Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for their Movavi effects 7 day trial which is valid until July 23, 2025. Their website even said that and I have a screenshot. When I went to cancel the subscription today, July 23, 2025 there was no link to cancel it and it already showed I have a monthly subscription. I checked my card and I was charged $49.95. Bottomline, I was charged within the 7 day trial period. I would like to be refunded the charge. I tried calling the number provided on the email but it just hangs up. I found a number on BBB but the lady that answered said it was *** ******** residence??? I sent an email but I only received a ticket # so far.

  Business Response

  Date: 07/24/2025

  Hello ******,
   
  Thank you for letting us know about this situation. The automatic renewal for Movavi Effects subscription is now disabled.
  The refund query for the order was placed. Also, a Movavi support specialist sent an email to the specified email address about the successful initiation of the refund process. The funds should be credited to the client's account within a few business days.
  
  Best regards,
  Movavi team

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I selected only the free trial option, yet the system still required a credit card. While this is a common practicecharging users automatically at the end of the trial unless they cancelMovavi charged without providing the free trial. I canceled the next day. There was no way I could try their product without providing my credit card, and they charged without honoring a free trial. I canceled the next day, which clearly shows the trial did not work for me. I know that a reputable and customer-focused company would honor a refund request under these circumstances. I should have viewed their D- rating on BBB first. Clearly, they have a practice of deceptive practices.

  Business Response

  Date: 06/10/2025

  Hello! Thank you for letting us know about this situation. According to our database, the customer purchased the following products on June 2, 2025:
  Movavi Video Editor 1-month subscription,
  Movavi Effects 7 day free trial, then auto-renewal for a 1-month subscription.
  When entering her card details when purchasing our software, the customer was informed that she was purchasing a monthly subscription to the main program "Movavi Video Editor" and a 7-day trial subscription to the additional product "Movavi Effects". The customer was also informed of the refund conditions described in our refund policy (*********************************************************), which the customer must read when installing the purchased program. 
  Movavi Refund Policy states that refunds for purchased and activated software are only issued in the event of technical problems with the program or duplicate purchases. The customer contacted ********************** support for a refund of "Movavi Video Editor - 1-month subscription". However, the customer had already activated the program with the purchased license key and the customer did not find any technical problems with the program. Accordingly, the customer was denied a refund, since this situation does not fall under Movavi Refund Policy.

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to purchase the Movavi Unlimited software this morning and accidentally typed in the wrong email address for activation (lilyxmunster13@hmail instead of @gmail.) I have tried everything to get ahold of this company to change the email and it is physically impossible to reach them. I checked my credit card and they charged me more than I agreed to. I keep trying to call them but the phone lines just hang up after ringing. Theyre 24/7 chat says they have no one to help. At this point, I believe this company is a scam. I want a refund right away.

  Customer Answer

  Date: 06/06/2025

  This has been resolved. Thank you.

• Initial Complaint

  Date:05/27/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Very unhelpful. The program I paid for was nothing like I had hoped and I kindly asked for a refund and cancel my subscription. ********* in the chat was able to cancel the recurring charges but unable to process a refund. Be wary of this company as the entire process is confusing and misleading. I did activate using the activation key. The program was SO slow and caused my computer to crash multiple times. I gave up on trying to use this program. Im requesting a refund for the initial charge.

  Business Response

  Date: 06/03/2025

  Hello!
  Thank you for letting us know about this situation.
  A customer with email ****************** purchased the program on May 26, 2025 and activated it the same day with the purchased license key.
  According to our refund policy (*********************************************************), which the customer must read when installing the purchased program, once the program is activated with an individual license key, it can only be cancelled due to unsolvable technical issues or duplicate purchases. Refund is not possible if all the features stated in the program work correctly.
  When contacting our support team, the customer did not mention any technical issues with the program. This can be seen in the customer's correspondence with a ********************** support agent, which I have attached to my response as a PDF file.
  If the customer did have technical issues while using our software, she can contact our support team again and we will be happy to help solve any issues.

• Initial Complaint

  Date:05/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 products from Movavi that just didn't work. I opened several support tickets which were ignored.Only after filing a dispute with ****** they responded but it was too late. Even then, they refused to honor their money back guarantee

  Business Response

  Date: 06/03/2025

  Hello!
  Thank you for letting us know about this situation. Our customer **** ********* with the email address ********************* did contact our support team with a request for a refund for two purchased programs "Movavi Screen Recorder"" and "Movavi Video Editor".
  According to our refund policy (*********************************************************), which the customer must read when installing the purchased program, refunds for purchased and activated software are only made in case of technical problems with the program or repeated purchases.
  While investigating the cause of the client's problems, our support team agent asked the client for various information about the problem and also offered a remote connection to solve the problem. During the troubleshooting process, our team agent determined that the characteristics of the customer's device on which the ********************** is used are insufficient, so the stable operation of our programs on such a device cannot be guaranteed.
  Thus, the reason why the customer requested a refund in this case is not directly related to the failures of our programs, but is a consequence of insufficiently productive hardware. 
  Since the customer's problems are not due to faulty **********************, but due to insufficiently productive hardware, then, unfortunately, the client was denied a refund.

