FAQs

We currently support WebM and MP4 video file formats for upload.

No, changing a user won’t incur any fees. Be sure to delete the old user first, and then add the new one.

The Free plan includes one saved reference. Basic, Standard, Pro, and Max include 100, and Enterprise has no limit. To save more, upgrade to a plan that suits your needs.

If you're seeing a "Upgrade to add more references" message even though you haven't created any references yet, please contact support. Our team will be happy to help.

You can see the failure reason on your Dashboard and on Plan details. You’ll also receive an email with the reason.

Some banks block international online payments. If the card was declined, try another card or ask your bank to allow the payment.

You can view and download all your invoices on the Invoices page in settings. Each row shows the invoice number, its date, the amount, and whether it is paid, with a download icon at the end of the row.

• Monthly plans: on your billing date each month, when the plan renews.
• Yearly plans: on the 1st of every month at 00:00 UTC, whatever day you subscribed, and again on the day your plan renews each year.

If you subscribe to a yearly plan partway through a month, for example on the 20th, you pay the full yearly price that day and get your full monthly credits straight away, not a reduced amount. Those credits last until the 1st, when the next month's credits start.

Unused plan credits do not roll over. Credit packs do not reset; each pack keeps its own expiry date. See Pricing FAQs.

Open Profile settings, click 'Delete account' at the bottom of the page, then 'Email me the link'. Follow the link in the email to finish.

Deleting your account permanently removes your account and all its data, and cannot be undone. Any active plan ends straight away, and unused credits and plan time are not refunded. Download anything you want to keep first.

An organization admin can open General in Organization settings and click 'Delete organization'. This permanently deletes the organization's data and your team's data, and cannot be undone.

Try these in order:

1. Search: in Studio, open 'Projects' or 'Files' in the left sidebar, or click the search icon at the top.
2. Something missing on a canvas: open the file and press Shift + 1 to zoom out and fit everything on screen. You can also open the 'Layers' tab on the left and click an item to jump to it.
3. Check your login: click your organization name in the top-left corner. It shows the email you are logged in with. If you created the project with a different email or Google account, log in with that one.
4. Check your organization: in the same menu, hover your organization name to see your other organizations and switch. Each project belongs to one organization.

Email support@morphic.com with a short screen recording, your browser and its version, and a link to the chat or file where it happened. Those details let us reproduce the problem without going back and forth.