Questions, answered straight.
Licences, machines, updates and refunds. If yours is not here, write to us and it probably ends up on this page.
Laptop and edit suite, or do I buy twice?
Once. A licence covers two computers at the same time, which is the laptop and the suite. Need a third? The panel shows you the two it is currently on and lets you release one from where you are standing - no walking to the other machine, no email to us.
Is there a subscription?
No. One payment, and the licence cannot expire. There is no renewal date, no seat count and no card kept on file, so nothing here can quietly stop working because a charge failed.
Does it phone home?
It has to reach us exactly once, to activate. After that it runs offline; it checks in quietly when there is a connection and carries on when there is not.
What if this website disappears tomorrow?
Your tools keep working. Each one holds a signed pass good for three weeks that renews itself in the background, so an outage at our end never lands in the middle of your edit.
Which Premiere does PILE need?
25.6 or newer, macOS or Windows. Anything older is missing the panel API the whole thing is built on.
RETRACK: what is the difference between Safe and Safe +?
How far one effect reaches. In Safe, a clip carrying an effect - a blend mode, a fade, a crop, a resize - stays on its own track, and the ordinary clips around it still pack down past it. In Safe +, that one clip keeps its whole track exactly as it is. Safe gets you more tracks back; Safe + is the one for a graded or composited track you would rather nobody touched. Either way the panel writes the plan first and names every clip it refused to move, and why.
RETRACK: I paid. How do I get the RETRACK + panel?
Two steps, both small. Your key is in the receipt: open the panel, Settings → Licence → Unlock, paste it, and everything grey turns on straight away. That is all you have to do. If you would also like the tab itself to read RETRACK +, download RETRACK-Plus-1.0.0.ccx and double-click it: it is the same panel with a different nameplate, it replaces the free one rather than sitting beside it, and your key stays where it is. Premiere reads that tab name once when it loads the panel and gives us no way to change it later, which is why it is a separate file and not a setting.
Can it wreck my project?
It only touches what you point it at, and every single action lands on the application’s own undo stack. Command-Z puts it back.
Do updates cost anything?
No. Fixes and new tools are free for as long as the product exists, and there is no upgrade edition waiting behind the one you bought.
What if it is not what I wanted?
One email inside seven days gets your money back. No form, and no questions about why.
When is After Effects or Resolve coming?
There is no date, and we do not take pre-orders for something that is not written. The shelves on the catalogue page say exactly where each one stands.
Who answers when something breaks?
The person who wrote it. Reply to the mail your key arrived in, or write to hello@postprodtools.com.