This was previously answered by Chris Lee who said our apologies — Vento experienced technical difficulties with their chat provider and are upgrading software (including updating Next.js and making changes to the chat provider), which required extra regression testing and took longer than expected. Chat support should be available by the end of this week; in the meantime you can reach out to hello@vento.so for support. You can find that answer here: https://appsumo.com/products/vento/questions/i-want-to-download-my-videos-with-subtit-1128716/