I’ve been a long-time CapCut user and, until recently, I would have recommended the app without hesitation. Unfortunately, my recent experience has completely changed my view, particularly around pricing transparency, customer support, and overall app stability.
Firstly, the subscription structure is incredibly unclear and misleading. The Pro version is already around $30 AUD per month, which is not too bad. Naturally, you would assume that the Team version would include Pro features with the ability to add a team member. Instead, CapCut treats them as entirely separate products. To simply add one seat for my husband (who occasionally helps edit videos, on his own computer and account), I was expected to pay $35 AUD for Teams on top of $30 AUD for Pro, totalling around $65 AUD per month. That is excessive, poorly explained, and feels like a blatant cash grab.
On top of that, I was charged twice for the same subscription period. Despite clearly explaining the issue and providing the required information multiple times, I was stuck in an endless loop of automated responses asking me to repeat myself. I never spoke to a real person, never felt heard, and ultimately never received a refund. To then receive an email stating my issue had been “resolved” and asking me to rate the experience was frankly insulting.
The app performance itself has also gone downhill. Captions take an unreasonably long time to load, the app frequently freezes, and editing videos longer than 10 minutes often causes crashes. This is happening on a high-speed MSI gaming computer (Core i5), so it is not a hardware issue. For a premium-priced editing tool, this level of instability is unacceptable.
Charging professional-level prices while delivering unreliable software, confusing subscription tiers, and fully automated customer support shows a serious lack of respect for loyal users. Judging by the number of similar reviews here, these problems are clearly widespread.
It’s genuinely disappointing to see a product I once relied on decline this badly. I will be moving to an alternative editing platform that offers clearer pricing, better performance, and actual human support when things go wrong.
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