Support

Frequently asked questions

How do I restore an Opus purchase?

Open EncoX, go to the account page and tap the Opus membership row (on a device where the purchase is not yet active that row shows Join on its trailing edge). On the page that opens, tap Restore Purchases, signed in with the same Apple Account you used to buy it. Apple handles billing and payment; we never see your payment details.

How do I request a refund?

Apple handles refunds. Open reportaproblem.apple.com in a browser and submit a request. EncoX has no access to your Apple Account billing information and cannot process a refund for you.

Which formats can be converted? Will I lose quality?

EncoX decides how to convert based on the codec inside the container, not the file extension. For containers AVPlayer cannot open, such as MKV, AVI and WebM, if the video inside is H.264 or HEVC it can be repackaged directly (no re-encoding, so quality matches the source). If it is Xvid, VP9, AV1 and the like, a full conversion runs and normal re-encoding loss applies. A full conversion sizes its output budget below the source file’s measured byte count; if the encoder ends up far above that budget the conversion is reported as failed and nothing is delivered, leaving your source file intact. Repackaging leaves the video untouched, so the output is about the same size as the source — in some cases the container’s own indexing overhead makes it marginally larger.

Conversion is slow, or my device gets hot.

Conversion is heavy work; speed depends on your device’s chip and how complex the source is. Local computation: conversion first calls the hardware encoder built into the device; when that path is unavailable on your device, it switches to the software encoder on the device. Both paths run on your device, and neither uses any cloud computing capacity.Heat and battery drain are expected; plug in, and avoid resting the device on bedding or anything that traps heat.

How many conversions does the free tier include?

The free tier includes five successful conversions in total; Opus membership is unlimited. A conversion counts once, only when it completes successfully: failed or cancelled attempts do not count, and deleting a finished output does not restore quota. The quota is stored as a single integer in your Keychain and Apple syncs it across devices signed in with the same Apple Account, so it is shared across your devices and reinstalling the app does not reset it.

Will my library and playback progress be there on a new device?

No. Your library, conversion queue and playback progress live only inside this App’s sandbox on the current device; the App keeps no separate copy. To move to a new device, export your files with system file sharing (Finder / iTunes) or the share sheet, then import them there. What follows your Apple Account is this set: the single quota integer, the opaque user identifier returned by Sign in with Apple, the marker that records that you signed out yourself, and the marker recording that this Apple Account has bought the one-time membership (its value is a single character, and its account name is a UUID derived from your owner key, not your Apple Account identity) — all four held in your Keychain, which Apple syncs between your own devices — plus the profile you fill in inside the app (nickname and avatar), which Apple syncs only when iCloud is enabled on this device, into your own iCloud private database. We receive no copy of it.

The system player shows subtitles, but EncoX does not generate them.

These are two different things. What EncoX itself does is extract subtitle tracks already present in the source file and repackage them into the output; it does not recognise speech or translate subtitles. On supported devices running iOS 27 or later, Apple’s system player may generate or translate subtitles during playback using on-device models — Apple handles that under its own terms, EncoX takes no part in it and never receives the results.

Are the files I import sent somewhere else?

No. Transcoding, recognition and reading or writing all happen on your own device. Only the following need a network, and each of them is handled by Apple: buying and restoring purchases is handled by the App Store; the free-quota counter, the opaque user identifier returned by Sign in with Apple, the marker that records that you signed out yourself, and the marker recording that this Apple Account has bought the one-time membership are all held in your Keychain, which Apple syncs between your own devices; the profile you fill in inside the app is synced by Apple through CloudKit into your own iCloud private database once you enable iCloud, and its nickname and avatar are additionally stored in one profile record that you yourself share across these three apps; Sign in with Apple authentication is performed by Apple. What each of those records contains and how long it is kept is described in the Privacy Policy.

What does deleting my account remove?

Deleting clears your profile (nickname, avatar, profile creation time and owner key) together with the Sign in with Apple identifier held in this device’s Keychain and in iCloud Keychain. The nickname and avatar also live in one profile record shared by your own three apps: it is removed only when none of the three is still registered, and when that cannot be determined the delete is skipped and retried at the next sync — so deleting this account alone does not mean those two fields are already gone; the account-deletion section of the Terms of Service is authoritative. If your profile was synced into your own iCloud private database, this device pushes the deletion through Apple’s sync mechanism; Apple decides when that happens, we get no receipt and cannot confirm that the cloud copy is gone, so keep this device online after deleting so the push can go out. Your media files are not part of the profile: the conversion queue, playback progress, media folders and finished outputs are not deleted. This version does not revoke the Sign in with Apple authorisation on your Apple Account on your behalf — to revoke it, stop authorising EncoX in your Apple Account settings. The quota count is deliberately not cleared by deletion.

Still stuck?

Write to support@encox.app and include the following so we can find the problem faster:

• Device model and system version — Settings → General → About.
• The EncoX version — in the Version line at the bottom of the account page.
• Which screen the problem appeared on, and what you were doing.
• The container format and codec of the source file, if the problem is about conversion.
• A screenshot, or a screen recording.

We will reply as soon as possible after receiving your request. For purchase issues, include the Apple Account email used for the purchase so we can check it.

Related

What we collect and what we do not is set out in the Privacy Policy; the rules for purchases and use are in the Terms of Service.

EncoX, built for Apple hardware.