  Customer Answer

  Date: 06/04/2025

  Complaint: 23350082
  
  I have reviewed the business' response and am rejecting it because their products don't work. I use the latest Surface Pro by ********* with Windows 11.

  ********* users: please be aware about this scam. They don't honour their own "no questions asked" policy. This company is in fact in ******, and they fraud their clients by making it look like they are a US company, while bypassing the sanctions and embargo. I am now taking legal action against them.
  
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 06/07/2025

  Hello, ****!
  We are truly sorry that you have encountered problems using our software.  
  Our support team agent has already initiated a refund for your order #********* in the amount of ***** USD. It takes several business days to process the refund. Usually, the money is returned to the account from which the payment was made within 10 business days, however, since you have an open ****** dispute for this order, the refund may take much longer than usual. We recommend that you cancel the ****** dispute to speed up the refund for this order.
  
  Also note that Movavi Software is an international company that has been developing software for over 20 years and has offices and employees in many countries around the world.
  
  I also attach a screenshot confirming that we have made a refund in our payment system. The exact time when the money will be credited to the client's account now depends on whether the client cancels the ****** dispute on this order or not.
  
  Best regards,
  Movavi team

• Initial Complaint

  Date:05/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction Date May 5th 2025 Post Date May 6th 2025 CCard Transation ID: ************* Credit Card was improperly charged for a purchase that was believed to be a one time purchase, not an auto-renewal. I NEVER agreed to a subscription and the software has not been activated. On Tue, 13 May at 2:47 PM , Myconklin ********************* wrote:Can you please cancel this charge and refund to the same card. It should NOT have been an auto renewal.On Tue, May 13, 2025 at 11:43AM Movavi **************** ******************************************** wrote:The automatic renewal for your Movavi subscription is now disabled. There will be no additional charges from your account for it.However, a refund for the latest auto-renewal is not possible in accordance with our Refund Policy (*********************************************************) because you did not let us know about this unwanted renewal within 3 days.On Wed, 14 May at 10:34 AM , Myconklin ********************* wrote:Thanks for the update but I did not know the charge had been made until it showed up on my credit card statement that I just received the day I emailed for the reversal.This is was charged to a Government, tax exempt Purchase card. The was expected to be a one-time charge though Movavi apparently chooses to default to auto-renew and your emails are marked as spam.On Wed, May 14, 2025 at 12:00PM Movavi **************** ******************************************** wrote:I understand the nature of your complaint and dissatisfaction, and I am sorry you are experiencing such inconvenience, but I still have to remind you that our Refund Policy has some specific statements pointing out the particular circumstances when an order can be refunded. We have to follow it and our internal policies. And auto-renewal can be turned off both at the moment of order placement and after at movavi.id.Your refund request is rejected and the decision is final.

  Business Response

  Date: 05/15/2025

  Hello ****! Thank you for letting us know about your situation. We would like to inform you that we have reviewed your refund request and, although it is against our refund policy, we have decided to provide a refund for the unwanted auto-extension as an exception.
  At this time, the refund for your order has already been initiated. The refund amount ($58.25) will be available in your bank account once your refund is processed, depending on the issuing bank.

• Initial Complaint

  Date:02/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought their suite of three software apps. It was a little confusing to install. No instructions on how to activate it. That might've been partially because I had installed a trial app prior to this of just one of the three apps. I somehow managed to get it activated. My primary goal was to use one of the apps to convert.MKV files to.MP4 files for 4K video content. All I got were error messages and I could not view any of my video in the new format.
  
  Additionally I was overcharged for the product. And I was also charged for download insurance which I did not know about until after I receive the bill by email. I contacted them and to discuss this and was told they would give me a credit for the download insurance, and I still don't even know what that is, and the difference in price between what they charge me and the offer on their website which was significantly lower. They also offer to give me a full refund.
  
  I never was given the credit I asked for. I wrote them again and asked for a full refund because I didn't have time to waste on this product if it wasn't gonna work.
  
  I'd like a full refund for the product. I deleted all three apps.

