Support

1. Contact us

Email support@vidstash.net. It is the only support channel, and it is read by the person who maintains the extension. If you write about a purchase, keep the order ID from your Dodo Payments receipt in the message.

Email support@vidstash.net

2. Try these first

Most reports are one of the six situations below, and each has a quick check that takes less time than writing an email.

• Check the page type. The extension works on TikTok and Douyin video pages (…/video/…) and on supported recommendation feeds. It does not run on profile pages, search results, or other ByteDance products.
• Reload after installing or updating. A tab that was already open keeps the old content script. Reload the tab, then move the pointer over the video to reveal the controls.
• Update Chrome. Chrome menu → Help → About Google Chrome, then restart the browser.
• Know the free plan limits. The free version allows 3 successful uses, video quality up to 480p, and the first 10 comments of an export. A Pro license lifts all three limits.
• Check your download folder. Files are saved straight to your Downloads folder. If a download looks stuck, open chrome://downloads — the file may already be there.
• Unexpectedly short CSV? An export only contains the comments the page itself loads. Videos with comments turned off, or pages that were not scrolled far enough, can produce a short or empty file.

3. Report a bug from the extension

Below the download control there is a Report a bug button. It opens a message to support@vidstash.net and shows the exact page link that would be sent. After certain failures a Report problem button appears as well, carrying an error code and the stage where the failure happened.

Nothing is sent automatically. If you cancel, the page link and video identifier never leave your browser. The exact contents of a report are described in the privacy policy.

4. What to include in your message

• What you did, what you expected, and what happened instead.
• The video page URL, if the problem is tied to one video.
• Your extension version — chrome://extensions → the TikTok Downloader card → Details.
• Your Chrome version and operating system.
• A screenshot of the error, if one is visible on screen.

Please do not send your full license key. If a license needs checking, we will ask for the order ID instead.

5. Licenses, payments, and refunds

Pro is a one-time purchase of $10.99 USD. Payments, invoices, and receipts are handled by Dodo Payments as the merchant of record, so anything about billing is resolved with the order ID shown on your Dodo receipt.

• Activation fails. Activation contacts Dodo Payments over HTTPS, so it needs a working connection. Send the exact message the extension shows.
• You changed computers. Send the order ID and the device label shown in the extension and we will look at the activation state.
• Refund or billing question. Email us with the order ID and we will take it from there.

6. Privacy and data requests

The extension needs no account and keeps what it uses locally in your browser. Uninstalling it clears that local data. What is stored, and what never leaves your device, is listed in the privacy policy. For a data question, or to ask what we hold about an earlier support request, email us.

7. Platforms and feature requests

Only TikTok and Douyin are supported today. If the extension fails on a specific kind of page, that is useful information — send the URL. Feature requests go to the same address; everything that arrives is read, even when a reply is short.