Support
Most issues take a minute to fix yourself. Look through the common issues below first, then contact us if the problem stays.
Common issues
The popup says “Play a video on the page so the extension can detect it.”
Play the video for a few seconds, then click “Refresh” at the top of the popup. Media appears only after the page starts to load it.
The popup says “Protected content, not supported”
The video has DRM. Kepsy does not bypass DRM, so the download button is disabled. This is the correct result, not a bug.
The page has nothing to download
Some platforms are hard-blocked by a host blocklist, because their terms forbid downloads. There Kepsy detects and downloads nothing, in any browser.
The popup says “Network error during download”
Reload the page and start the download again. Kepsy does not restart a download that has ended.
No “Subtitles” box, or the popup says “The video was saved without its subtitles.”
The Subtitles box appears only when an HLS or DASH stream serves separate WebVTT subtitles. If the subtitles cannot be fetched, the video is still saved without them, and you can reload the page and try again. The subtitles are a track inside the MP4, so turn them on in your player (VLC, mpv).
The popup says “Free downloads used up for today”
The free version has 3 downloads a day. The top of the popup shows how many are left and when new ones arrive.
I paid but Pro is not on
Wait a minute, then open the popup again and click “Check again” on the Account screen. If you paid by bank transfer, the transfer note must stay exactly as the popup showed it, because that is how Pro finds your order. If Pro is still not on, contact us and include the order number or the bank transfer reference.
Cannot sign in
Signing in needs the account server. If the popup says this build has no account server configured, that build has no sign-in, and you can still use the free plan.
The sign-in code does not arrive by email
Wait a few minutes, then check your Spam and Promotions folders. Make sure the email address is typed correctly, then ask for a new code in the popup. After many tries in a row you are blocked for a while, so wait a few minutes and try again. Or choose “Sign in with Google”.
I signed in with Google on the website but the popup does not show my account
Close the popup and open it again, because the popup reads the session only when it opens. You must sign in on the website in the same browser as the extension, not in another browser. If it still does not show, open the sign-in page, sign out and sign in again.