Help with Zella.

Contact us

The Zella Community on Facebook is the main support channel and the fastest one. Post a bug, ask how to do something, or search what has already been answered. Asking in the open means the next person with your problem finds the answer instead of waiting on a reply.

Email support@zellahq.com for anything you would rather not post in public: a purchase problem, a receipt, a file you need to send us. We aim to reply within 2 business days. Zella is a small independent product, so the person answering is the person who can fix it.

You can also use the contact form if you prefer.

What helps us help you faster: your device and OS version, the Zella version (Settings, or the About window on Mac), what you expected, what happened instead, and whether it happens every time.

Other routes

• Community group - ask and search on Facebook, the fastest route to an answer
• Documentation - step-by-step guides for Mac and iPhone
• FAQ - common questions answered
• Pricing and what each tier includes - pricing
• Refunds - how to request one through Apple
• Privacy - what the app does and does not collect
• Security issues - email security@zellahq.com and please give us a chance to fix it before disclosing publicly

Common fixes

A purchase did not appear, or did not carry over to another device

Open Zella and choose Restore Purchases. Zella Pro and Founder are Universal Purchases tied to your Apple ID, so restoring is what links them to a new Mac or iPhone. If it still does not appear, make sure the device is signed into the same Apple ID used to buy, then write to us.

Captions are not generating, or "um" and "uh" are not being removed

On iPhone the first caption run downloads a speech model of about 145 MB, once, over Wi-Fi. Until it finishes, Zella falls back to Apple's recogniser, which returns a cleaned transcript - so fillers may not appear as removable. Let the download finish, then run it again. Everything after that is offline.

Caption translation is missing

On-device translation needs iOS 18 or later. The first use of a language may need a one-time offline model from Settings › Translate. If a language pair is not supported on your device, Zella says so rather than failing silently.

Export is blocked or the length is capped

Free exports run up to 2 minutes at up to 1080p, watermark-free. Trim the video, or unlock Pro for unlimited length and 4K. Free exports are never watermarked - if you see something stamped on an export, that is a bug and we want to hear about it.

Screen recording will not start

On Mac, grant Screen Recording in System Settings › Privacy & Security, then reopen Zella - macOS reads that permission when the app launches. On iPhone, screen capture goes through the system broadcast picker; choose Zella in the picker and tap Start Broadcast.

I lost a recording, or the app quit mid-take

Recording is segmented and crash-safe, so an interrupted take is usually recoverable: reopen Zella and check your projects. If it is not there, write to us with the approximate time and device and we will help you look.

Accessibility

Zella is built with Apple's standard controls, so system accessibility features work with it: Dynamic Type, VoiceOver, Increase Contrast and Reduce Motion. Captions are a core feature rather than an afterthought, and they are generated on-device. If something is hard to use with an assistive technology, that is a bug worth reporting - write to support@zellahq.com and tell us what got in your way.

Privacy, briefly

Contacting support does not give us access to your footage. Zella has no account, no cloud and no upload path - your recordings and projects stay on your device. If a problem needs a file to diagnose, we will ask, and it is always your choice whether to send one.