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videflo

Support

We’re here to help.

Videflo is made by a very small team, and a person reads every message. Whether something isn’t working or you just have a question about Tapes, write to us.

Email admin@videflo.com

Please include your phone model, your iOS version, and what you were doing when the problem happened.

Looking for how something works? The Help Center has step-by-step guides for every part of Videflo, and a search across all of them.

Your account and signing in

Videflo uses Sign in with Apple and nothing else. There is no Videflo password to create or forget: tap the button, confirm with Face ID, and your account exists. If you are asked for a password, it is Apple asking for your Apple Account password, and Apple can reset it.

On first sign-in Videfloasks for a Profile: a display name, a username, and a photo or one of the built-in avatars. The username can’t be changed once it’s claimed; everything else can be edited in Settings → Profile.

  • Sign Out is in Settings → Profile → Account. Signing out leaves your Tapes in Videflo Cloud exactly as they are.
  • Delete Account is at the bottom of Settings. It permanently deletes your account and every Tape you own in VidefloCloud, and it cannot be undone. Recordings you added to someone else’s Shared Tape stay in that Tape. It does not cancel your subscription; do that in your Apple Account.

Subscriptions, storage and App Store billing

Videflo is one monthly subscription that includes 50 GB of Videflo Cloud. Larger capacities are available from Settings → Videflo Cloud → Manage Storage. It is purchased through the Apple App Store and billed to your Apple Account. Apple handles the payment, the receipts, and the renewals. We never see your card details.

Where to manage or cancel it

Subscriptions are managed in your Apple Account, not inside Videflo. On your iPhone, open the Settings app, tap your name at the top, then Subscriptions, and select Videflo.

  • Cancelling stops the next renewal. You keep access until the end of the period you have already paid for.
  • Deleting the app does not cancel a subscription. It has to be cancelled in your Apple Account.
  • Prices are shown by Apple in your local currency and can differ by region. In the United States the base subscription is $9.99 a month; the larger capacities are priced on the subscription screen.
  • Moving to a larger capacity takes effect straight away and Apple prorates it. Moving to a smaller one takes effect at your next renewal.

Apple occasionally moves these settings between iOS versions. If what you see doesn’t match, Apple Support publishes the current steps.

Refunds

Because Apple bills for App Store purchases, refunds are handled by Apple under Apple’s policies, so we aren’t able to issue one ourselves. Use Apple’s “Report a Problem” process or contact Apple Support. If something in Videflo is broken, please tell us too at admin@videflo.com so we can fix it.

Restoring a purchase

If you reinstall Videflo, or set up a new phone, your subscription can be restored. It belongs to your Apple Account rather than to the app.

  • Make sure the phone is signed in to the same Apple Account you used to buy the subscription.
  • Open Videflo and sign in with Apple. If the subscription screen appears, tap Restore Purchases on it.
  • If nothing is found, check that the subscription is still active in Settings → your name → Subscriptions.

Restoring a purchase brings back access. Your Tapes come back separately, from Videflo Cloud, as soon as you sign in to the same Videflo account. They appear in your library and play by streaming, and Download to This iPhone puts the files back on the device.

Camera and microphone access

Videflo needs the camera to record video and the microphone to record the sound with it. iOS asks you for each one the first time it is needed, and you stay in control afterwards.

To check or change them, open Settings on your iPhone, scroll to Videflo, and turn Camera and Microphone on.

Common symptoms

  • A black preview. Camera access is off, or another app is using the camera. Close it and reopen Videflo.
  • Silent recordings. Microphone access is off. Turn it on and record again; earlier recordings cannot have their sound added afterwards.
  • Recording stops when a call comes in. iOS gives the call priority. Videflo keeps what it captured up to that point, and you can continue the same Tape afterwards.

Photos access

Videflo uses your photo library in three places: choosing a cover photo for a Tape or Collection, adding videos you filmed before Videflo to a new Tape, and saving an export.

When you pick a cover photo or choose videos to add, iOS shows you its own picker and hands Videflo only the items you chose. The app does not browse your library, which is why no permission prompt appears. Saving a video to Photos asks for permission to add to your library, which you can review in Settings → Videflo → Photos.

