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Quick fixes!

If you are experiencing technical issues with Filmstro, or have a licensing question, please have a quick look through the FAQ’s to the right to see if there’s a quick fix for you.

If not, please use the support form below to contact us. We’ll get back to you within 24 hours during business days (GMT – England UK).

Frequently Asked Questions

Why can't I login to the site / App?

You originally signed up with Google sign in (and we no longer support this). So, to fix this, please visit our website and sign UP using the email you used originally during the google sign in. Pretend like you’re a new user and ignore any error messages. Then just try logging in again once you’ve done this. It’s a good idea to clear your browser cache and cookies.

Why does my license say expired when I've just paid?

We are currently in the process of migrating our payment gateway. Some of you are now on a legacy system and this is causing issues with our third party authentication system not picking up the correct data about your license.

For now, please contact us via support@filmstro.com and we will manually fix this until we have finished the migration. Thanks for your patience!

Can I downgrade to a previous version of Filmstro? I just updated and it's buggy.

Can I use Filmstro Soundtracks on my Youtube channel and the monetised videos?

Yes. We don’t want to divert your monetisation income like other music rights holders. When we say royalty free we actually mean it! Just dive in, create your soundtrack and upload. And it’s covered for ever with that video. Even if you cancel your subscription!

What is Filmstro's refund policy?

As a rule we don’t offer refunds as per our terms and conditions. So, please try our software before you buy – it’s FREE to download – and browse the library to ensure you’re happy with what we’re offering. If you take out a subscription you can always cancel anytime and your subscription will remain active until the end of the billing period. It’s totally ok to get a Monthly sub and cancel in your first month!

Is there more music?

Yes. We release new tracks every week. By taking out a subscription you will receive every single new track as an automatic update to the Collections section inside the App.

Filmstro is not working/appearing in Premiere Pro

The Filmstro Panel is currently compatible exclusively with Premiere Pro CC 2019 & 2020.

We are currently supporting up to Premiere Pro CC 2020 version 14.0.3 (Windows) and 14.0.1 (Mac).

To ensure compatibility, use Adobe Creative Cloud to access older versions of Premiere Pro.

Also, be sure to roll back to a previous version of Filmstro Pro and re-install our Panel if you’re experiencing problems since updating Filmstro.

Would you like to hear back from a human being? Get in touch with us today...



Filmstro Ltd.
Sussex Innovation Centre
Science Park Square
Falmer, Brighton
BN1 9SB

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