Common questions
Addon not found error
If you're getting an Addon Not Found error while activating premium, it could mean 3 things:
- The addon is not installed. Install it here.
- You're using Edge and you installed the Chrome addon version. Install the Edge version.
- The addon installation was damaged: uninstall then reinstall Video DownloadHelper
Then, reactivate premium through the addon settings.
Video DownloadHelper does not find the video on site XXXX, or fails during download
There is probably nothing we can do right now to make VDH work on this site, but having data about this issue is very important to us in order to make Video DownloadHelper improve in the next version.
Please contact us and share as much details as possible.
On a specific site, the downloaded file has bad audio, or is out of sync
First, try a better video player: see our recommended player.
If it still doesn't work, please contact us and share as much details as possible..
I don’t see the Video DownloadHelper 3 balls icon in the toolbar ?
If Video DownloadHelper is installed, the icon may just have been hidden from the toolbar. Just pin it.
See how for Google Chrome, Firefox or Microsoft Edge.
In an incognito / private window, you need to perform a specific action once to make the extension available. In the addons setting, there is a checkbox you must check.
I have a Video DownloadHelper for Firefox/Chrome/Edge license, can i use it with Firefox/Chrome/Edge ?
You cannot use a browser license with another browser. Licenses are specific to browsers: Firefox, Chrome and Edge cannot be used interchangeably.
Why doesn’t Video DownloadHelper for Chrome allow downloading videos from YouTube ?
Google does not allow Chrome extensions to download videos from YouTube. If we made Video DownloadHelper for Chrome download YouTube videos, our extension would be taken out of the Chrome WebStore.
To download Videos from YouTube, you should consider installing Firefox then Video DownloadHelper for Firefox.
I bought a license, but VDH is using "Free plan"
Go to the addon setttings and click "Restore your purchase."
Please note that licenses for Chrome, Firefox and Edge cannot be used interchangeably. In other words, a VDH/Chrome license won’t work on VDH/Firefox nor VDH/Edge and the other way around.
I can't activate my Premium License
In the settings, click Restore Purchase, enter your email and follow the instructions. If this still fails, please contact us and share as much details as possible.
Browser checklist
If it does not work, there might be a few settings to be checked.