# Contacting Support
Source: https://support.ezaalah.com/contacting-support
How to reach Ezaalah support and what to include for faster help.
If you need help with Ezaalah, we’re here to support you and keep your experience smooth and reliable.
At the moment, Ezaalah provides email-only support. This lets us review each request carefully and respond thoughtfully, especially while the platform continues to grow.
If you run into an issue or have a question, email us at `support@ezaalah.com`. Including a few details (like your order name or ID and a short description of what happened) helps us resolve things much faster.
## Support availability today
Support is currently handled exclusively through email. You won’t see in-app chat or a ticketing portal yet, and that’s intentional: we want every request handled clearly and consistently rather than rushing responses.
## In-app support (coming later)
We plan to introduce a dedicated support experience inside the app in the future. This is expected to make it easier to submit support requests directly from your dashboard, track status, and keep conversations tied to specific orders.
When in-app support becomes available, we’ll announce it clearly and provide guidance in the Help Center and within the app.
## Our commitment
Whether support is handled by email or in-app tools, our focus remains the same: clear communication, honest answers, and reliable help when you need it.
# How Ezaalah Removes Background Music
Source: https://support.ezaalah.com/how-ezaalah-removes-background-music
How Ezaalah separates speech from background music and processes your video.
Ezaalah is designed to make spoken content easier to hear by reducing or removing background music while keeping voices clear and natural. This is especially important for educational videos, where clarity matters more than perfect audio polish.
When you upload a video, Ezaalah analyzes the audio track and separates what sounds like speech from what sounds like background elements such as music. The system focuses on preserving spoken voices and reducing distractions, then reattaches the cleaned audio back to the original video so everything stays in sync.
This process works best for lectures, lessons, talks, and instructional recordings. The goal is not to create studio-grade audio, but to make speech easier to understand and more comfortable to listen to in learning environments.
Processing time varies depending on video length and current system load, but most videos complete automatically without any action needed from you. You can always check progress and status from your order page.
## Process: How It Works
You start by uploading your video to Ezaalah. This can be a file from your device, and in the future, a YouTube link when that feature becomes available (see `youtube-video-processing-beta.mdx`). Uploads are handled securely, and common video formats are supported within the platform’s size limits.
Once the upload is complete, processing begins automatically. Ezaalah’s system analyzes the audio and identifies background music versus spoken voice. This step happens without manual intervention and usually completes within minutes, depending on the video.
Rather than simply filtering sound, Ezaalah focuses on preserving how your voice naturally sounds. The goal is to keep speech clear and intelligible while allowing background music to fade away, not distort or overpower the message.
Billing happens only after processing finishes. A credit is applied when your video is ready, and you won’t be charged for files that fail or can’t be processed.
Finally, your cleaned, distraction-free video becomes available in your dashboard. You can download it and use it immediately in your classroom, course, or educational content.
# How to Download Your Processed Video
Source: https://support.ezaalah.com/how-to-download-your-processed-video
Download steps, availability window, and troubleshooting tips.
Once your video has finished processing and the required credits have been applied, downloading your video is quick and straightforward.
## When downloads become available
Your download link becomes available when your order status shows Completed (Paid). This means background music has been removed, credits have been successfully applied, and your video is ready to download.
## Downloading your video
Sign in and open your dashboard to see all your orders.
Click on the order with the status Completed (Paid).
A single, clear download button will be visible on the order details page.
The processed video will download to your computer or device, ready to use.
## How long downloads are available
Processed videos are available for download for a limited time. The exact availability period is shown on your order details page. Once the retention period ends, the download link expires and expired files are automatically removed.
Download and save your video as soon as it becomes available. This ensures you always have a copy, even after the retention period ends.
## Troubleshooting Download Issues
If you are having trouble downloading your processed video, this guide will help you identify the most common causes and what to do next.
Most download issues are easy to resolve and do not require reprocessing your video.
Downloads are only available when the order status is **Completed (Paid)**. If your status shows Processing, the video is still being worked on. If it shows Payment Required, you need to add credits to continue. If it shows Failed, the video did not complete successfully. Only Completed (Paid) orders can be downloaded.
The expiration date is shown on your order details page. Once expired, the download link is permanently disabled and expired files cannot be restored. To avoid this, download your video as soon as it becomes available.
Sometimes a simple refresh resolves the issue. Refresh the page, click the download button again, and ensure your internet connection is stable.
If the download does not start, switch to a different web browser, try downloading from another device, or disable browser extensions that may block downloads.
Make sure your device has enough available storage to save the video file. Large videos may fail to download if space is limited.
If you added credits but still cannot download, refresh the order page and confirm the status updated to Completed (Paid). Status updates can take a short moment. If the issue persists, support can manually review the order.
