Pixel Film Studios Frequently Asked Questions

How do I contact Pixel Support?

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You can contact Pixel Customer Support via Email, LiveChat, and our Phone Number. Our support hours are Monday – Friday 8am to 3pm Pacific Standard Time. Regrettably we are unable to perform outbound calls from our location. Should you decide to call us and leave a message: please give us your name and email address as well as a brief description of the issue you are experiencing and we will contact you via email at our next availability.

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I need to contact Pixel Film Studios regarding an issue, what information do I need?

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• Name of the plugin.
• Order ID or Order Number, found in the confirmation email sent after purchase.
• screenshot of the issue and your “About This Mac”.

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What versions of FCPX and Mac OS do I need for Pixel Film Studios products?

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We can only guarantee that our products will work in the latest versions of Mac OS and Final Cut Pro.

The latest version of Mac OS will be 10.13 and 10.4 will be the most recent update for Final Cut Pro X.

If you find that a plugin is not working on your Mac please contact support for more information at pixelfilmstudios@gmail.com.

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Do your products have Tutorials?

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Yes, they are located on each product page, and will display when you click the tutorials tab. If one is not available, it will be soon. We release tutorials within 2 weeks of a plugin release.

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How do I unsubscribe from your mailing list?

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You will find an unsubscribe button at the bottom of our emails.

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I installed a plugin and see a red screen similar to this.

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Why is this Happening:

This means that Final Cut Pro is currently out of date.

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What is the Solution:

Update Final Cut Pro. You can update by going to the app store.

Click Here to Watch Troubleshooting Video

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Why are my masking points not matching?

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Why is this Happening:

The Pixel Film Studios Masking tool which is in products ProFreeze is designed to work in a FCPX project set at a 1920×1080 resolution. If your project or video is not at a 1920 x 1080 resolution, the masking points will not match where you are clicking. Our developers are trying to figure out how to make it work at other resolutions.

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What is the Solution:

To change your project to a 1920 x 1080 resolutions follow these instructions

1. With Final Cut open, choose window(Top left of screen).
2. Select project properties.
3. To the top right, you’ll see your project resolution. Select modify.
4. On the “Video” option, select 1080p HD

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I installed a LUT(or Colorist) and see a screen similar to this.

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Why is this Happening:

This may happen if you make an updated to Mac OS or Final Cut Pro. You will need to reinstall this plugin. 

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What is the Solution:

Before reinstalling you need to uninstall. Uninstallation instructions are below. When reinstallation is done, you will need to reapply the effect to each clip. If you need a new download, contact out email at pixelfilmstudios@gmail.com with the plugin name, purchase date, and order ID. The order ID starts with PIX. You can find the order ID in your purchase history or confirmation email for your purchase.

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1. Go to this directory: Macintosh HD>Library>Plug-Ins>FxPlug.
2. Any file that starts with     FCPXLUTNAME     (Example: FCPXLUTFILM.fxplug)
3. Delete the files and empty the trash.
4. Then, go to this directory Movies > Motion Templates > Effects
5. Empty the trash can.
6. Clear the effect from your timeline and shut down FCPX

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I installed my Pixel Film Studios plugin, where can I find it so I can begin using it?

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• After your plugin has been downloaded, open up Final Cut Pro X. Remember our plugins will start with “Pixel Film Studios – ”.

• Go to the top left corner of the window, there you will see three icons. Select the third icon. This will contain all of the Titles and Generators.

• To locate the Effect and Transition plugins go down to the bottom right hand corner of the screen. There will be two symbols on the right hand side. The Effects icon will be represented by two squares, while the Transitions icon will be an hour glass.

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How do I take a screenshot or screen recording?

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Screenshot:

1. to take a full resolution screenshot use the hotkey [Shift + Command + 3]
2. To take a partial resolution screenshot use the hotkey [Shift + Command + 4] and drag the mouse to take a partial resolution screenshot.

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Screen recording:

1. Open up QuickTime Player. In the top-left of your screen, find File > New Screen Recording.
2. A screen recording window will appear. Click on the red button to begin recording.
3. To stop recording, right click the Quicktime Icon and select “Stop Screen Recording”.

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I installed my product, however it makes my Final Cut Pro X software run very slow. What should I do?

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Try to clear your FCPX render files, and disable the background render in your FCPX preferences. Those two settings along will drastically speed up the workflow within FCPX.

Click Here for an Efficiency Settings Video Tutorial

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I am seeing a red and white checker board screen when I try to use my plugin. What should I do?

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Contact Pixel Film Studios via email or live chat and let us know which plugin is experiencing this issue, and then we can send you an update.

