FAQ
Usage
Q. How can I change the interface language?
The language setting is located in the [Menu] in the side menu.
Q. I added subtitles for different speakers, but only one caption track is activated at a time.
Adobe Premiere Pro's caption track only supports one active track. Upgrade caption track to graphic captions to show multiple captions. (See the next Q&A)
Q. I want to add subtitles as graphic captions instead of Premiere Pro caption tracks.
First, add the subtitles as Premiere Pro captions using Cutback. Then in Premiere Pro, drag the desired subtitles. After that, use the [Graphics and Titles] > [Upgrade Caption to Graphics] feature in the Premiere Pro menu to convert them to graphic captions.
Q. How do I mark in and out points?
On the sequence timeline, click the start point and press the 'i' key, then click the end point and press the 'o' key to mark them.
Q. I want to keep some silence gaps after using Silence Remover.
When removing silences, use the "separate" option instead of "delete". This will move clips detected as silences to another track. You can then select the clips you want to remove and use the alt+del (Windows) or opt+del (Mac) shortcut to delete them and ripple the timeline.
Q. I want to uninstall Cutback extension
Windows Delete the following folders:
C:\Users\{User Name}\Program Files(x86)\Common Files\Adobe\CEP\extensions\com.cutback.cep
C:\Users\{User Name}\Program Files\Common Files\Adobe\CEP\extensions\com.cutback.cep
C:\Users\{User Name}\AppData\Local\Temp\cep_cache\
All folders that contain com.cutback.cep
The AppData folder is usually hidden, so you can access it by directly typing it in the address bar of the explorer, or by entering the path %appdata% in the explorer and pressing enter, then moving to the parent folder
Mac Delete the following folders:
/Library/Application Support/Adobe/CEP/extensions/com.cutback.cep
~/Library/Application Support/Adobe/CEP/extensions/com.cutback.cep
~/Library/Caches/CSXS/cep_cache/
All folders that contain com.cutback.cep
If installed using ZXP file through Extension Manager
Run Extension Manager, select [Premiere Pro] > select com.cutback.cep > click [Remove] to uninstall.
Subscription
Q. Are there any limits on transcription usage?
For Starter: You can transcribe up to 3 videos per month, with a maximum of 30 minutes per video.
For Lite: You can transcribe up to 25 videos per month, with a maximum of 30 minutes per video.
For Pro: You can transcribe up to 20 hours of video per week. This includes video transcription and caption translation. Editing transcripts is unlimited and is not included in the transcription hours.
Important notes:
Unused transcription hours do not accumulate to the next period.
Misusing Cutback for purposes other than video editing will result in restrictions, as outlined in our terms of service.
For Enterprise users, limits may vary depending on the contract.
Q. Are there any limits on image editing and effects?
For Starter: You can use AI image editing 10 times per month. Effects like Depth and Transparent Background can be used 3 times per month.Some caption and effect presets are available only to Pro users.
For Lite, Pro: There are no limits on image editing or effects.
Q. How do I unsubscribe?
Go to Cutback dashboard, select 'Billing info' menu, and change your subscription settings in the 'Plan' section.
Q. How do I request for refund?
Go to Cutback dashboard, select Settings icon menu, and proceeed to send us a request email. The purchase will be refunded if you did not use any features, and request within 7 days from payment. If your request is applicable, the refund will be completed within 3 working days.
Troubleshooting
Q. I'm seeing a white screen with the message "ERR_NETWORK_ACCESS_DENIED” or “ERR_CONNECTION_TIMED_OUT”
If you have a firewall or antivirus running, please add Cutback and the https://static.cutback.video domain as exceptions, or try disabling them temporarily. If the issue persists, please contact our customer service through chat.
Q. When adding subtitles or removing gaps,
I get an error: "A low-level exception occurred in: Waveform audio".
This happens when Premiere fails to render the audio file, which Cutback needs for subtitle or gap recognition. Try removing any effects on the audio track. If it still doesn't work, go to Cutback's home screen, then [Settings] > [Subtitles] > [Audio Extraction Format] and change it to AAC, then try again.
Q. When transcribing or removing silences, the audio stucks at 0%
Delete all effects applied on audio clips and try again.