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support@qwintsoft.com →Troubleshooting Guides
Step-by-step solutions to the most common issues. Resolve most problems in minutes.
Browse guides →FAQ
Answers to frequently asked questions about licensing, credits, compatibility, and more.
View FAQ →Common Issues & Solutions
- Ensure Adobe Premiere Pro is fully closed before installation.
- Right-click the installer and select "Run as Administrator."
- After installation, relaunch Premiere Pro and check Window → Extensions → Qwint Caption.
- If still not visible, go to Window → Workspaces → Reset to Saved Layout and try again.
- Check that your Premiere Pro version is 2022 or later.
- Double-check for leading/trailing spaces when pasting your key.
- Ensure you have an active internet connection.
- If you've already activated on 2 machines, deactivate one before activating on a new machine.
- Contact support with your order ID if the issue persists we can reset your activation.
- Check your internet connection speed. AI transcription requires a stable internet connection.
- For sequences longer than 30 minutes, process in smaller segments.
- Ensure Premiere Pro is not rendering or exporting simultaneously.
- Check our status page for any service outages.
- Ensure your sequence settings match your original footage frame rate.
- If working with mixed-frame-rate footage, standardize the sequence first.
- Use the "Manual Sync" adjustment in the Qwint Caption panel to offset all captions by a fixed amount.
- Re-generate captions from the specific problematic section.
Credits are consumed once used during AI transcription and cannot be refunded once processed. However, if credits were consumed due to a verified Software error on our end (e.g., a failed transcription that still deducted credits), please contact us and we will restore the credits.