Download and install
Installers for macOS and Windows, install steps and system requirements.
Download page Support / Help centre
Something not rendering right?
Most of Huko runs on your own machine, which means most problems have a local cause and a fast fix. Start with the troubleshooting below — and if none of it matches, one email reaches us.
01 / Straight there
The four things people come here for
Plans and credits
What a plan costs, what a credit buys, and what stays free forever.
See pricingBilling, refunds, cancelling
The 14-day refund right, how renewal works, and how to close an account.
Refund policyYour data and your rights
What reaches our servers, what never does, and how to make a data request.
Privacy policy02 / Fix it yourself
Troubleshooting
Each of these names the mechanism behind the problem, because with Huko the mechanism is usually the fix.
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Export fails, or the exported file is black
Export renders on your own machine through a renderer that ships inside the app, so an export problem is local — not a server outage. Check there is free disk space for the output, close other heavy applications, and try again. If the app tells you the renderer could not be reached, that message names the reason; send it to us verbatim and we can usually identify the cause from that line alone.
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The AI features say Huko cannot be reached
Generation is the one part of Huko that needs the network. A corporate firewall, a VPN or an offline machine will stop it while the rest of the editor keeps working normally. Confirm you are online, check whether a VPN or proxy is intercepting the connection, then sign out and back in from the dock. Editing, captioning and exporting continue to work in the meantime.
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Signing in from the app does nothing
Sign-in is a pairing handshake: the app shows you a short code, opens your browser, and waits. You sign in there and approve that code. If the browser tab is stale or was closed, the app is still waiting on a code nobody approved — cancel and start sign-in again. Only ever approve a code that matches the one on your own screen; the app never sees your password, and that code is the only thing tying the two together.
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Captions produce nothing, or take a long time
Captions are transcribed on your computer, not uploaded, so speed depends on your CPU and on how long the audio is — a long interview takes real minutes. Check the clip actually contains audio, and set the spoken language rather than leaving it on automatic if the result is garbled. Nothing about this step needs a connection or costs credits.
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Credits were deducted for a job that failed
They should not have been. Credits are reserved when a job starts and released in full if it fails or is cancelled, so a failed job costs nothing. If your balance still looks wrong, email us with the approximate time and the kind of job. Every credit movement is recorded in an append-only ledger with the breakdown behind it, so we can tell you exactly what happened rather than guess.
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A generated clip will not load in an old project
Results are downloaded into your project when a job completes. If a job finished while the app was closed or offline, the project may reference media that was never fetched, and the temporary copy on our side is swept after about 72 hours. Regenerating is the fix. To avoid it, leave the app open until a job reports complete.
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I need to sign out of a machine I no longer have
Each machine holds its own session, so you can revoke one without disturbing the others. Sign in on a machine you do still have, open your account, and revoke the device you have lost. Its session stops working immediately.
03 / Before you write in
What we can see, and what we can't
Huko is built so that your work never reaches us. That is a real privacy guarantee, and it is also the reason a support reply sometimes has to ask you for a screenshot.
| When you contact support | Can we see it? |
|---|---|
| Your account, plan and credit balance | Yes — including the ledger line behind any charge |
| Which jobs you submitted, and whether they succeeded | Yes — kind, status, timing and cost |
| Your imported footage, audio and images | No. They never leave your computer. |
| Your project, timeline and exports | No. They are files on your disk. |
| Media generated for you, after 72 hours | No. The temporary copy is swept. |
| Your password | No. It is stored only as a hash, and cannot be reversed. |
The full picture is in the Privacy Policy.
Makes a report ten times faster
Tell us your account email, your operating system and version, what you were doing, and the exact wording of any message the app showed. For a visual problem, a screenshot or a short screen recording is worth more than any description — it is the only way we can see what you are seeing.
04 / FAQ
Questions we get most
How do I contact Huko support?
Email [email protected]. Put the topic in the subject line — billing, bug, privacy, security — and we route it from there. We reply within 24 to 48 hours on business days, and within 24 hours for security reports.
Can Huko support see my project or my footage?
No. Huko edits, previews and exports on your own computer, and your media and project files are never uploaded. Support can see your account, your plan, your credit ledger and the technical record of jobs you submitted — never the video you are making. When you report a visual problem, a screenshot or a screen recording from you is the only way we can look at it.
Can you recover a project I deleted?
No, and this is worth understanding before it matters. Your projects are files on your own disk; we hold no copy to restore from. Use your operating system’s backup — Time Machine on macOS, File History on Windows — for work you cannot afford to lose.
Do I need an account to use Huko?
Not for editing. The app installs and opens without one, and the entire editor — timeline, transitions, effects, captions and 4K export — works with no account and no connection. You need an account only to generate media with AI, because that is metered in credits.
Does Huko work offline?
Everything except AI generation. Editing, previewing, captioning and exporting run on your own hardware, so a flight or a dead connection stops nothing but the AI features.
How do I cancel my subscription or get a refund?
Cancel from your account at any time; the plan stays active until the end of the period you have already paid for. Any subscription payment is refundable in full within 14 calendar days of the charge, no reason needed — email [email protected] with the charge date and amount.
What happens to my work if I stop paying?
Nothing happens to it. The account returns to the free plan, and every project, export and saved character on your computer stays exactly where it is, fully editable and exportable. Only new AI generation stops.
What are the system requirements?
macOS 11 Big Sur or later on Apple Silicon or Intel, or Windows 10 or later, 64-bit. Because rendering is local, more CPU cores and more RAM make exports faster — but the app is built to stay responsive on ordinary laptops.
More about what Huko does is in the general FAQ.
05 / Contact
One inbox. A person reads every message.
Put the topic in your subject line — billing, bug, feature request, privacy, security — and it reaches the right place faster. Security reports are answered first.
- General
- Account, technical problems, feature questions — 24–48 hours.
- Security
- Vulnerabilities and suspicious account activity — within 24 hours.
- Billing
- Payments, credits, invoices, refunds — 2 business days.
- Privacy
- Access, deletion, GDPR, CCPA and DPDPA requests — 72 hours.