Most problems have a one-step fix. Work down this list — if you are still stuck, contact support at the bottom.

Nothing shows up on a page

Click Rescan in the popup — some pages load media after you scroll.
Scroll the page down so lazy-loaded images and videos actually load, then rescan.
Make sure you are on the tab with the content. MediaGrabber Pro scans the active tab.
A few sites load media inside protected players that block all download tools; those cannot be captured.

You may have signed out or reinstalled. Paste your key from the portal (Licenses) and activate again — see Activate your license.
If activation fails with a network error, check your internet connection and retry.

My premium features aren't unlocked

Confirm you upgraded on the same account your license belongs to.
Reopen the popup — the extension revalidates your plan when it opens.
Give it a moment after purchase; the plan can take a short time to propagate.

A video only downloads in 720p

That is the free quality ceiling. Higher resolutions (1080p/4K/8K/60fps/HDR) are a premium capability, and are only available if the source actually offers them. See Plans & premium.

"Download all" stops at 5 files

The free plan caps batch downloads at 5. Premium removes the cap. This is expected behavior, not a bug.

Split video/audio, merging, or acceleration isn't working

These premium features use the optional companion helper. If it isn't installed, MediaGrabber Pro will prompt you with a one-click installer. After installing, restart your browser and try again.

Downloads go to the wrong folder

Check your routing rules and default folder in Settings — a rule may be sending files somewhere you forgot about. Turn on Ask where to save if you want to choose per download.

The extension seems slow or stuck

Close and reopen the popup.
Reload the web page, then rescan.
Disable and re-enable the extension from your browser's Extensions page.
Make sure your browser and the extension are up to date.

Still need help?

Email your support team with your account email, your browser and version, the page URL you were on, and a short description of what happened. That information gets you a fast answer.

Troubleshooting