VidTwo Support & Help Desk

Contact Us & Technical Assistance

Have a question about a video format, encountered an extraction bug on a specific URL, or want to suggest a new social platform? We are here to help and value your feedback.

Direct Communication Channels

Select the appropriate contact department to ensure your request is routed directly to the engineering team.

Technical Support

For download issues, URL errors, and stream failures

support@vidtwo.com

Feature Suggestions

Suggestions for new social platforms & tools

feedback@vidtwo.com

DMCA & Legal Notices

dmca@vidtwo.com

How to Submit an Effective Bug Report

Because third-party social media networks (YouTube, Instagram, TikTok, Facebook) frequently update their content delivery mechanisms and encryption manifests, temporary extraction hiccups can occur. To help us reproduce and resolve issues rapidly, please include:

1. The Exact Post or Video URL

Include the complete URL (e.g., https://www.instagram.com/reel/...) so our backend parser can trace the network response code.

2. Device & Browser Details

Specify your operating system (iOS 17, Android 14, Windows 11, macOS) and browser (Safari, Chrome, Firefox, Brave).

3. Observed Behavior vs Expected

Describe what occurred (e.g. infinite loading spinner, 404 stream error, or audio desync) versus what was expected.

4. Response Time Guarantee

Our engineering team investigates parser anomalies within 2 to 6 hours and continuously deploys fixes with zero downtime.

Frequently Asked Support Inquiries

Q: Why did my download fail with a "Private Media" error?A: VidTwo only accesses publicly available media streams. If an account is set to private on Instagram, TikTok, or Facebook, our server cannot bypass privacy settings. Ensure the target post is public.

Q: Why is my downloaded video saved without sound?A: For high-resolution YouTube video formats (1080p, 4K), YouTube stores video and audio on separate streams. VidTwo automatically multiplexes them for you; ensure you select the MP4 format with audio indicator.

Q: Can I integrate VidTwo API into my software application?A: Please contact our partnership team at feedback@vidtwo.com with your project specifications and estimated bandwidth requirements.