Frequently Asked Questions

The camera stays black

Check that DUOclip is allowed to use the camera and microphone in your device settings. Close other camera apps and reopen DUOclip. If it still doesn't work, contact us with your device model and your OS and app versions.

Who can see the videos I send?

Only the people you sent them to: all your friends, the friends you picked, or people who opened your invitation link and signed in. All your friends and the friends you pick also include your followers (people who follow you but whom you have not approved yet). A DUO chosen as BEST is shown to everyone the DUO reached. Videos are never published to people who are not signed in.

Do videos disappear after 24 hours?

No. DUO Replies are open for 24 hours from when the sender starts the call for DUO Replies. A finished DUO does not disappear after 24 hours. Even after DUO Replies close, the BEST can be viewed from a valid invitation link once it is announced (signing in to the app is required).

Can I save videos?

You can save DUOs and BESTs you are allowed to watch to your device's photo library. The people you send to may also be able to save your videos. DUOclip cannot delete videos already saved on someone else's device.

Are the official account's DUO Replies made by AI?

Yes. A DUO Reply from the official DUOclip account is a video in which its characters speak a line written by AI in a synthetic voice. To write the line, still frames and subtitles from your DUO are processed by an external AI service. See the Privacy Policy for details.

I don't get notifications

Check that notifications are on in My Page and that DUOclip is allowed to send notifications in your device settings. If notifications are not allowed, you can open your device settings from My Page.

What happens when I report something?

Choose a reason and send the report, and our team will review it. We never tell the other person that you reported them or who you are. After reporting you can hide that DUO or block the person. We never delete an account automatically just because of the number of reports. You can follow the status of your reports in "Report history" in My Page.

What is DUOclip Plus?

An optional auto-renewing paid plan. With Plus, you see no ads and can choose photos and videos from your whole library in REPLAY (without Plus, the last 30 days). A Plus badge appears beside your name in friend lists and profiles, and you can choose your app icon. It is billed monthly or yearly at the price shown in the store, and new subscribers get a 7-day free trial. You can subscribe from My Page. Sending videos, DUO Replies, reactions, BEST, viewing results, reporting, blocking and deleting your account stay free without Plus. Plus is being rolled out gradually, so you may not see it yet.

How do I cancel or get a refund?

Cancel at any time from the subscription management of the App Store or Google Play. The subscription renews automatically unless you cancel at least 24 hours before the current period ends. After cancelling, you can keep using Plus until the end of the period you have paid for. Refunds follow the store's rules, so request them from the store.

I see ads. Can I remove them?

Without Plus, you may see ads in the Library and in the list of received DUOs. Subscribing to DUOclip Plus removes them. Ads are never shown while you record, send, make a DUO Reply or choose a BEST, or during the first 7 days after you create your account. If you live in the EEA, the UK or Switzerland, you can change your ad consent from My Page > "Ad privacy settings". On iOS, you can change tracking permission in your device settings. Ad content is limited to a rating suitable for teens. See the Privacy Policy for details.

If I delete my account, does my subscription stop too?

No. The subscription is managed by the Apple App Store or Google Play, so deleting your DUOclip account does not cancel it. Cancel it from the store's subscription management before deleting your account.