SUPPORT
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  • 1. Why I Can't Upload/Share Videos to Facebook via VivaVideo?

    a. If you get an "Appeal of Video Removal" warning notice from Facebook, it means that Facebook suspect you have uploaded a video clip or audio referring to copyright. You may be blocked because of the music copyright violation referring to Facebook policy and your video would be removed by Facebook. Actually for this problem, it also happens at other video sharing apps.

    We strongly suggest you could just submit an appeal to Facebook and claim that you have own the copyright of the video clip or there is nothing copyrighted content in the video. Then Facebook will recover your video clip at last. We would also recommend to not try and post your video more than twice at once, to avoid being blocked from posting videos permanently. Well if you do NOT want to submit an appeal, we suggest you delete the music or use our in-app default music, then try to upload at another time. If that fails again, please kindly contact Facebook.

    b. If the uploading process stopped somehow, or our app crashed while uploading and etc, please feel free to contact us: support@vivavideo.tv. Your VivaVideo version, phone model and Android/iOS system version will be very helpful for us to troubleshoot the problem.

  • 2. Why downloading or updating the app from Google Play failed?

    Our app in current version 4.x.x requires Android V4.0 and up. If your system version meets the requirement, generally follow the steps to fix the problem:

    1. Open your device's main Settings menu.

    2. Select Apps or Application manager (depending on your device, this may be different).

    3. Select the Google Play Store app Google Play.

    4. Select Clear cache.

    5. Select Clear data.

    If you are seeing errors when downloading or updating the app (403, 427, 495, 919, 927, "Insufficient space", "Not enough space" etc.), please check the Google Play Help Center for troubleshooting steps.

  • 3. Why I can't add/use the materials after updating?

    a. Our materials are updated frequently; some of them referring to copyright issue have to be removed. Thus, sometimes old materials can't be found or used in updated version.

    b. If the material can't be added/used just because you update the app, please close the app and end the process, find this folder on your phone and delete: sdcard0/XiaoYing/Templates or sdcard0/XiaoYingPro/Templates, then delete the folder (This will not delete your projects). Re-open the app, and all the materials can be used then.

  • 4. Why I get the error "Unsupported file, import failed" or "The video resolution is too high to process" when importing video files to edit?

    Firstly check if your video meets the following two requirements:

    a. Video formats: mp4, 3gp.

    b. The length and width of video resolution should be divisible by 4. (Such as: 1280x720 etc.)

    If the problem still exists, please feel free to contact us: support@vivavideo.tv

    Your VivaVideo version, phone model, Android/iOS system version and a sample video file will be very helpful for us to troubleshoot the problem. 

  • 5. I want to edit the text in the theme, how can I do?

    Please be noted that not all the texts in the theme could be edited.

    To edit your texts, Please follow the steps:

    1. Click More Edit (Third icon for video/Forth icon for photo MV) in Preview screen.

    2. Click Text icon.

    3. Slide the storyboard to preview the video and find where there is a highlight part of Text.

    4. Stop at this part and click the text on the video.

    5. Edit the text and click √ on top right to apply new text.

  • 6. How to enable/disable the blur background in my Photo MV?

    If you added 16:9 vertical photos, there will be blur background on both sides of the photo. For a better and more vivid Photo MV, Pan & Zoom effect is automatically enable by default.

    To disable this feature, please follow the steps:

    1. Click More Edit the forth icon in Preview screen.

    2. Click Clip Edit icon.

    3. Click ... icon.

    4. Click on + icon to disable.

    5. Click √ on top right to complete.

  • 7. What's the difference between Free and PRO version?

    VivaVideo Pro version is a one-time purchase app.

    It has followings extra features at present:

    a. Watermark-free videos.

    b. Unlimited video length.

    We may add more amazing features in future PRO version.

  • 8. How to get VivaVideo Pro back on my new phone?

    VivaVideo Pro version is a one-time purchase app. There is no further charge when you try to re-download or re-install. Please just log in Google Play and find VivaVideo Pro to download again.

    Please be informed, if you have changed your phone from Android to iOS or iOS to Android, the Pro version needs to be purchased again.

  • 9. Why I get distorted video after exported/shared?

    There are many reasons for this issue and please try to troubleshoot it by the ways below at first:

    1. Disable Hardware Acceleration in setting page.

    2. Try to delete some effects such as transition, filters and etc. Then export.

    3. Try to record with our app and export.

    If the problem persists, feel free to contact us: support@vivavideo.tv.

    Your VivaVideo version, phone model, Android/iOS system version and a sample video file will be very helpful for us to troubleshoot the problem. 

  • 10. Why I can't save the video to SD card (Android)?

    There is an option Saved Location in setting page. But Android V4.3 and up versions disable saving files to external SD card from app directly. We suggest you could find the exported file in your Camera folder and copy to your external SD card manually.