### Still not working?
If none of the above steps resolve the issue, contact support and include your order name or ID, the status shown on the order, and the device and browser you are using.
Learn how to reach us and what information helps us resolve issues faster.
# How to Upload a Video
Source: https://support.ezaalah.com/how-to-upload-a-video
Step-by-step guide to uploading videos to Ezaalah.
Uploading a video to Ezaalah is simple and designed to be stress-free, even if you are not technical.
## Uploading your video
Once signed in, you will land on your dashboard where all your orders are listed.
Click the upload button to begin a new order.
Select the video file from your device. Common video formats are supported, and file size limits are shown during upload.
Once selected, your video will begin uploading automatically. After upload completes, your order status will change to Processing. No payment is required at this stage.
You can always check the progress of your video from the Orders page.
## What videos work best
Currently, Ezaalah supports direct video file uploads from your device. This works best for recorded lessons, classroom lectures, educational talks, and instructional videos. File size limits and supported formats are shown during upload to help prevent issues.
## YouTube video processing
We are building a YouTube processing feature that will let you paste a YouTube link and process it without downloading the video first. This feature is currently in beta, which means availability and behavior may change as YouTube updates their systems.
See [YouTube Video Processing](/youtube-video-processing-beta) for what to expect and how we communicate updates.
File size limits and supported formats are shown during upload to help prevent issues.
# Help Center
Source: https://support.ezaalah.com/index
Welcome to the Ezaalah Help Center. Find answers, learn how Ezaalah works, and get support when you need it.
Welcome to the Ezaalah Help Center. Whether you are preparing a lesson, reviewing an order, or simply learning how things work, you will find clear answers here.
Ezaalah is designed for educators, homeschoolers, and schools who need distraction-free videos for learning environments. We remove background music while preserving speech, and we do it without requiring audio editing skills or complicated software.
If something feels confusing, take your time. This Help Center is here to support you, not overwhelm you.
***
## What can we help you with?
New to Ezaalah? Start here to understand how the platform works and what to expect.
Learn how to submit a video for processing, step by step.
Understand what each status means and what happens next.
Once processing is complete, here is how to get your file.
***
## Common questions
You are never charged until your video finishes processing successfully.
Learn what works well, and where results may vary.
***
## YouTube and beta features
YouTube video processing is currently in beta. This means availability and behavior may change as the feature matures. You will always be informed before anything unexpected happens.
What to expect from YouTube-based uploads and why it is still evolving.
Why some YouTube videos appear at 360p or 720p instead of higher quality.
***
## Looking ahead
Ezaalah is growing, and we are working on features designed specifically for schools and organizations. These are not ready yet, but you can read about what is planned.
Shared credits, team access, and a centralized video library are on the way.
***
## Need help?
If you cannot find what you are looking for, or if something is not working as expected, we are here to help.
Learn how to reach us and what to include for faster help.
We respond thoughtfully to every message. Support is currently handled by email to ensure each request receives careful attention.
# School Workflows and Organization Accounts (Coming Soon)
Source: https://support.ezaalah.com/school-workflows-and-organization-accounts-coming-soon
Planned organization features for schools, shared credits, and a shared video library.
Ezaalah is being designed not only for individual teachers and homeschoolers, but also for schools and larger organizations. We’re actively working toward a dedicated school workflow that makes it easier for institutions to manage video processing at scale, while keeping everything simple and transparent.
This feature isn’t available yet, but it’s part of our near-term roadmap.
## What school workflows are expected to include
When school workflows are introduced, schools will be able to create an organization account and invite their teachers under a shared plan. Instead of each teacher managing credits individually, the organization will have a shared credit pool that authorized teachers can use. This is designed to help schools control costs, simplify billing, and remove friction for educators.
We also plan to introduce a shared video library for organizations. This would allow processed videos to live in one central place rather than being scattered across individual accounts. The goal is to make it easier for teams to reuse content, stay organized, and avoid reprocessing the same material multiple times.
## How credits and billing may work
Credits under school plans are expected to be more flexible than individual use. We anticipate features such as credit rollover and the ability to continue processing if usage goes slightly over the plan limit, with clear billing afterward. If usage exceeds what’s included, the organization would be notified and charged accordingly, rather than having work suddenly blocked.
Throughout all of this, transparency remains a priority. Schools will be notified about usage, limits, overages, and plan changes well in advance. Nothing will happen silently or without clear communication.
## Availability and updates
School workflows are still under development and aren’t open for signup yet. When they’re ready, we’ll announce availability clearly, publish details in the Help Center, and show instructions directly in the dashboard.