Exporting a Tape

Exporting turns a whole Tape into one ordinary video and saves it to your Photos library. Open the Tape, tap the ⋯ menu in the player, and choose Export Tape.Videflo shows the progress and tells you when the video is in Photos, where you can share it, AirDrop it, or save it to Files like any other video.

  • Keep Videflo on screen while it exports. A long Tape or a higher recording quality takes longer, and you can cancel at any time.
  • A Tape stored only in Videflo Cloud exports too. It streams while it renders, without downloading first.
  • Exporting never alters your original recordings and leaves nothing behind in Videflo. It makes one new copy in Photos.
  • Whether the date and time are stamped into the export is set in Settings → Export Settings → Export with Timestamp.
  • On a Shared Tape, only the owner can export the whole Tape. Every member can watch it.

Videflo Cloud, storage and backups

Recordings are saved on your phone first. While Back Up to Videflo Cloud is on (it is on by default), each recording is also copied to Videflo Cloud, where it survives a lost or replaced phone. Your original files are never changed. Both switches live in Settings → Videflo Cloud → Backup Settings, and the second one, Use Cellular Data, decides whether backups may run away from Wi-Fi.

  • Remove from This iPhone frees the space a Tape uses once every recording in it is safely in Videflo Cloud. The Tape stays in your library and plays by streaming.
  • Download to This iPhone brings the files back for offline watching.
  • Manage Storage shows how much of your allowance is used, lets you free space by removing your largest Tapes from the phone, and offers the larger capacities.
  • If you go over your allowance, Videflo keeps everything already stored and pauses new uploads. You have 30 days to free space or choose a larger capacity; nothing is deleted automatically.

Cloud protection starts when the upload finishes

A recording is protected once its upload has completed. With backup switched off, or before an upload finishes, it exists on your phone alone, so keep a phone backup switched on as well, and export the Tapes you could not replace. And if your subscription lapses, your Tapes stay on your phone, and Videflo does not currently remove content from Videflo Cloud because a subscription has ended. Subscribe again and everything is there.

Shared Tapes

Any Tape you own can be shared. Open the Tape’s menu and choose Invite to Tape, then pick people from Friends & Family, search Videflo by @username, or send a link by text with Invite by Text. Someone who accepts sees the whole Tape, can watch it, and can add their own recordings with Continue Recording.

  • A Tape with invitations out but nobody accepted yet is still private. It becomes Shared when the first person joins.
  • The owner can cancel invitations, remove someone, stop the Tape accepting new recordings, and delete it for everyone. Members can leave; their recordings stay in the Tape.
  • The owner’s Videflo Cloud allowance pays for the whole Tape, including recordings other people add.
  • A Friends & Family connection on its own gives nobody access to your Tapes. It only makes inviting quicker.

Troubleshooting

Recording won’t start

Check that Camera and Microphone are enabled for Videflo, that no other app is using the camera, and that your phone has free storage. If the Tape was started in a different orientation, Videflo asks you to hold the phone the same way before it will record.

A Tape looks shorter than expected

A Tape plays every recording it holds, in order. If one seems to be missing, open the Tape’s recordings list to see what it contains. If a recording was interrupted by a call, a crash, or the battery running out, Videflo tries to salvage the footage it had already captured the next time you open the app.

Exporting fails or stalls

Free up storage, make sure your phone is not in Low Power Mode, and try again with Videflo on screen. A Tape stored only in VidefloCloud needs a connection while it exports. If it keeps failing, tell us the Tape’s length and recording quality so we can reproduce it.

A Tape says it needs attention, or backup seems stuck

Check that Back Up to VidefloCloud is on, that the phone is online (or on Wi-Fi if Use Cellular Data is off), and that your storage allowance isn’t full. Videflo retries on its own; a Tape that has stopped will say so on its card and offer to retry.

Still stuck?

Email admin@videflo.com with your phone model, your iOS version, the Videflo version, and what you were doing. Screenshots or a screen recording help a great deal.

