VLLO Help Center

 

Purchase

I need to restore VLLO Premium purchase.


If you purchased and used VLLO Premium and then download VLLO again and want to restore it, please follow the instructions below. 1. Log in to the Store (Google Play Store or Apple App Store) with the same App Store account you used to purchase. 2. Press the top left 'menu' button > visit 'Store' > press 'Restore Purchase' upper right corner of the VLLO. 3. If your purchase hasn't been restored, please double check that your account is the same. Please feel free to contact us at cs@vimosoft.com if you have any problems.




I have changed my phone after my purchase of VLLO Premium.


Since VLLO does not provide a login function, the record of premium purchases is stored in the store account used. (App Store-App Store / Play Store-Play Store) If the device using the same store has been changed, you can restore the purchase of VLLO Premium. (refer to above FAQ) However, please understand that premium linking is difficult in case of device changes such as Apple App Store-Google Play Store where the store is different. ex) When using Galaxy, changing to iPhone is not possible with premium linkage because the store you purchase is different.




How to purchase VLLO Premium


VLLO commissions VLLO Premium sales to the Apple App Store and Google Play Store. When users make a purchase, payment is made through the Apple App Store or Google Play Store depending on the operating system of their mobile phone. Payments can be made on the Apple App Store after registering the payment method in Apple ID Account> Payment Method Management. Payment on the Google Play Store can be made by selecting the desired method, such as credit card or Google Pay, or mobile phone payment. Payment inquiries or receipt confirmation can be quickly answered by contacting the Apple App Store or Google Play Store. Refund policy also follows each store's standards. Please check the VLLO Refund Guide page for details. https://bit.ly/VLLO_refund_guide




(iOS) Family Sharing


Family Sharing is a feature that allows you to share Apple services with up to six family members or friends. However, in-app purchases are not included in shared items. The VLLO app does not count as a family share item due to premium payments made through in-app purchases. Please refer to the App Store page at the bottom for more information about sharing the App Store family.https://support.apple.com/ko-kr/HT203046




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. - 170+ Background Music / 440+ Sound Effects - 1000+ Motion Stickers - 120+ Frames - 180+ Labels - 50+ Subtitles - PIP Video - Filters, Adjustments, Blurring - Backgrounds\n- 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 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://getsupport.apple.com/?caller=psp&PRKEYS=131629





Save

Does VLLO have auto-save function?


When you edit with VLLO, the project is automatically saved. When you leave the app, the video you edited is automatically saved in "My Project".
Press 'More' at the bottom right of the first screen of the app to check this video later. However, after editing the cut or deco, you must press the "OK" button after editing to save. Auto save will be done when you press 'OK' or 'Done'. If you quit the application in the middle of the video editing without pressing 'OK', editing may not be saved.




How can I save my project? Extract button turned into Red.


The edited video can be saved by pressing the Extract button at the top right. If the eject button is red as shown in the picture below, please check whether you are using the paid function. If you use the paid function while editing, the video will not be extracted unless you purchase VLLO Premium. Paid features include, for example, PIP videos, corrections, and premium music, with a bluish green padlock on the feature screen. When you use these paid features, the eject button turns red. In this case, you can purchase VLLO Premium or, if you haven't decided yet, delete the paid function and extract it for free.




How do I recognize a paid feature?


You can recognized them by a blue green locker icon on the editing feature page.




An error occurred while saving!


Please send the following to cs@vimosoft.com. 1. What is your mobile phone model?
2. What is the extraction resolution?
3. What device did you shoot? If you have taken a camera application, please tell me what application it is.
4. What is the resolution of the original video? [Please send me an error screenshot or screenshot if possible]





Delete

I deleted and redownloaded VLLO and my previous project is gone!


If you delete the app, all the existing projects you have saved in 'My Project' will be deleted. Please note that you will not be able to restore.




I deleted the original video.


If the original media in the photo app has been deleted, VLLO will warn you with 'no media' for Android devices and only the default background color for iOS devices. If you accidentally delete the original you are editing, you need to restore from the 'Gallery App> Recycle Bin' for Android, and from the 'Recently Deleted List' folder in the Photos app for iOS. After restoring the original, run VLLO to edit it again. VLLO can import all media in the Photos app, but not if it's deleted.




I deleted my project.


Have you ever deleted a project saved in 'My Project'? Sorry, but there's no way we can help you restore.




How to delete my project


1. Select More on the bottom right of the first screen of VLLO. 2. If you have moved to My Project, please click Edit on the top right. 3. Tap and select the projects you want to delete, then click the Delete button at the bottom right. (Please note that deleted projects cannot be restored.)





Copyright

Any copyright issues when uploading to YouTube with fonts and music?


All the music in the latest version of VLLO is commercially available. Fonts, subtitles, stickers, and all VLLO features are also commercially available. However, some of the background music provided by VLLO before June 2019, which is marked as NC, you need to specify the original source when you post the video. If you publish your video to YouTube with the VLLO app, there are no copyright issues. However, broadcast media such as TV or radio must be consulted in advance. Please contact cs@vimosoft.com before use.




What if I get a warning from a media company for a copyright issue?


If you receive a warning message from the media, please contact cs@vimosoft.com. We will support you soon after checking.





Other

The same screen is repeated!!


Did you put VLLO in the background when you extracted it and did not do anything else? In this case, the above phenomenon may occur. Please don't do anything else with your mobile phone when you extract the video. If you do not have VLLO in the background and you are having the same problem, please attach the extracted video to cs@vimosoft.com. Please let us know the minutes and seconds of the section you are in trouble with so we can assist you more quickly.




Loading is too slow!


Can't load the project in 'My Project'? Do you see the phrase “Importing photos / videos from iCloud” on the screen while loading your project? This is a case where photos/videos are not stored in the photo app of the mobile phone but in the iCloud server. Quite a number of iCloud users are experiencing this issue. Slowed down by the Apple server while downloading videos and photos stored in iCloud through the internet. If you have enough capacity in your phone, turn off iCloud, download the video to the Photos app, and edit it.




The UHD 4K resolution is not extracted!


Are you going to extract the video in the highest quality? The iPhone may not be able to extract the best quality due to RAM issues. Clean up the RAM and close all the apps that are turned on in the background and try to extract again. When extracting video from some devices, the app is forcibly shut down if memory is insufficient. We are developing to minimize the memory usage when extracting VLLO images and videos, but it takes time to solve because the memory required to extract the highest quality is so large. If you can't extract all videos from low quality to high quality, please contact cs@vimosoft.com with the content.




The extracted video cannot be played on the computer.


Is the video extracted with VLLO not playing? The problem you mentioned is probably due to a media player doesn't have the codec needed. Please check whether your media player can play mp4 and if not please install the necessary codec for mp4. If you still can't play Windows after downloading, please contact cs@vimosoft.com.




Don't you have a tutorial for Android users?


Please refer to the link below for VLLO Android usage and application. We are constantly updating. https://blog.naver.com/vimosoft