How can we help?

1. Contact support

Email support@millwards.website at any time. Messages are monitored on business days, meaning Monday to Friday excluding public holidays in England and Wales. We aim to send a first response within two business days; this is a service target rather than a guaranteed resolution time, and complex or third-party issues may take longer.

Include the email address on your account, what you were trying to do, the exact error message, browser and device type, and approximate time of the issue. A screenshot is useful if it contains no confidential information.

2. Subscription and billing help

Pro costs £12 total monthly and includes a seven-day trial for eligible new customers. The trial includes 15 AI source minutes; each paid monthly billing period includes 60. One successfully analysed source minute covers transcription, highlight suggestions, and subject-following crop suggestions together. Failed analysis does not consume the allowance, and unused minutes do not roll over. Millwards Studio is not VAT registered, so VAT is not added. Paid Pro subscriptions are currently available only to UK residents with UK billing and customer addresses. Use Account → Manage billing to view invoices, update a payment method, or cancel through Stripe’s customer portal.

To avoid the first charge, cancel before the trial end displayed at checkout. To avoid another monthly renewal, cancel before the next billing date. See the Refund and Cancellation Policy for full details.

For an unfamiliar or duplicate charge, email support@millwards.website with the account email, invoice reference, charge amount, and date. Never send a complete card number.

3. Editor, import, and export help

Save a project to continue later

Video previewing, editing, and Free 720p export happen in your browser, and opening a local video does not upload it. After signing in and verifying your email, choose Save project in the editor to store its source and edit settings privately in your account. Free includes 1 GiB total and Pro includes 5 GiB, with a 1 GiB maximum source and up to 50 saved projects. Open Projects to continue or delete one. This is not a backup service, so keep the original and downloaded exports on your device.

A video will not import

• Try a current version of Chrome, Edge, Firefox, or Safari.
• For a local file, confirm it is MP4, MOV, or WebM and within the displayed size limit.
• For a URL, sign in, verify your email, and use a public HTTPS link that points directly to an MP4, MOV, or WebM file no larger than 512 MB. A normal YouTube, livestream, or social-page URL is a web page, not a direct video file.
• Temporary or signed download URLs can expire. If the editor reports that the file was not found, create a fresh direct link at the source host or upload the file from your device.
• If the file still fails, convert a copy to a widely supported MP4 format and try again.

An export will not play on a platform

Free exports are 720p WebM files created by your browser and may need conversion for a particular platform. Pro exports are protected server-rendered 1080p MP4 files. If a Pro render fails, keep the original selected, try a shorter clip, confirm the source is MP4, MOV, or WebM, and try again. Always preview audio, crop, captions, and duration before publishing.

AI-assisted transcription, highlights, and reframing

Pro can create an editable transcription draft, suggest transcript-based highlights, and suggest a crop that follows a visible subject. Review every word, time range, and crop before export: these are suggestions and can be wrong. Subject tracking does not identify people or create biometric templates. Do not analyse secrets, confidential or highly sensitive personal information, children’s personal information, or material you are not authorised to process.

Analysis uses a temporary working copy of the selected local or saved source, audio, and frame data on our private German server. Successful analysis working files are deleted immediately; abandoned or failed jobs and residual result artifacts expire within 24 hours. A source you separately chose to save remains until you delete that project. Full media and transcripts are not sent to a hosted generative-AI service while that separate provider gate remains disabled. See the Privacy Notice for details.

4. Account access and data requests

If you cannot sign in, use the verification or reset option and check spam or junk mail. Contact support from the account email if the link has expired or you no longer have access.

For account deletion, connected-platform data deletion, or another privacy request, follow the Data Deletion Instructions or email support@millwards.website. We may ask for proportionate verification. Account deletion and subscription cancellation are separate actions: cancel billing through the customer portal so future renewals stop.

Clearing Millwards Studio’s browser storage removes browser-local names, AI results, and preferences from that browser and may not be reversible. It does not delete originals or downloads from your device, account-stored projects, or server-held account and billing records. Delete an account-stored project in Projects. Incomplete and failed saved-project uploads normally expire within 24 hours. Temporary Pro render media expires automatically: incomplete uploads normally within six hours, failed media within 24 hours, completed MP4 files within 24 hours, and minimal expired-job metadata within 30 days. Successful AI analysis working files are deleted immediately; abandoned or failed jobs and residual result artifacts expire within 24 hours; content-free pseudonymous allowance totals may be kept for up to 12 months.

5. Privacy complaints

Email support@millwards.website with the subject “Privacy complaint.” Include your account email, what happened, relevant dates or references, and the outcome you want. Do not include passwords, complete card details, or unnecessary identity documents.

We aim to acknowledge a privacy complaint within two business days. We will investigate and send a substantive response without undue delay; privacy rights requests are normally answered within one month, subject to any extension permitted by data-protection law. You may also complain to the Information Commissioner’s Office at any time. See the Privacy Notice for the complete process.

6. Security reports and urgent issues

Report a suspected vulnerability privately to support@millwards.website with reproduction steps and impact. Do not access other users’ information, disrupt the live service, use destructive testing, or publish details before we have had a reasonable opportunity to investigate.

If you believe your account is compromised, change your credentials where possible, secure the associated email account, and contact support promptly. For an immediate threat to personal safety, contact the appropriate local emergency service.