Support

Email support@editdna.com.

We are a small team, so replies are during working hours rather than instantly. If something is broken and blocking you, say so in the subject line and it gets looked at first.

Two things make almost every problem faster to solve:

• The reference number shown on any error message. It looks like ED-1A2B3C4D and lets us find the exact request in our logs.
• What you expected and what happened instead. More useful than a screenshot on its own.

Please do not send us your sign-in code, and we will never ask for it. Anyone with that code can sign in as you.

Things that are working as intended, so you do not have to report them:

• Exports are silent — reference audio is never reused.
• Exports are 1080×1920 at 30fps. There is no 4K yet.
• Layout is chosen from presets. Automatic layout detection is limited to internal testing until it has been validated on real camera footage.
• Unsupported links save the URL and ask for the file. We do not download from platforms we are not authorised to.
• A project is temporary until you create an account. See privacy for exact retention windows.

For subscription questions, see billing. To remove your data, see deleting your data.