.
OurVid looks after people's most personal videos, so support is personal too — every email is read and answered by a human.
We aim to reply within one working day — faster when your event is imminent.
Include your event name (or its ourvid.co/e/… link) and, if it's about a guest, the email address they used — it lets us fix things in one reply.
Quick answers
A guest can't sign in
Ask them to use the exact email address their approval was sent to, or resend their credentials from your dashboard (Guests → Resend). The one-tap watch link in their email is the easiest way in.
My video is still processing
Large films can take a little while to encode after upload. If a video has been stuck for more than an hour, email us with your event name and we’ll look right away.
Billing & refunds
The event upgrade is a single one-time payment (£29 UK / $39 US) — no subscription, nothing to cancel. If something isn’t right, email us within 14 days of payment and we’ll sort it out.
More common questions are answered in the FAQ on the homepage.
Privacy & account requests
Want a copy of your data, or your account and videos permanently deleted? Email support@ourvid.co from the address on your account and we'll handle it — see our Privacy Policy for the details.