Support
Fastest route: email support@viralcodeapp.com and tell us what you were doing, what you expected, and what happened instead. If it involves a specific analysis, the video length and where you got it from (upload or link) helps us reproduce it.
Contents
1. Subscriptions & billing
ViralDNA Pro is sold as an auto-renewing subscription through the App Store: $34.99 per year (with a 3-day free trial for new subscribers) or $11.99 per month. Payment is charged to your Apple ID at confirmation of purchase.
Your subscription renews automatically unless you cancel at least 24 hours before the end of the current period. We cannot cancel it for you — Apple owns the billing relationship. To cancel or change plan, open the Settings app, tap your name, then Subscriptions, and choose ViralDNA.
Refunds are handled by Apple, not by us. Request one at reportaproblem.apple.com. If you believe you were charged in error, email us anyway — we can look at what your account shows and tell you what we see.
2. Restoring a purchase
New phone, a reinstall, or signed back in and Pro is missing? Tap Restore Purchase on the paywall or the locked screen. That checks your Apple ID for an active subscription and reattaches it to the account you are signed into.
Two things worth knowing. A subscription belongs to your Apple ID, not to your ViralDNA account — so restoring works only while signed into the Apple ID that bought it. And a subscription can only be active on one ViralDNA account at a time; restoring on a second account moves it there and removes it from the first.
If Restore says nothing was found but you are certain you are subscribed, check Settings → your name → Subscriptions to confirm which Apple ID holds it, then email us.
3. Problems with an analysis
An analysis failed. The most common causes are a video that is longer than your plan allows, a private or deleted post, or a link to a profile rather than to one specific video. A failed analysis does not use up your allowance — it is credited back automatically.
A link will not load. We support links to individual TikTok, Instagram and YouTube Shorts posts. Profile and channel pages are not supported. If the post is private, age-restricted or region-locked, we cannot reach it — upload the file from your camera roll instead.
Uploading is slow. Before an upload starts, iOS has to copy the video out of your photo library, and if the video is stored in iCloud rather than on the device it downloads it first. On a large clip that happens before any progress appears. Turning off Optimize iPhone Storage for videos you analyze often, or using WiFi, both help.
The scores look wrong. ViralDNA scores how a video is built — its hook, pacing, clarity and structure — not how it performed. A post with millions of views can score lower than a small one, and that is the tool working as intended. Every score traces back to something measured in the video itself, and the retention curve is always an estimate, never platform analytics.
4. Your account & data
Delete your account. Open the app, go to Profile, and tap Delete account. This permanently removes your analyses, ideas and every uploaded video from our servers. It does not cancel your subscription — do that in Apple's Settings, as above.
Sign-in trouble. If Sign in with Apple fails, check that you are signed into iCloud in Settings. You can also sign in with Google or with an email address and password.
What we collect and why is set out in full in our Privacy Policy. Your videos are processed to produce your analysis and are never used to train models or shown to other users.
5. Contact us
Email support@viralcodeapp.com. We aim to reply within two business days.
For anything account-specific, include the email address on your ViralDNA account so we can find it. Please do not send passwords — we will never ask for one.