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What are the restrictions on how to use Pixel Film Studios products commercially?

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Pixel Film Studios plugins can be used in any type of film or media, as long as the product itself is not resold.

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How often do you release products?

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Pixel Film Studios releases products frequently. In order to keep up with our latest releases, subscribe to our email list in your account settings.

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Is there a Discount for buying multiple Pixel Film Studios products at the same time?

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There is a bundle tool located in our shopping cart, once 5 or more items are added to your cart, you will receive $35 off.

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Does Pixel Film Studios honor discount codes in combination with the Bundle Tool discount?

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Discount cannot be used together. Only one discount can be applied to any transaction.

I purchased a product during a Pixel Film Studios sale, but I did not get the applied discount. What do I do?

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Please contact our email at pixelfilmstudios@gmail.com, with your order ID and plugin name. we’ll be glad to help you.

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Can I contact Pixel Film Studios regarding a product issue on social media?

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Pixel Film Studios does not handle technical issues via social media.

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How many times am I allowed to install a product?

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With each purchase a plugin from Pixel Film Studios you receive 3 licenses that can be downloaded up to 5 times. You can install products on up to three separate machines.

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What happens if I need to download a product again? How do I do that?

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With a recent update to our website you can now redownload past purchases from your Purchase History. If you find that a plugin is missing from your purchase history please contact us via email at pixelfilmstudios@gmail.com, with the plugin name and order number.

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What are your customer service hours?

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Our service hours are Monday through Friday 8am-3pm PST. We check emails once we return to business hours.

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Why do I have to provide my physical address when making a purchase?

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The billing address is needed during the purchase process simply for billing purposes.

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I installed an Apple update, now my plugin does not work. What should I do?

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This could be happening because an effect was removed or changed after an update was done. Simply uninstall the plugin and try reinstalling it. If this does not work, contact us via email or live chat with the plugin name and order ID.

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When I apply my media to a Drop Zone in one of your plugins, my media does not play, but it freezes on one frame. How do I fix this?

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Right click on your video clip and choose “New Compound Clip”, then apply the compound to the drop zone.

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When I apply a Pixel Film Studios transition between my media, FCPX does not allow me to stretch it longer. How do I fix this?

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This means the transition does not have enough media to feed from. You have to cut off a portion of the end of the beginning and second clip in order to be able to stretch the transition out in duration.

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What’s your payment policy?

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We accept these forms of payment:

• Visa, Mastercard, American Express, and Discover
• Paypal

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What’s your refund policy?

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With all products, we have a 7 day return policy. If 3 or more items are returned per account, the system will auto-ban the user from the site. Its a system in place to help prevent fraud.

If you’d like to proceed contact our email at Pixelfilmstudios@gmail.com with the plugin name, order date, reason for refund, and order ID.

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I am using a plugin that includes editable text, however I am not able to change it. How do I fix this?

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Edit mode safeguards accidental changes to text when editing. Make sure it is checked before making text changes. Make sure the checkbox is unchecked before rendering and exporting.

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I am using a Pixel Film Studios title plugin, can I make the title longer?

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Yes, they can be stretched to any duration. Animations cannot be sped up or slowed when the title layer is stretched out. The only way to change this would be to compound the title layer and retime it using the retime function.

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I purchased a Pixel Film Studios text plugin, but when I load it into FCPX, the font reverts back to a standard font. How do I fix this?

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Unfortunately we cannot include the font files with the plugins we sell, for legal reasons. The ones we use are www.dafont.com and www.1001freefonts.com. If you would like the exact font list contact us via email and we can gather that information from the developer and get back to you.

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Are your products mailed to me?

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Pixel Film Studios products are electronic delivery, and are delivered via email within minutes after purchase.

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How do I find out what Stock music is used in the product promotional videos?

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A variety of our Stock Music is purchased from www.audiojungle.net, and its all royalty free.

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Where should I store my composite files once they are downloaded?

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If you plan on using composite footage often, you can import the files into a Final Cut event for quick access. Or you can simply store them on an external drive and drag one into the timeline whenever you need to use it.

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Are Pixel Film Studios plugins designed for 4K or higher resolution media?

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Most Pixel Film Studios are designed for 1920X1080 resolution media. If a product is designed for 4k or higher resolution media, it will be included in the title of the product.

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I have a plugin idea or suggestion, how do I forward this idea to the Creative team?

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If you have a plugin idea or suggestion, please email us at pixelfilmstudios@gmail.com with a description and an example of your idea. We will share it amongst our development team.

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How many Pixel Film Studios products can be purchased on a single sale?

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There is no limit, to how many product can be purchased on a sale 🙂