Questions

Frequently asked

What is a Tape?

A Tape is one memory that can keep growing. Instead of ending up with dozens of separate clips, you create a Tape for an event or a chapter of life, such as a holiday, a birthday, a football season, or a child’s first year, and add recordings to it whenever the moment happens.

When you press play, the whole Tape plays through as one continuous video, in the order the moments happened. You can keep as many Tapes as you like.

How do I continue recording an existing Tape?

Open the Tape from Home or from your Tapes library and choose Continue Recording. The new recording joins the end of that Tape automatically. There is nothing to stitch together afterwards.

Videflo will ask you to hold your phone the same way the Tape was started, portrait or landscape, so the finished Tape plays back without flipping between the two.

Do I need an account?

Yes. Videflo uses Sign in with Apple, so there is no Videflo password to create. Your account is what lets Videflo Cloud protect your Tapes, bring them to a new phone, and share a Tape with the people you invite.

Accounts and signing in
Where are my Tapes stored?

On your phone first, inside Videflo’s own storage. While Back Up to Videflo Cloud is on (it is on by default), every recording is also copied to Videflo Cloud, so a Tape survives a lost or replaced phone. Your original files on the phone are never changed.

How Videflo keeps your Tapes safe
Does Videflo back up my videos to the cloud?

Yes. Videflo Cloud is included with your subscription, and backup is automatic. A recording is protected once its upload has finished; until then it exists only on your phone, so it is still worth keeping a phone backup switched on as well.

Once a Tape is fully protected you can remove its files from your phone to free space and it will play by streaming. You can download it again whenever you like.

Videflo Cloud, storage and backups
Can I share a Tape with my family?

Yes. Open the Tape’s menu and choose Invite to Tape. You can pick people from Friends & Family, search Videflo by @username, or send a link by text message. Everyone who joins can watch the whole Tape and add their own recordings to it.

You can also export any Tape to Photos as one video and share the file from there, exactly as you would any other video.

Shared Tapes
How do I export a Tape?

Open the Tape, tap the ⋯ menu in the player and choose Export Tape. Videflo turns the whole Tape into one video and saves it straight to your Photos library. There is no preparing step, and nothing is left behind in Videflo.

Keep the app on screen while it exports. A long Tape or a higher recording quality takes longer, and you can cancel at any time.

How do I restore my subscription?

If you reinstall Videflo or set up a new phone, sign in with Apple and, if the subscription screen appears, tap Restore Purchases while signed in to the same Apple Account you bought the subscription with.

Restoring brings back access. Your Tapes come back separately, from Videflo Cloud, as soon as you sign in to the same Videflo account.

How do I cancel my subscription?

Subscriptions are billed and managed by Apple, not inside Videflo. On your iPhone, open the Settings app, tap your name at the top, then Subscriptions, and select Videflo.

Cancelling stops the next renewal; you keep access until the end of the period you have already paid for. Nothing is deleted when you cancel. Your Tapes stay on your phone, and Videflo does not currently remove content from Videflo Cloud because a subscription has ended. If the option is somewhere else on your version of iOS, Apple Support has the current steps.

Apple Support
What happens if I delete Videflo?

Deleting the app removes the recordings stored on that phone. Your account and everything already protected in Videflo Cloud stay exactly as they are, and come back when you reinstall and sign in. Recordings that were never backed up, because backup was off or the upload had not finished, exist only on that phone and are lost with it.

Deleting the app also does not cancel a subscription. That lives in your Apple Account and has to be cancelled there.

Why does Videflo need camera and microphone access?

Videflo is a camcorder, so it needs the camera to record video and the microphone to record the sound that goes with it. Without microphone access your recordings would be silent.

iOS asks you for each permission, and you can change your answer at any time in Settings. Videflo records only while you have started a recording in the app.

How can I contact support?

Email us and a person will read it. Telling us your phone model, your iOS version, and what you were doing when something went wrong helps us help you faster.

Didn’t find it? Email admin@videflo.com or read the Privacy Policy and Terms of Service.