ExportCue

Support

Finish the check without losing the truth.

ExportCue stores scan sessions on your iPhone and never needs your video for customer support. Start with the recovery steps below.

Before contacting support: do not send a private video, filename, file path or frame. The app can copy a diagnostic code that omits those details.

Run a complete review

  1. Choose the final export from Photos or Files.
  2. Review the preflight facts and set the expected audio and duration.
  3. Keep ExportCue in the foreground while it reads the file.
  4. Review every cue as an issue, intentional or for later.
  5. If you re-export, choose Scan replacement and compare the two timelines.

The file is not supported

Version 1.0 accepts one MOV, MP4 or M4V file from 1 second to 20 minutes and up to 4 GB, with one H.264 or HEVC video track and zero or one supported audio track. The ceiling is 4K30 or 1080p60. On iPhone XS, XS Max and XR, choose a video up to 5 minutes at 1080p30. ProRes, 4K60, spatial or multiview video and multiple enabled video or audio tracks are not supported.

Scanning is slow or paused for heat

Keep the app in the foreground, connect the iPhone to power if needed and let the device cool away from direct sun. ExportCue may slow or pause instead of risking an unstable scan. It resumes only from verified coverage and never fills a gap with estimated progress.

The scan stopped after switching apps or locking the phone

Choose the same source again when prompted. ExportCue reopens the reader before the last committed checkpoint, rereads an overlap and verifies timestamp continuity. If that check fails, the session stays incomplete.

Files access ended

Tap Choose source again and select the same file in Apple’s Files picker. If the provider is unavailable, download the file to On My iPhone or make it available offline, then select it again. ExportCue does not retain a permanent Files permission.

A cue looks intentional

That is expected. A signal is only a measured reason to look. Mark an intentional black frame, still shot or quiet passage as As intended. The app does not infer creative intent.

Delete scan data

Open Settings and choose Delete all scan data. This removes local session facts, cue timings, measurements, decisions and coverage records. ExportCue does not keep the selected media in session history. Deleted data cannot be restored by support.

Contact

Email pastedmemory@hotmail.com. Include the app version, iOS version, device model, the step that failed and the redacted diagnostic code if one is shown.