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Business Profile

Computer Software

Pictory

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/19/2026

    Type:Billing Issues
    Status:
    Resolved
    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 am filing this complaint regarding an unauthorized auto-renewal charge of nearly $500 by Pictory. I had not used the service for many months prior to this charge and received no notices or warnings of the upcoming renewal, nor any clear communication that my subscription would renew at more than double the prior price. A renewal at this amount represents a material change to the original agreement and should have required my affirmative consent, which was never given. Charging a consumer for an unused serviceespecially at a significantly increased ratewithout clear, and timely notice constitutes an unfair and potentially deceptive billing practice. I did not knowingly authorize this transaction and would not have agreed to renew at this price. I am therefore requesting a full refund of the renewal charge and BBB assistance in resolving this matter fairly and promptly.

    Business Response

    Date: 01/20/2026

    We did send Ms. REMOVEDa renewal notification on December 6, 2025, a full 30 days in advance of renewing her subscription. This timing is in accordance with our standard practice. A copy of the notice sent is attached in the file titled "Renewal". Ms. REMOVEDmay have missed the email.

    We issued a full refund to Ms. REMOVEDon January 19, 2026 and cancelled her subscription. A copy of the refund and cancellation notice is attached in the file titled "Refund".

    We are sorry to see Ms. REMOVEDleave, but it seems she no longer needs our product and we wish her all the best.

    Customer Answer

    Date: 01/22/2026

    To Whom It May Concern:

    I wanted to provide an update for my case. I heard back from REMOVEDwith Pirctory. I was issued a full refund. My case was resolved and can be closed.

    Thank you for your help,

    REMOVED

  • Initial Complaint

    Date:11/28/2025

    Type:Billing Issues
    Status:
    Resolved
    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 subscribed to the Pictory Starter Plan for $168 a year. Thesite showed an upgrade option for $0, but when I clicked it,my card was charged $180 without any notice or invoice.After contacting Pictory, they told my credit card companythat I authorized the charge. Despite the evidence Isubmitted, Discover sided with them, and Im unable torecover the $180.

    Customer Answer

    Date: 12/09/2025

    Dear BBB,

    I received a satisfactory response from Pictory.
    Thank you for your assistance.

  • Initial Complaint

    Date:11/21/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    The company Pictory AI renewed a yearly subscription for me which I did not authorize or want. I tried to cancell the charge the day it showed up on my credit card but they refused to stop the charge even though I did not authorize it. This company are all crooks. They refuse to answer their phone or e mail.

    Business Response

    Date: 11/23/2025

    Please see our response to the complaint in the attached PDF file.

  • Initial Complaint

    Date:07/11/2025

    Type:Product Issues
    Status:
    Answered
    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.
    On May 15, 2025, I was charged $327.60 for the annual plan of Pictory. I did not realize the subscription was going to renew, and I have not used the service since the charge. I contacted Pictory's support team and followed all refund request instructions. However, they denied the refund, stating that annual plans are not refundable due to a discounted rate. I believe this policy is unfair, especially since I did not use the service. I have communicated multiple times, explaining my situation, and asked for a reasonable resolution, but no refund has been issued. I respectfully request that Pictory issue a full refund. I am a senior citizen on a fixed income, and this charge was a financial burden.

    Business Response

    Date: 07/30/2025

    Hi REMOVED,

    Thanks very much for bringing this to my attention. 

    We have actually issued a full refund to the customer, and they have acknowledged receipt. Here is a screenshot of the customer's acknowledgement:

    Here's a little more background on the resolution process as well:

    When the conversation started on July 8th, our customer success team was constantly in touch, responding to the customer queries and providing explanations on a regular basis.

    On July 11th, we told the user that we have accepted their dispute: 

    On July 14, we followed up with the customer to confirm that they received the refund and asked if they can provide a review:
     
    On July 26, we received the refund confirmation from the customer:
     
    Based on the above feedback, I hope you are able to remove the "NO RESPONSE" tag on our file and indicate resolved to the customer's satisfaction. Please reach out if any further information is needed.

    Kind regards,
    Mark

    REMOVED
    CFO

    REMOVED| REMOVED


Pictory is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles. As a matter of policy, BBB does not endorse any product, service, or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

When considering complaint information, please consider the company's size and volume of transactions. Note that the nature of complaints and a company’s responses to them are often more important than the number of complaints. BBB Business Profiles generally cover a three-year reporting period.