Operator and contact
Motion Fab is provided by Tatiana Trukhanova, a German sole proprietor (Einzelunternehmen).
Dunckerstraße 77, 10437 Berlin, Deutschland
For support, privacy requests and questions about these terms, email us below.
Before contacting support
Describe what you asked the agent or what you were doing, what happened and what you expected. Include the time of the issue, your device and browser or app version, and the project name or order identifier if available.
- For account or payment help, include the account email and the Gumroad receipt or order identifier.
- A screenshot of the problem helps; leave out anything private.
- Never send sign-in codes, passwords, full card numbers or private source files unless specifically needed and agreed.
Sign-in and guest projects
Sign-in uses a four-digit code sent by email; it is valid for 15 minutes. Check that the email is correct, look in spam or junk, and use the newest code you requested.
Without signing in you work as a guest, and your projects belong to that device and browser. Signing in with email keeps them: a guest account joins the account for that email. Clearing app data or site cookies before signing in can remove your way back to guest projects.
Agent, preview and uploads
If the preview does not appear or the agent seems stuck, check your connection and reopen the project: a project pauses a short while after you leave it and resumes when you return. If the agent misunderstood, describe the change again, more specifically.
You can upload photos and videos to a project. Large files are sent in parts and resume after a connection drop. Keep your original files.
Export problems
Exports produce an MP4 file and use credits; a failed export is not charged. If an export fails, note the project name and any visible error and try again. If it keeps failing, contact us with those details.
Purchases, credits and cancellation
Purchases on the Motion Fab website and web app are handled by Gumroad. The checkout and receipt identify the price, currency, billing period, taxes and whether a payment renews.
If PRO or credits are missing after payment, check your Gumroad receipt and the account you are signed in to in Motion Fab. Include the receipt or order identifier when asking for help.
Cancel PRO through the subscription link in your Gumroad receipt or in the app. For refunds, contact us or use the seller contact details on your Gumroad receipt. Deleting your Motion Fab account or removing the app does not cancel a subscription or issue a refund.
Delete an account or request your data
In app versions with account deletion, open Profile and choose Delete account, or Delete my data for a guest account, then follow the confirmation in the app. For a guest account, use the original device and browser.
If the in-app option is not available, email us from the address of your account. For a guest account, say that it is a guest account and describe the device and projects. Support will verify ownership. Do not send sign-in codes.
Download wanted videos before deletion. Files on processing computers are removed by a separate cleanup that may take some time. Limited payment, usage and security records have separate retention rules described in the Privacy Policy.