Support
Something not working, a site we do not detect yet, or a question about your license — this page is where to start.
We read every message. Support is handled by the people who build the extension, so replies are not instant — but they are real.
Start here
FAQ
Installation, Free vs Paid, formats, privacy — the 18 questions we get most often.
Browse the FAQ →Lost your license key?
Enter the email you used at checkout and we will send your key again right away.
Recover my key →Is it already fixed?
Check the changelog before reporting — many issues are resolved in a newer version.
See the changelog →Quick fixes
These six cover most of what reaches our inbox. Worth 30 seconds before you write to us.
The extension does not detect any video
Play the video for a second or two first — detection starts when the page actually requests the stream. If the list is still empty, refresh the page and play it again. Sites that use DRM will never show up.
YouTube videos do not appear in the Chrome version
That is expected. Chrome Web Store policy does not allow YouTube downloads, so the Chrome build ships without them. The Microsoft Edge build is free, has the same features, and runs on Windows, macOS and Linux.
Get the Edge version →Netflix, Prime Video and Disney+ do not work
DRM-protected content cannot be downloaded, and we do not attempt to bypass DRM. This is a limitation we keep on purpose.
The downloaded file will not play
Depending on how the site streams, the saved file can be MP4, WebM or TS, and system default players often refuse TS. A universal player fixes it: VLC on any platform, IINA on macOS, PotPlayer on Windows, mpv on Linux.
More on playback →I hit the free download limit
The free plan allows 3 HLS/DASH streaming downloads every 2 hours. Paid is a one-time $15.99 payment for lifetime unlimited streaming downloads, batch download and audio extraction.
See pricing →My license key will not activate
Open the extension, go to Settings › License, and paste the key exactly as it appears in the email (no surrounding spaces). If it still fails, email us with the key and we will look it up.
Email us the key →Email us
Write to support@videodownloader-ofa.com. Pick the matching subject below and the message arrives pre-formatted — it saves a round trip of us asking for details.
Crashes, failed downloads, wrong file.
The extension finds no video on a page.
Payment, receipt, missing license key.
What to include
- Extension version (extension menu › Settings, or
chrome://extensions) - Browser and version, and your operating system
- The exact page URL where it happened
- What you expected versus what actually happened
- A screenshot, if the problem is visible on screen
Never send us your password. We only ever need your license key or the email you paid with.
Report a broken site or a reproducible bug — get a free lifetime license
If your site report or bug is adopted or verified by our team, we will send a free lifetime license to your email. Reports are reviewed by a person, so include enough detail for us to reproduce it — a URL we can open and clear steps are what make a report usable.
Send a site reportRefunds
Not satisfied? Email us within 7 days of purchase and we will refund the full license price. Stripe's processing fee (about 3% + $0.30) is charged by Stripe and cannot be recovered when a refund is issued.
Read the full terms →Privacy and data
The extension does not collect your browsing history and never uploads the videos you download. Support emails are used only to answer you.
Read the privacy policy →Community builds
Sideloadable Chrome and Edge packages for every release are published on GitHub, in case a store update has not reached you yet.
Latest release on GitHub →Guides
Step-by-step walkthroughs for the trickier formats and workflows.