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VLLO Help Center

 

Basic

Which Video/Audio formats does it support


VLLO supports following media file formats:

Video file format
- MP4, MOV : H.264(AVC) /H.265(HEVC)

* Depending on the device, it may support only H.264 or both H.264 and H.265.

Audio file format
- MP3: MPEG Audio Layer 3 audio codec
- M4A / AAC: AAC audio codec

Input image file format
- JPEG / PNG / GIF


Extracted video file format
- MP4: H.264 / H.265 + AAC LC




How to check the keyboard shortcut. (iOS)



Long press the Command or Window key in the editing screen to check shortcuts guide.

Android does not provide keyboard shortcuts. We will provide it later.




I am curious about the basic method for using VLLO!


Tap the ? icon at the top of editing screen to check basic guides to use VLLO.

You can learn more about using VLLO and new updates through the VLLO's official YouTube channel.
https://url.kr/hfi5mv




How to restore VLLO Premium purchases


You do not need to login for VLLO. Hence, your purchase history is available from the store you used to purchase. Use the same account as the store (e.g. App Store - App Store / Google Play Store - Google Play Store) to get premium services by restoring your purchases. 1. Log in to the App Store with the same Apple account. 2. Press VLLO main menu > Crown icon on the upper right corner > Have you already purchased?’ However, please understand that it is difficult to link premiums in the case of device changes with different stores, such as AppStore ↔ Play Store, as the store itself varies depending on the operating system. ex) Changing to the iPhone while using the Galaxy or changing the device to the Galaxy while using the iPhone cannot restore premium purchases.




Which Video/Audio formats does it support


If you delete the app, all the projects saved in “My Projects” will be deleted and they cannot be restored again.
VLLO does not store users’ files in order to comply with the privacy policy.




Can I use it on my PC?


You can use VLLO on MacBook devices with M1 chip equipped.
(Since MacBook with M1 chip equipped allows the device to install mobile-only apps, you can install and use VLLO)

Windows PC versions other than MacBook with M1 chip are not supported.

We will try our best to support PC version in the future.





Subscriptions and Payment

What kind of functions does VLLO Premium offer?


If you purchase VLLO Premium, you will be able to use all the functions on the VLLO app.

- 200+ Background Music / 450+ Sound Effects
- 2200+ Motion Stickers
- 120+ Frames
- 180+ Labels
- 50+ Subtitles
- PIP Video
- Filters, Adjustments, Blurring
- Backgrounds
- Chromakey
- Animations
- Graphic Transitions


VLLO Premium is available as a lifetime subscription or monthly subscription packages. The lifetime subscription is a one-time charge that allows you to use all functions without paying any additional fees. The monthly subscription gets renewed automatically if you do not cancel within 24 hours of the monthly renewal date. Subscriptions will be charged through your iTunes account upon verifying your purchase. Refunds cannot be issued once your subscription is renewed.




How to Pay for VLLO Premium


Tap the crown icon at the top right of the main VLLO screen.\nSelect a product and tap Purchase.

* Payments made in the App Store cannot be linked to the Google Play Store, and vice versa.




Payment errors (Change in amount, purchase method, etc.)


[iOS]

Tap the crown icon at the top right of the main VLLO screen.
Select a product and tap Continue. If the payment cannot be processed, please add another payment method and try again.

1. Select 'Apple ID' at the top of the App Store. Enter your password and check the account screen. Select 'Manage Payment Methods'.
2. Select 'Add Payment Method' at the bottom of the list. (Credit cards, mobile phone, etc.)
3. Once you add a payment method, run the VLLO app and continue with your purchase.

* Purchases made on the App Store can only be restored on devices that use the same App Store account.
* In-app purchases are not part of family share items.
* If you are using iOS 12.2 or a later version, you may manage your payment methods from Settings > [User Name] > Payments and Shipping. If you are using a device running iOS 12.1.x or an earlier version, all payment methods will be deleted if you edit your payment method from Payments and Shipping.


[AOS]

For payment related issues, please contact the Google Play directly. For that issue, you'll be able to get help faster if you contact the Google Play directly.
Contact Google Play customer support
https://url.kr/y4e9l2




Can I link purchases between iOS and Android?



iOS and Android that do not use the same store cannot be linked together.
You can proceed VLLO premium purchase using Apple ID or Google account. Thus, you can restore your purchase if you use the account you used to purchase the app on same OS device (mobile phone, tablets, iPads and so on).

ex. iOS ↔ iOS (O) / Android ↔ Andrioid (O) / iOS ↔ Android (X)




I cannot restore my purchase! (iOS)



You can use the previously purchased store account to automatically restore purchase when on same OS devices (iPhone and iPad)
*Appstore ↔ Play store payment cannot be linked with each other.

Use the following methods if the premium purchase is not automatically restored.

1. After checking whether you are logged in with the Appstore account which was used for purchase, login one more time even if the same store account is used, and restart the device.
2. Run VLLO to enter the store (crown icon on the main screen).
3. Tap the message at the bottom of store, “Already purchased?”.

The message on VLLO's Shop page will change to “Purchased” with all premium features available once you restore purchase by following the above steps.


