Support

What to include

• Which product: Cooking Videos, Reading, Deep Read or Read Mail.
• The email address you signed up with, so we can find your account.
• What you did, what you expected, and what happened instead. A screenshot or the link to the item helps a lot.
• Your device and browser, or the app version, if the problem is on one device only.

Cooking Videos

Signing in

There is no password. Enter your email address and we send you a six-digit code; it is valid for thirty minutes. If the code does not arrive, check your spam folder and that the address is spelled correctly. You can also sign in with a Google account.

A video did not process

Most failures are videos with no cooking in them, videos longer than the limit, or files in a format we cannot read. The status page for the video says which. If you think it should have worked, send us the link or the file name.

Credits and purchases

New accounts get a free allowance to try the service. Credit packs are bought in the app and charged through Stripe; the receipt comes by email. For a problem with a purchase, send us the receipt's date and amount.

Deleting your account

Open your profile page and use “Delete account” at the bottom. Your recipes, uploaded videos and purchase history are deleted at once. Videos you shared that other people have saved stay available to them, without your name attached. You do not need to write to us first.

The iPhone app

The app is the same service in a native shell. Buying credits and submitting links are done on the website; the app is for uploading your own videos and cooking from your recipes.

Reading, Deep Read and Read Mail

These three are in private beta. To ask for an account, write to [email protected] and say which one and what you would use it for. If you already have an account and something is wrong, write to [email protected] as above.

Your data

To ask for a copy of the data we hold about you, or to have it deleted where a product has no delete button of its own, write to [email protected] with “Privacy” in the subject line from the address on the account. We act within thirty days. The Privacy Policy explains what each product stores.

Security

If you have found a security problem in one of our products, please write to [email protected] before making it public. We will acknowledge within two business days and keep you informed while we fix it.