Support
How can we help?
Last updated 2026-08-22
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. On Apple Silicon, detection and export use the media engine.
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 — Add Cut creates one (a Pro feature, like duplicating a cut), and the editor's in/out points (↑ sets in, ↓ sets out) refine any cut before exporting, free. If a file consistently detects wrong, I'd genuinely like to see it — write in.
What are Context cuts?
A second way to split. Where Scene reads the picture for shot changes, Context transcribes the spoken audio on your Mac, cuts where the talk changes topic, and gives every cut a title. You steer it with Guide: a target clip length (15, 30, 60 or 90 seconds, or the slider) or a number of cuts. Either one is a hint — the cuts still follow the talk, and the line under the controls tells you what to expect before you run it (Around 3–5 clips · 0:30 guide). Cut around pauses is optional and off by default: it drops the quiet stretches and starts a new clip when speech resumes. Context needs speech in the video. The first run is free — one preview, on a file of your own, before you decide; after that it's Pro. Scene, Every Duration and Equal Parts stay free.
What does Context need on my Mac?
Two models, both running locally. For transcription: Apple Speech, which is on-device and needs no download on macOS 26 — on earlier macOS, pick a Whisper model in Settings instead, from Tiny (32.2 MB) to Large Turbo (574 MB); smaller is faster, larger is more accurate. For chapters — the topic boundaries and the titles — either Apple Intelligence, if you have it turned on, or Gemma 4 E2B, a 3.6 GB download that then stays on your Mac. Google's Gemma Terms of Use apply to Gemma. Splits ships without any of these weights, so the one thing it ever fetches from the network is a model you asked for.
Do the titles end up in the file names?
They can. Every Context cut keeps its title — the cut card shows it above
the timecodes, and {title} is a clip-name token in the
export inspector, alongside {name}, {nn},
{n}, {start}, {end} and
{duration}. The default for a Context job is
{nn}-{title}.
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 (H.264 or HEVC, up to 720p), JPEG frames, and GIF — one video at a time, no watermark. One Context cut is free too, so you can see it read your own footage before you pay for it. Splits Pro (US$ 9.99, one purchase, forever) raises the resolution to 1080p, 4K or the original file, and adds the Pro formats (MOV, ProRes, MKV, WebM, AV1, FFV1, APNG/WebP, audio-only), unlimited batch, manual cuts (add and duplicate), per-cut framing and color, the contact sheet, custom clip names, re-export from history, and unlimited Context — the split that follows the talk instead of the picture.
Which export formats can I pick?
Per cut: H.264 and HEVC in MP4 (free),
ProRes and the other Pro containers (Pro) — plus the
bitrate presets (all free) and any frame rate from 8 to 60 fps. Frames
export as JPEG; 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?
Almost never. Detection, transcription, chapter titles, preview and export all happen on your Mac — nothing of yours is uploaded, ever. The one exception is a download you start yourself: the Whisper and Gemma models for Context cuts are fetched once, on your say-so, and then run locally. With those already in place, or with Context unused, Splits works with the network turned off.
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 never uploads your video. The only request it can make is a model download you ask for. The full breakdown lives in the Privacy Policy.
Contact
Anything not covered here: contact@brennocastro.com.