Get Clear Answers, Fast.
Whether you're troubleshooting a download, exploring features, or need to connect with our team, you're in the right place. This is your direct line to clarity and solutions.
Jump to FAQOur Support Philosophy: Clarity & Transparency
We build tools for creators, professionals, and enthusiasts who value precision. Our support reflects that ethos. We don't hide behind layers of generic help articles. Instead, we provide direct answers, document known limitations, and maintain a transparent roadmap. If you hit a roadblock, it's either a documented constraint, a fix in progress, or a feature we haven't built yet. We'll tell you which one.
Our team operates with a simple rule: every support interaction should leave the user more informed than when they started, regardless of the outcome. That means clear explanations, no jargon, and honest expectations.
Before You Contact Us
Check the FAQ below. Most download issues (age restrictions, format errors, 403 errors) are covered there with immediate solutions.
Common Download Dilemmas & Fixes
Most issues stem from four specific scenarios. Here’s how to diagnose and resolve them.
URL Not Detected
Paste the exact URL from your browser's address bar. Avoid shortened links (bit.ly) or in-app share menus that use internal IDs.
Age Restriction / Login
Content flagged as "age-restricted" by the platform cannot be downloaded via our public tool. This is a platform security feature we cannot override.
Incomplete 4K Options
The source video may not have a true 4K encode. Our tool fetches the highest available quality; if 2160p isn't listed, it doesn't exist for that specific upload.
Format / Audio Sync
Rare issue with specific WebM or live streams. Our processing is near-real-time, but live stream buffering can cause desync.
Frequently Asked Questions
Click to expand and find the answer you need.
Yes. Our tool operates entirely in your browser. We do not log IP addresses, download history, or any personally identifiable information. The request is sent directly from your device to the video source, and the result is processed locally before being offered for download.
Important Note: The video platform (e.g., YouTube, Vimeo) will see a request from your IP address, just as it would if you were watching a video normally. We cannot hide your activity from the source platform.
No. This is a fundamental limitation, not a bug. To download a video, the URL must be publicly accessible. If you have to log in to a specific account to view it, our tool (and any other public downloader) cannot access it. This is a core security principle of the platforms we support.
Premium plans access a dedicated server queue. Free users share a pooled server with throttling during peak times to ensure stability for everyone. Premium users get dedicated bandwidth, prioritizing their requests and enabling a more consistent high-speed experience for 4K files.
Use the contact form below. For source requests, please provide a public, non-login URL to an example video. For feature requests, describe the workflow you're trying to achieve. Our engineering team reviews all requests monthly and prioritizes based on technical feasibility and user demand.
Free users have a soft limit of 10 downloads per hour to prevent abuse and ensure server stability. Premium users have unlimited downloads. All users must respect copyright laws and the terms of service of the video platform. We are a tool, not a license holder.
Your Direct Line to Our Engineers
For issues that can't be solved in the FAQ, our engineering team monitors this inbox directly. We read every message. Please be specific—include the video URL, the error message, your browser, and your operating system. The more details you provide, the faster we can help.
Thank you. Your message has been sent. We'll get back to you within one business day.
Where to Start: A Curated Guide
If you're unsure where to look, follow this path.
New to Ultra4K?
Start with the basics. Understand how our tool works and what's possible.
Visit How It Works →Need More Power?
Explore our full feature set, including batch downloads and format flexibility.
Discover Features →Ready to Upgrade?
Compare our Free and Premium plans to find the right fit for your workflow.
See Pricing →