Nevertheless, if purchase is not restored properly, then delete and reinstall the VLLO app. (Login again with the account used for purchase in Appstore.)
※ But if you delete the app, all the projects will be deleted and they cannot be restored again.

Try again to restore purchase after deleting and reinstalling the VLLO app.




I cannot restore my purchase! (AOS)


You can use the previously purchased store account to automatically restore purchase when on same OS devices (cellphone and tablet PC).
*Appstore ↔ Play Store payment cannot be linked with each other.

Use the following methods if the premium purchase is not automatically restored.

1. Check whether you are logged in with the Play Store account, which was used for purchase.
2. Run VLLO to enter the store (crown icon on the main screen).
3. Tap the message at the bottom of store, “Already purchased?”.

The message on VLLO’s Shop page will change to “Purchased” with all premium features available once you restore purchase by following the above steps.

However, if your purchase is not restored, please check if you are logged in with multiple Play Store accounts*.
If you are logged in with more than two accounts to the Play Store, an error may occur when loading the purchase history.
(*You can check all the accounts you are using to log into the Play Store from the circular profile on top of its main page.)

Please log in to the only account you used to purchase VLLO Premium from the Play Store and log out (delete) all the other accounts irrelevant to the purchase.
And then, restart your VLLO app to try to restore the purchase.
(It may take up to 24 hours to retrieve purchases from the main account after deleting the other accounts.)




Issuing Receipts


You can check your payment details and get a receipt from the store page.

How to get a receipt from the App Store : https://support.apple.com/en-us/HT204088

How to get a receipt from the Google Play : https://url.kr/4aeo82




Can I share it with my family?(iOS)


“Family Share” on iOS allows you to share the Apple service with max 6 family members or friends.
But in-app purchase products are not included as the family share items.

Since VLLO premium is an in-app purchase product which is not included in the family sharing items, it cannot be shared with family members.

What is in-app purchase?
It refers to apps with no initial download payment but requires various additional payments within the app.




Can I use the Family Contents Library?(AOS)



In Android, “Family Contents Library” allows you to share contents you purchased in Play store, such as apps, games, movies, TV shows, eBook, and audiobooks with max 5 family members when using the family contents library in Play store.

Since VLLO premium is an in-app purchase product which is not included family share items, it cannot be used on the family contents library.




Why are subscriptions/free trials automatically renewed?


All types of subscriptions, yearly subscription with free trials and basic yearly/monthly subscriptions, get automatically renewed. If you do not wish to renew your subscription, you have to cancel it through the device Setting app. Unless you cancel your subscription, you will still be charged even if the app is deleted and you do not use it anymore. Moreover, even if you cancel your subscription before the next renewal day, you will still be able to use the app until the next billing date. Refunds to renewed subscription cannot be made if you did not cancel your subscription in advance.




How do I cancel my free trial or subscription?


If you do not cancel your subscription, it will be automatically renewed. Even if you cancel your subscription, you will still be able to use the app until the next billing day. If you do not want to renew your subscription after the free trial or subscription, please cancel within 24 hours before the end of the free trial period.

1. Open the Settings app on your mobile phone.
2. Tap on your name.
3. Tap 'Subscribe'.
4. Tap on the subscription you want to manage.
5. Tap 'Cancel Subscription'.
If you cannot see the 'Cancel Subscription' option, this means that the subscription was already canceled and will not be renewed.

[Requesting a Refund]
Apple is in charge of all inquiries related to payments and refunds. For more details, please go to the following link.
https://support.apple.com/en-us/HT202039


[AOS]

1. Open the Google Play app Google Play.
2. At the top right, tap the profile icon.
3. Tap Payments & subscriptions and then Subscriptions.
4. Select the subscription you want to cancel.
5. Tap Cancel subscription.
6. Follow the instructions.

Refunds cannot be issued once your subscription is renewed.





Edit & Save

I entered a project, but I only see the logo screen! (AOS)


If the original file used in the project is deleted in the Gallery app of your device you may see the message, “Cannot find some media files” on your project.
If you tap “Duplicate and Open Anyway” to enter the project, you may see the logo screen only in the preview screen.

If you have deleted original video/photo used in the project, then you must restore them in Gallery App → Recycle Bin.
After restoring the original video/photo, restart the VLLO app. When done, you may see the normal editing screen where you can edit it again.




I cannot see the files in the Photos app! (iOS)


If you cannot see photos/videos in the Photos app after creating a project, you must check whether VLLO has access to photos in the Settings.

You can set access to photos on devices with software version of iOS 14 or later.

1. Go to the default Settings on mobile phone, search VLLO or find VLLO from the app list at the bottom.
2. Select a photo at the top of the Allow Photos Access menu of VLLO.
3. Change the option of photo access permission page to all photos.
(If you change the setting to “Selected Photos”, all photos in the Photos app will not be displayed in the VLLO list but only the selected photos will be selected and edited in VLLO)

If you change the Allow Photos Access option to “All Photo”, you can select and edit all photos in the Photos app.




Are projects saved automatically?


