Support
How can we help?
Last updated 2026-07-10
Splits is built and maintained by one person. Every email goes straight to me — no support queue, no ticketing system. I usually reply within one business day.
Before you write
If you're hitting an issue, sending these along makes it much faster to fix:
- A short description of what you tried and what went wrong.
- Your macOS version (Apple menu → About This Mac).
- Your Splits version (Splits → About Splits).
- If detection or export failed: the source file's resolution, codec, length, and roughly how many scenes you expected.
- Optionally a screenshot of the error or the panel that misbehaved.
Frequently asked
Which Macs are supported?
Splits runs on macOS 14 Sonoma or later. Detection and export are fastest on Apple Silicon, where the media engine does the heavy lifting.
Smart Cuts missed a scene — or split one that shouldn't be.
Detection reads the picture, so very slow dissolves or scenes that look alike can fool it. Two remedies: adjust the sensitivity in Scene Detection, or fix it by hand — click Add Cut to create one, and use the editor's in/out points (↑ sets in, ↓ sets out) to refine any cut before exporting. If a file consistently detects wrong, I'd genuinely like to see it — write in.
Where do exports save?
Into the folder you choose under Save to in the inspector. There's no hidden cache of your renders — everything lands under the path you picked.
What's free, and what's Pro?
Free covers the core: Smart Cuts, the cuts grid, in/out refinement, and export to MP4 (up to 720p), JPG frames, and GIF — one video at a time, no watermark. Splits Pro (US$ 9.99, one purchase, forever) unlocks up to 4K and original-quality passthrough, unlimited batch, manual cuts, per-cut framing and color, ProRes and High quality, custom clip names, and re-export from history.
Which export formats can I pick?
Per cut: H.264 for the web, HEVC for half
the size, ProRes for the edit bay — plus quality tiers
and any frame rate from 8 to 60 fps. Frames export as JPG; GIFs use
Splits' own encoder (real palette, dithered, diffed) so they come out
small and clean.
Does the exported clip keep the audio?
Yes — MP4 exports keep the source audio when Keep Audio is on. Frames and GIFs are silent by nature.
Do I need an internet connection?
No. Splits runs entirely offline. Detection, preview, and export all happen on your Mac — nothing is uploaded, ever.
How do I reset Splits?
Quit the app, then delete the sandbox container at
~/Library/Containers/com.brenno.splitter/. Re-launch and
you're starting fresh. Your purchase is tied to your Apple account —
use Restore Purchases to bring Pro back.
Found a bug?
Email it. Include the steps to reproduce and the version. I track every report personally.
Got a feature request?
Also welcome. The roadmap is shaped by what users actually run into, so a one-line note about why you need something carries more weight than a long spec.
Privacy
Splits doesn't collect any data, doesn't include analytics, and doesn't talk to any server. The full breakdown lives in the Privacy Policy.
Contact
Anything not covered here: contact@brennocastro.com.