Support

Last updated: 3 October 2026

Speeding up a video

• "This video is too long for your plan": each plan has a limit on the length of the video you select and of the result. Free takes videos up to 90 seconds (result up to 45 seconds), Starter up to 3 minutes, Pro up to 10 minutes and Max up to 30 minutes. A higher speed makes the result shorter.
• Speed up stays disabled: select exactly one video. If Canva is still uploading it, the panel says "Waiting for Canva" and continues on its own once the upload finishes. If a finished video is waiting in the panel, add it to your design first.
• I closed the panel while a video was processing: open Video Speeder again. A finished video waits in the panel with Add to design. Finished videos that are not added are deleted after 60 minutes.
• "Another video is still processing": one video is processed at a time per account (two on Max). Wait for it to finish and try again.
• A video failed: a failed video does not use your allowance. Choose Try again. If it keeps failing, write to us with the message the panel showed.

Plans and payments

• I paid but my plan has not changed: it usually updates within a few seconds. Choose Refresh in the panel. If it still has not changed, write to us with the email address you used at checkout.
• I can't see prices or purchase buttons: on some platforms Canva does not allow payments inside apps. Open Video Speeder in Canva on a web browser.
• "We couldn't take your payment": your videos and extra videos are paused until the payment goes through. Open Manage Video Speeder subscription, then Payment method and invoices, to update your card.
• I used all my videos: on a paid plan you can add 10 videos for $4.99 or upgrade. On Free, your video renews at the start of the next month.
• Canceling: open Manage Video Speeder subscription and choose Cancel subscription. Your plan works until the end of the month you paid for, then you move to Free.
• Refunds: payments are not refunded, except where the law requires it. See the Terms.

Your data

• Deleting your data: choose Delete my Video Speeder data in the panel. It deletes your plan, usage, extra videos and history. An active subscription ends right away, with no refund. Payment records stay with Stripe, as the law requires.
• Another Canva team: a plan belongs to your Canva account in the team where you bought it, so in another team you start on Free.

When you write to us

Tell us your plan, what you were doing, the message the panel showed, and the length of the video. For payment questions, include the email address you used at checkout. Never send card details.