Something not working?

Your licence will not activate

Work through these in order. It is almost always the first one.

1. Check the key itself. Copy it straight from your purchase email rather than retyping it. A trailing space or a missing character is the most common cause. The key is in the order email from Polar, who handle purchases for us.
2. Check your internet connection. Activation has to reach the licensing service, and ProofFlick re-checks the licence from time to time after that. If you are behind a corporate firewall or VPN that blocks outbound requests, try again on a normal connection.
3. Check how many devices are already using it. A licence covers 3 devices. If all three slots are taken, activation on a fourth will fail until you free one.
4. Free a slot if you need to. Open ProofFlick on a machine you no longer use and deactivate the licence there. That releases the slot immediately and you can activate the new machine.

Moving a licence to a new machine

Deactivate on the old machine first, then activate on the new one with the same key. In ProofFlick, open Settings and deactivate this device; that returns the slot to your licence. Then install ProofFlick on the new machine and paste the key in.

If the old machine is gone, broken or already wiped and you cannot deactivate it, email us and we will free the slot for you.

Finding your key again

Your licence key is in the order confirmation email from Polar, our merchant of record. The key itself starts with PROOFFLICK-, so searching your inbox for that is more reliable than searching for a company name. Try “Polar” or “ProofFlick” too, including the spam folder.

You can also see your key any time in the customer portal. The portal is where you manage your licence: it shows your key, the devices you have activated, and lets you deactivate one to free a slot, exactly as the app does.

Still nothing? Email us from the address you bought with and we will look it up.

Windows warned me the app is not recognised

That is SmartScreen reacting to a new certificate, not to a problem with the file. Click More info, then Run anyway. ProofFlick is code-signed by Capital Films Limited, and you can confirm that yourself: right-click the installer, choose Properties, then Digital Signatures. The warning stops appearing once enough people have installed the app.

Setting up your AI provider

ProofFlick runs on your own API key from OpenAI, Anthropic (Claude), xAI (Grok), OpenRouter or Groq, with speech through Deepgram or Groq. If proofreading or dictation stops working, the usual causes are a key that has been revoked, a provider account out of credit, or the provider itself being down. Check your account with that provider first.

If you would rather not pay a provider at all, Groq has a genuinely free tier that needs no credit card.

Paid features stopped and I have not changed anything

ProofFlick verifies your licence with our licensing provider periodically. If it cannot reach the service it carries on for seven days, then pauses paid features until the next successful check. Nine times out of ten this is a firewall, a VPN, or a machine that has been offline for over a week: reconnect and it resolves itself. You are not being charged again, and nothing has expired. See the terms for what happens if we ever stop running the service.

What we can and cannot see

Reporting a problem

Email [email protected] and tell us what you did, what you expected, and what happened instead. Windows version and which AI provider you are using both help. If you want to attach a diagnostic log, ProofFlick writes them locally and they contain metadata, not your writing, but read one first if you would rather be sure.

Refunds and billing

Purchases are handled by Polar as merchant of record, so refunds and invoices go through their process, and your invoices are in the customer portal. Email us and we will sort it out with them. The 14-day trial exists so you can find out whether ProofFlick is for you before paying anything. See the terms for the detail.