  Business Response

  Date: 02/24/2025

  Hello! Thank you for reporting this situation. According to our information, our customer ****** Senior was eventually given a partial refund for the order. In addition, our support agent asked the customer for additional information about the technical issue the customer experienced while using ****** software. Unfortunately, however, no further responses were received from the customer. We will be happy to continue searching for a solution to the customer's issue (if it is still relevant) if the customer contacts us again.

  Customer Answer

  Date: 02/24/2025

  Better Business Bureau:
  
  
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
  
   
  
  Sincerely,
  
  
  
  ****** Senior

• Initial Complaint

  Date:01/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a video editing software from this company and tried using it only for for only a couple of hours.This software is extremely slow and caused my computer to crash with blue screen.I contacted them several times with email but they refuse to refund me.Receipt from Movavi Software Inc $23.90 Paid January 14, 2025 Receipt number ********* Invoice number C45FDD77-0001 Payment method ****** 6091

  Business Response

  Date: 02/25/2025

  Hello!
  
  Thank you for letting us know about this situation.
  For our part, we would like to point out that we have been tirelessly trying to help the customer resolve the issue he was having with our software since the customer contacted us on January 14, 2025, and ultimately, since the issue could not be resolved, we provided the customer with a refund for his transaction of January 14, 2025 in the amount of $23.90. A PDF containing all correspondence with the customer, as well as a screenshot confirming the refund for the transaction of January 14, 2025 in the amount of $23.90 are in the attached files.
  
  Best regards,
  Movavi team

  Customer Answer

  Date: 02/27/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:11/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased their software and realized shortly (within 15 minutes) that I had purchased the wrong software. They refuse a refund even though their website says money back guarantee. They say the make their refund policy clear but it's really not considering the banner says money back guarantee. If this isn't resolved my next step will be contacting my credit card company.

  Customer Answer

  Date: 11/16/2024

  Since you say this is a duplicate, can I get the information for the original? It is nowhere to be found at all under my account or anywhere.

  Business Response

  Date: 02/25/2025

  Hello, BBB team! 
  
  Thank you for reporting us this situation. Our customer ******** *********, with the email address ********************* did contact our support team on October 4, 2024, asking for a refund for two purchased programs "Movavi Screen Recorder" and "Movavi Video Editor". 
  According to our refund policy (*********************************************************), which the customer must read when installing the purchased program, refunds for purchased and activated software are provided only in case of technical problems with the program or duplicate purchases. We explained to the customer that since he had activated one of the purchased programs, namely "Movavi Screen Recorder", a refund for this program could not be provided. However, we offered a refund for the second program "Movavi Video Editor", which was not activated by the customer, but we did not receive the customer's consent.
  When purchasing a program on our official website, there is indeed a "Money back guarantee" button, which, when clicked, indicates under what conditions a refund is provided. Any potential buyer can read these conditions and continue purchasing the program, or refuse the purchase if the refund conditions do not suit him.
  We will be happy to provide the customer with a refund for the unactivated software if he contacts us and expresses such a desire.
  Anyone can contact the Movavi support team using this form: 
  *******************************************************************
  
  Best regards,
  Movavi team

• Initial Complaint

  Date:11/09/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Movavi Video Converter on 11.01.2024. I needed to convert .vob to .mp4. I've used Movavi products in the past, so I immediately purchased, downloaded, and activated their product, and then attempted to use. After over an hour of trying to get it to work, I gave up and used another product. The project I was using needed to be finished by the end of the day. By 11.02.2024, after I finished my project after midnight, I sent off an email:"On Sat, 2 Nov at 12:17 AM , **** ***** ********************** wrote:I tried it and it simply does not work for converting .vob to .mp4 as advertised. Please refund full amount from receipt #****-4322 and cancel any auto-renew. Thanks."I received no response until 11.08.2024, trying to give me suggestions on how to resolve my issue. Ticket#: ******* "Hello, ****!Thank you for taking the time to contact us and for using Movavi software!The issue is most probably connected with the *** and BUP files. Movavi Video Converter does not support these ********** solve it add only the **** file to the program (without adding the full DVD):- Open your DVD folder;- Copy only .vob files from VIDEO_TS folder into another folder on your hard drive;- Try adding these copied .vob files to Movavi Video Converter with "Add Video" button;- Retry your conversion.If the issue persists, we need this information:- What is the location of files you're trying to convert: the hard drive of your computer or any external source (dvd disk, cloud, OneDrive, usb stick, external hard drive, ...)?- Does the issue occur if you convert any other file (of a different format)?- What is the input file size?- Does the issue also occur if you change the output format?Thank ******** regards,Movavi Support Team"I responded, asking for a refund as the product did not work as advertised and I was unhappy, to which I was denied, citing T&C. Due to it not working as advertised, I want a refund of the full purchase amount.