As user convenience is the top priority of VLLO, all the changes made throughout the editing process are automatically saved in "My Projects" when you tap the "Done" button after applying specific features.
(Unless you tap the "Done" button at the bottom after applying a specific feature, it may be considered as the edited contents are not to be applied and may discard the changes and fail to automatically save the changes you made)

You can check saved projects in "My projects" on the main page of VLLO.




My project only shows the subtitles and not the video. (iOS)


If you deleted the original video that you used in the project from the gallery, then the project will only show a screen with a background color.
If you deleted the original file that you are using while editing, you can restore the original file from the Photos app > Recently Deleted (iOS) and you can continue editing.
If you download or open a new image instead of restoring the original file, the path to the original file will change and this may corrupt the project.




Can only paying users extract video?


Non-Paying users can extract video as well.
However, video extraction may be limited if premium features are used in the project.

If non-paying user uses premium items with padlock icon, the extract button at the top-right corner will be changed to a red padlock button. If the button is selected, all the premium items used in the project will be displayed.

If you cannot extract video for free due to using premium features, then you need to first delete all the premium features used for editing or purchase VLLO Premium in order to extract the video.




Something is wrong with the extracted video!


If you leave the VLLO app running in the background (running other apps such as call receiving and so on) when extracting video, it can cause error such as video blinking or scene repeating.
Stay on the save screen of VLLO until the video is saved.




I cannot select high resolution! (AOS)


In the Android system with software version 10 or lower, you can extract in high resolution up to 30 minutes, QHD up to 20 minutes, and 4K up to 10 minutes respectively due to limited storage space.

Storage space is not limited by VLLO but by an Android device itself (up to Android 10) and if you use 4K for default video recording, you can only record it for less than 10 minutes.

VLLO is currently checking for a solution to extract videos with no limitation to storage space as Android devices with software version 11 or later has removed the storage limitations.




I cannot share projects! (iOS)


You can share projects on iOS devices only.

To successfully share the project, make sure there is enough storage space on both devices. (At least twice the capacity of project)
In addition, make sure that the two devices use the same latest version of VLLO app.

If the project sharing continues to fail despite the availability of storage space, check if there is another app running in the background.
If other app is running in the background, it may collide between apps and cause AirDrop failure. Thus, make sure to terminate other background apps (other apps running in the background) and restart the system and try again.




Can I restore the project that I deleted by mistake?


You can restore deleted project within a certain period (7 days) from the project recycle bin.
You can check your deleted projects in Main Screen - View More Projects (…) - Recycle Bin.
Deleted projects are permanently deleted after 7 days.

You will not be able to restore permanently deleted projects.




I cannot record sound! (AOS)


You can record sound after changing permission to access the microphone in the Setting app of your device.

1. Go to Setting app of the device - find VLLO app in Application
2. Select Application Setting - Permission.
3. Enable permission to access the microphone.




How can I use foreign language fonts?


Different fonts for current locale are provided depending on VLLO's language setting.

After changing the VLLO language setting in the Setting app of your device, you can use the current locale fonts.
(Current locale fonts supported country : Korea, Japan)
[iOS]
1. Go to the default Setting of mobile phone, search for VLLO or find VLLO from the app list at the bottom.
2. Switch it to your preferred language setting.
3. Run VLLO app to check the fonts.

[Android]

Depending on the language setting of your device, different fonts for current locale are provided.

You can use the current locale fonts after changing the language setting of your device through the device Setting app.





Copyright

Are there any copyright issues?


Copyright of videos exported with VLLO

You can use all background music, fonts, subtitles, stickers, etc., provided by the latest version of VLLO for commercial or non-commercial purposes.

In addition, you can upload videos exported with VLLO to YouTube, your website, or other social media.
A mark of the source is not required, but it is recommended.

However, please note that transmission to TV or radio and *resale are strictly prohibited.
(*Resale: The act of selling the video, the act of exporting the function provided by the VLLO app itself and selling it separately, etc.)




After I uploaded a video to YouTube, someone filed a report of copyright infringement!


All the copyrights for the background music provided in VLLO pertain to VLLO.
Therefore, you can use the VLLO background music in your SNS or homepage without infringing the copyrights.

Nevertheless, if a copyright issue occurs on YouTube, it may be due to similar sound source codes.
Please capture the screen of the detailed page showing copyrights infringement report and the name of music source used in VLLO and send it to us through [Main Screen → Left Top ≡ → Contact Us].
After checking the contents, we will provide you with detailed guide on how to file an objection to the copyright infringement report.





Other

The video quality is too low when uploaded to YouTube!



After uploading a video to YouTube, the video quality will be updated with 360P.
It is because YouTube renders the video from the low resolution to the highest resolution.
You can also check this from the official YouTube Help Center.

Processing time may vary depending on various factors, such as video format, length, frame rate and resolution. Also videos with higher resolutions, such as 4K or 1080P, can take more time to process.
While the video is being processed, your video may appear to be missing higher resolution options in the resolution setting for several hours.
If you have been waiting for a long time and still do not see higher resolution options, contact the “YouTube Help Center” for more details.