This article covers the most common account management questions our users ask. Because account access is the foundation for creating and managing your videos, we provide clear steps so you can resolve issues quickly and protect your projects, billing, and data.
Topics include:
How to Change the Email on Your Pictory Account:
Change your email from the Account Settings page:
If you can log in to the correct account:
Go to Account Settings.
If access is not possible, contact support through the Chat available at the bottom-right of the pictory.ai website
Your projects, brand kits, and subscription remain fully intact.
If your account is tied to the wrong email:
If you cannot log in:
Try signing in using the browser login you originally used (ex. Google).
If access is not possible, contact support through the Chat available at the bottom-right of the pictory.ai website with:
The incorrect email currently on the account
The correct email you want to use
We will help you update the email
Managing Multiple or Duplicate Accounts:
If you accidentally created two Pictory accounts:
Duplicate accounts commonly occur when:
One account was created with your Google email and another with a different email address
You used different email logins on different devices
You signed up twice with different emails
Pictory cannot automatically merge accounts, but we can move your active subscription to the account you prefer after verifying ownership of both.
To request a merge or transfer, contact support through the In-App Chat available at the bottom-right after you log into Pictory at https://app.pictory.ai with the email that you want to keep:
Provide both account emails.
Tell us which account should remain active.
Identify any projects and assets that need to be moved. We will move them manually.
If your projects seem missing:
This typically means you logged into the secondary account. Try:
Logging in with your original email
Any alternate emails you may have used
If unable to locate the project, contact support through the Chat available at the bottom-right of the pictory.ai website
Cancelling a Subscription:
How to cancel from your Billing page:
To stop future renewals:
Log in to your Pictory account.
Select My Account and then Billing
Choose Cancel Subscription.
Follow the confirmation steps until you see the cancellation message.
Once cancelled:
Your plan remains active until the end of the billing cycle
You will not be charged again
Your projects remain saved and accessible
You can reactivate any time
If you do not see your subscription in Billing:
This usually means:
You are logged into a duplicate account
You originally subscribed using Google login under a different email
The subscription was purchased on another device or provider
Contact support through the Chat available at the bottom-right of the pictory.ai website.
Cancelling a trial:
Free trials are non renewing by default and do not charge automatically.
No cancellation step is required.
If you want the trial account fully removed, you can delete the account.
Delete or Close Your Pictory Account:
How to self-delete your account:
You can request full account deletion by contacting Support through the In-App Chat available at the bottom-right after you log into Pictory.
Deleting an account:
Permanently removes all projects, uploads, and brand kits
Cancels any active subscriptions
Cannot be undone
Closing a trial account:
Trials expire automatically.
If you want the account entirely removed, contact Support through the In-App Chat available at the bottom-right after you log into Pictory.
Removing an old or duplicate account:
Contact Support through the In-App Chat available at the bottom-right after you log into Pictory and provide the email of the account to delete.
Understanding Your Account Status, Trials, and Reactivation:
What does “non-renewing trial” mean?
Your trial will end automatically with no charge.
Upgrade any time to access full features.
Confirming your account is active after payment:
Once you upgrade:
Your plan status changes to Active. To view, log into Pictory. Select your Initial or Picture at the top-right and select My subscription.
Your features unlock immediately
Check your Billing page and/or and plans page (https://app.pictory.ai/plans) for real-time status.
How to reactivate an expired or cancelled plan:
Log into Pictory
Go to My subscription under your initial or the user profile drop down(picture at the top-right of the screen).
Select the Plan that you want to upgrade to.
Complete purchase
Your existing projects will reappear unless your account was deleted.
Verification Emails & Codes:
If you did not receive a verification email:
Check your spam or promotions folders
Add [email protected] to your email safe sender list
Go to https://app.pictory.ai/login, enter email address and select “Forgot password”. Check your email for instructions. If you don’t receive the email, go to pictory.ai and ask to talk to Support in the Chat at the bottom-right of the webpage.
If using your work email, ask your IT admin to “whitelist @pictory.ai”
Password Reset and Credential Issues:
Forgot your password:
Select Forgot Password.
Enter your email.
Use the link sent to reset your password.
Login and Sign In Problems:
“I registered but cannot log in”
Common causes:
Using a different login method than originally used
Email variation (spelling, formatting)
Email not verified
Cached browser session issues
Try:
Launch your browser in “incognito mode” or “private mode”
Use your email and password to log into Pictory. A screen that asks to provide a code will appear.
Check your email and verify your account by adding the code sent to your email id.
Mobile and web login mismatch:
Ensure you sign in using the same provider on all devices.
Need More Help?
If you have your login email and password, log into Pictory at https://app.pictory.ai/login, use the In-App Chat at the bottom-right.
If you can’t log into Pictory, contact Support through the Chat available at the bottom-right of the pictory.ai website