Support

Frequently asked questions

How do I restore an Opus purchase?

Open CineX, go to Account → Opus membership and tap Restore Purchases, signed in with the same Apple Account you used to buy it. Apple handles billing and payment; we never see your payment details.

How do I request a refund?

Apple handles refunds. Open reportaproblem.apple.com in a browser and submit a request. CineX has no access to your Apple Account billing information and cannot process a refund for you.

Which formats can be converted? Will I lose quality?

CineX decides how to convert based on the codec inside the container, not the file extension. For containers AVPlayer cannot open, such as MKV, AVI and WebM, if the video inside is H.264 or HEVC it can be repackaged directly (no re-encoding, so quality matches the source). If it is Xvid, VP9, AV1 and the like, a full conversion runs and normal re-encoding loss applies. The result is never larger than the source file.

Conversion is slow, or my device gets hot.

Conversion is heavy work; speed depends on your device's chip and how complex the source is. CineX uses the device's built-in hardware codecs throughout — nothing is uploaded and no cloud compute is used. Heat and battery drain are expected; plug in, and avoid resting the device on bedding or anything that traps heat.

How many conversions does the free tier include?

The free tier includes five successful conversions in total; Opus membership is unlimited. A conversion counts once, only when it completes successfully: failed or cancelled attempts do not count, and deleting a finished output does not restore quota. The quota is stored as a single integer in your Keychain and Apple syncs it across devices signed in with the same Apple Account, so it is shared across your devices and reinstalling the app does not reset it.

Will my library and playback progress be there on a new device?

No. CineX has no server; your library, conversion queue and playback progress exist only inside the app sandbox on the current device. To move to a new device, export your files with system file sharing (Finder / iTunes) or the share sheet, then import them there. The only thing that syncs with your Apple Account is the single quota integer.

The system player shows subtitles, but CineX does not generate them.

These are two different things. What CineX itself does is extract subtitle tracks already present in the source file and repackage them into the output; it does not recognise speech or translate subtitles. On supported devices running iOS 27 or later, Apple's system player may generate or translate subtitles during playback using on-device models — Apple handles that under its own terms, CineX takes no part in it and never receives the results.

Are the files I import uploaded?

No. CineX has no server and no cloud data backend, and makes no network calls anywhere in the app. Your video, audio and subtitles are processed only on your device. Only three things need a network, and none is initiated by CineX: buying and restoring purchases goes through the App Store, the single quota integer and the Sign in with Apple identifier are synced by Apple between your own devices, and Sign in with Apple authentication is performed by Apple.

What does deleting my account remove?

Deleting clears your local profile on this device, plus the Sign in with Apple identifier held on this device and in iCloud Keychain. This version does not revoke the Sign in with Apple authorisation on your Apple Account on your behalf — to revoke it, stop authorising CineX in your Apple Account settings. The quota count is deliberately not cleared by deletion.

Still stuck?

Write to support@getcinex.app and include the following so we can find the problem faster:

• Device model and system version — Settings → General → About.
• The CineX version — Settings → About.
• Which screen the problem appeared on, and what you were doing.
• The container format and codec of the source file, if the problem is about conversion.
• A screenshot, or a screen recording.

We usually reply within one business day. For purchase issues, include the Apple Account email used for the purchase so we can check it.

Related

What we collect and what we do not is set out in the Privacy Policy; the rules for purchases and use are in the Terms of Service.

CineX, built for Apple hardware.