SUPPORT
What people ask us most, before and after buying. If your case isn't here, write to us and we'll answer.
No. Ingest Pro is Windows 10 and 11 only, 64-bit. There is no macOS version, and the installer will not run on a Mac — not through Rosetta, and not through Parallels in any supported way.
A macOS version is in the works, but there is no date yet. If you want to hear about it when it ships, email support@ingest-pro.com.
They are separate products, with separate licences and subscriptions. Owning one does not give you the others.
If you edit in Premiere or DaVinci Resolve Studio, the plugin is more convenient because you never leave the program. If you use the free edition of DaVinci, which does not load plugins, you need the desktop app.
No: it only works in DaVinci Resolve Studio (20 or later), the paid version.
It is not our choice: Blackmagic only allows plugins in DaVinci Resolve Studio, and the free version does not load them.
If you use the free version, the Windows app builds the same shoot day as an XML that DaVinci opens.
Yes, with Clock Fix Pro, and that part is free.
It happens to the camera whose clock battery died, or the one you travelled with and never changed the time zone on: its files end up dated at a different moment, and once they are mixed in with the other cameras they land in the wrong place. Ingest Pro orders and syncs from the recording date, so if one camera has it wrong, the result is wrong.
Clock Fix Pro fixes the date and time before you ingest, and that costs nothing and has no clip limit. You will find it at ingest-pro.com/clock-fix-pro.
It is a separate Windows program that edits the metadata of videos and photos: recording date and time, time zone, camera make and model, reel, scene and notes, title, description and keywords. It also renames files in batches from a pattern.
Putting clips back on the right time is free, with no limit on how many and no account to create. The other fields are the Pro plan: €3.99 a month or €33 a year.
It is its own product. It is not covered by an Ingest Pro licence, and Ingest Pro is not covered by a Clock Fix Pro one.
Yes. The desktop app and the Premiere and DaVinci plugins include a full 14-day trial, no card required. In the plugins, the 14 days start counting with the first timeline you build, not when you install them.
After the trial, the plugins stay free forever with up to 2 cameras per timeline, every feature included. Pro, with no limit, is charged when you subscribe and you can cancel free any time from My account.
We recommend running the trial on your own footage before buying: it is how you confirm it recognises your cameras and fits your workflow.
Ingest Pro does not rely on a closed list of cameras: what it needs from each file is its recording date and time, which virtually every camera writes into its metadata.
Video: MP4, MOV, MXF, AVCHD and MTS, AVI, MKV, RED R3D, Blackmagic BRAW, and MOD, VOB or VRO from DVD cameras and VHS captures.
Stills: JPEG, HEIC, PNG, DNG and RAW files from Canon, Nikon, Sony, Fujifilm, Panasonic and Olympus. They are placed on the timeline with a fixed duration.
Cameras: it recognises brands such as Sony, Canon, Panasonic, Blackmagic, GoPro, DJI, Nikon, Fujifilm and phones by name. If one particular camera is not identified by name, the workflow still works: it is grouped separately as “Camera 1”, “Camera 2”, and its footage is placed and synced like everything else.
If a file has no recording date or is damaged, it is skipped and reported in the log, without stopping the rest of the process.
It depends on the desktop plan: Personal allows 1 device and Studio allows 4. Both plans include exactly the same features; the only difference is the number of devices.
You can release a device's slot from inside the program to activate it somewhere else.
That is expected, and it is fixable. To the licensing system a reinstalled Windows is a new machine, so it takes another slot even on the same physical computer.
Email support@ingest-pro.com with the address you bought with and we will free the slot by hand. It is not something you did wrong, and not something you can fix on your own.
You can cancel whenever you like: the subscription keeps working until the end of the period you already paid for, and does not renew.
There are no refunds once the key is delivered: before paying you tick a box asking for the key immediately and waiving withdrawal, because the product can be tried free and in full first. Money is refunded in specific cases, such as a duplicate charge or a licence fault we cannot fix.
It is all spelled out in the refund policy.
No. All analysis happens on your machine. Ingest Pro reads your files and writes a separate XML; it does not copy them, move them, re-encode them or send them to any server.
The only connection it needs is the one that checks your licence is still active.
No. Your clips stay exactly where they are and as they are. Ingest Pro only reads them to extract metadata and analyse audio, and writes a new file with the timeline.
By far the most common cause is that the camera clocks were not set to each other before the shoot. If one camera runs twenty minutes fast, its clips land twenty minutes further along.
Turning on audio sync corrects much of that drift, because the engine looks for sounds the cameras share instead of trusting the clock alone. Even so, setting the date and time on every camera before a shoot is the best habit you can pick up.
If it still doesn't come out right, write to us with the cameras you used and we'll help.
No. The workflow is three steps: pick the folder with your clips, pick where to save the result, and press generate. Then you import the file into Premiere or DaVinci like any other project.
Write to us and we'll get back to you. The more detail you give us (which cameras, which editor, which error message), the faster we can help.