  • 1. Why I Can't Upload/Share Videos to Facebook via VivaVideo?

    a. If you get an "Appeal of Video Removal" warning notice from Facebook, it means that Facebook suspect you have uploaded a video clip or audio referring to copyright. You may be blocked because of the music copyright violation referring to Facebook policy and your video would be removed by Facebook. Actually for this problem, it also happens at other video sharing apps.

    We strongly suggest you could just submit an appeal to Facebook and claim that you have own the copyright of the video clip or there is nothing copyrighted content in the video. Then Facebook will recover your video clip at last. We would also recommend to not try and post your video more than twice at once, to avoid being blocked from posting videos permanently. Well if you do NOT want to submit an appeal, we suggest you delete the music or use our in-app default music, then try to upload at another time. If that fails again, please kindly contact Facebook.

    b. If the uploading process stopped somehow, or our app crashed while uploading and etc, please feel free to contact us: support@vivavideo.tv. Your VivaVideo version, phone model and Android/iOS system version will be very helpful for us to troubleshoot the problem.

  • 2. I want to edit the text in the theme, how can I do?

    Please note that not all the texts in the theme could be edited.

    To edit your texts, please follow the steps:

    1. Click More Edit (Third icon for video/ forth icon for photo MV) in Preview screen.

    2. Click Text icon.

    3. Slide the storyboard to preview the video and find where there is a highlight part of Text.

    4. Stop at this part and click the text on the video.

    5. Edit the text and click √ on top right to apply new text.

  • 3. I want to add music from other apps, is that possible?

    Sorry to say but adding music from other apps is not possible at the moment, but we may implement this feature in future version.

    Currently you have two ways to add music to your video:

    1. Use our awesome in-app music.

    2. Import music from iTunes.

    (For adding your own music on your PC, you have to sync the music to your iPhone via iTunes first.)

  • 4. How to enable/disable the blur background in my Photo MV?

    If you added 16:9 vertical photos, there will be blur background on both sides of the photo. For a better and more vivid Photo MV, Pan & Zoom effect is automatically enable by default.

    To disable this feature, please follow the steps:

    1. Click More Edit the forth icon in Preview screen.

    2. Click Clip Edit icon.

    3. Click ... icon.

    4. Click on + icon to disable.

    5. Click √ on top right to complete.

  • 5. What's the difference between Free and PRO version?

    VivaVideo Pro version is a one-time purchase app.

    It has followings extra features at present:

    a. Watermark-free videos.

    b. Unlimited video length.

    We may add more amazing features in future PRO version.

  • 6. What is In-App Purchase of VivaVideo?

    We provide In-App Purchase for Free version which you could enjoy extra two features of PRO version without downloading the VivaVideo Pro app currently.

    a. Watermark-free videos.

    b. Unlimited video length.

    You may get an In-App purchase tips when you experience our app, please just click and continue to process the payment.

    If you do not get any tips or you want to do the In-App Purchase directly, please follow the steps below:

    1. Click the Gear icon on top right of Home menu to go to Settings.

    2. Click "Upgrade to VivaVideo PRO", select "Purchase Now" and follow the payment guide to complete.

    3. After purchase, you could enjoy the PRO features immediately.

    Our In-App Purchase is a one-time purchase, if VivaVideo was deleted by accident, you could just re-install the Free version, Go to Settings > click "Upgrade to VivaVideo PRO" > Select "Restore purchase" to get the features back. You don’t have to pay the In-App Purchase again.

  • 7. I have exported the video to my Gallery, why I can't find it?

    Please make sure that NOT exit the app and run it in the background when VivaVideo is exporting. Kindly wait until the exporting is completed. Otherwise, you have to re-export because the video is not exported completely.

    If you have followed the rule above to export and still can't find it in your Gallery, feel free to contact us: support@vivavideo.tv. Your VivaVideo version, iPhone model, iOS system version will be very helpful for us to troubleshoot the problem. 

  • 8. Why I can't see all the photos and videos when I try to import? (iOS 8 and up)

    If you enable the option "iCloud Photo Library" in system Settings, you will see photos and videos both on local and iCloud.

    Currently only local photos and videos could be imported to VivaVideo, the files on iCloud will not be displayed when you import. So make sure that all the photos and videos are sync to your device before importing.

  • 9. Why my video turned black or some of my photos/clips turned black?

    Please check whether you have deleted the original photos or clips you’ve used in the video or not at first. If so then sorry it can’t be retrieved unless you get the original photos or clips back.

    If the problem still exists after checking above, please feel free to contact us: support@vivavideo.tv. Your VivaVideo version, phone model and iOS system version will be very helpful for us to troubleshoot the problem.