Until then, Ezaalah continues to support individual accounts using the same reliable upload, processing, and credit-based system.
Our goal is to build school features carefully and responsibly so they genuinely reduce administrative work rather than add to it. We’ll share updates as this moves closer to beta and launch.
# Understanding Order Statuses
Source: https://support.ezaalah.com/understanding-order-statuses
What each order status means and what to do next.
Each video you upload to Ezaalah moves through a clear set of statuses. These statuses show exactly where your video is in the process and what, if anything, you need to do next.
You can view your current status at any time from the Orders page.
As long as you see a status, your order is being tracked. If something needs your attention, the status will tell you.
## Uploaded
Your video has been successfully received by Ezaalah. The file is securely stored, processing has not started yet, and no action is required from you. Your order will automatically move to the next step.
## Processing
Your video is actively being processed. Background music is being removed or reduced while spoken voices are preserved. Processing time depends on video length and system load.
This step can take some time. As long as the status says Processing, everything is working as expected.
## Payment Required
Processing is complete, but the job cannot be finalized yet because there are not enough credits on your account.
What this means:
* Your video has finished processing
* You need to add credits to continue
* No download is available yet
Once you add the required credits, your order will automatically continue to the next step.
## Completed (Paid)
Your video has been successfully processed and payment has been applied.
At this stage:
* Processing is finished
* Credits have been used
* Your download is unlocked
You can now access your cleaned video.
## Delivered
Your processed video has been downloaded or made available to you.
Important notes:
* Download links are available for a limited time
* The availability period is shown on your order details page
* Be sure to download and save your file before it expires
## Failed
Something went wrong during upload or processing.
This can happen due to:
* Unsupported file formats
* Corrupted video files
* Interrupted uploads
If an order fails, you will see clear guidance on what to do next, such as retrying the upload or contacting support.
## Quick Summary
* Uploaded → File received
* Processing → Audio is being cleaned
* Payment Required → Add credits to continue
* Completed (Paid) → Download unlocked
* Delivered → File accessed
* Failed → Action needed
If you are ever unsure what to do next, the status badge on your order will always reflect the single action required, if any.
# What Ezaalah Can and Cannot Do
Source: https://support.ezaalah.com/what-ezaalah-can-and-cannot-do
Capabilities and limitations of Ezaalah's audio cleanup.
Ezaalah is designed to help educators by removing distracting background music while preserving clear speech. Like any tool, it works best in certain situations. Understanding what Ezaalah can and cannot do will help you set expectations and get the most out of your results.
## What Ezaalah can do
Ezaalah can remove or significantly reduce background music from videos, preserve spoken voices clearly, process common video formats, handle educational and instructional content, and let you pay only after processing is finished.
The system works best when speech is the primary focus of the audio and background music is present but not overwhelming.
## What Ezaalah cannot do
Ezaalah cannot perfectly separate audio in every situation. Very loud music that overlaps with speech may reduce accuracy. It cannot improve microphone quality, remove echoes, or fix audio that was poorly recorded. It also cannot edit video visuals, add effects, or replace professional audio engineering for music production.
Videos with extremely loud music, overlapping voices, or heavy sound effects may still see partial results rather than complete separation.
If you are unsure whether your video is a good fit, uploading and reviewing the processed result is the easiest way to find out. You are not charged until processing is complete.
# What Is Ezaalah?
Source: https://support.ezaalah.com/what-is-ezaalah
An introduction to Ezaalah for educators who need distraction-free videos.
Ezaalah is a video processing service that removes background music from videos while keeping spoken voices clear and natural. It is designed for teachers, homeschoolers, schools, and educational content creators who need distraction-free videos for learning environments.
Instead of manually editing audio or learning complex software, you simply upload a video and receive a cleaned version that is ready to use.
## How Ezaalah works
The process is straightforward. You upload your video, and Ezaalah analyzes the audio to separate speech from background music. Once processing is complete, you review the result, pay using credits, and download the finished file. There is no need to extract audio, re-sync files, or install editing tools.
The entire workflow is built around simplicity and trust. You are never charged until processing finishes successfully. If something fails or cannot be processed, you are not billed.
## Who Ezaalah is for
Ezaalah is built for people who teach, train, or create educational content. This includes classroom teachers, homeschool parents, instructional designers, tutors, and schools looking to repurpose video content for learning.
If you have ever found a useful video but wished it did not have distracting background music, Ezaalah can help you create a version that is easier to use in your classroom or course.
## What makes Ezaalah different
Many audio tools are designed for musicians, podcasters, or video editors. They assume technical knowledge and require significant time to learn. Ezaalah assumes the opposite. You should not need to understand audio engineering to prepare a video for your students.
The goal is to save time while delivering clear, usable results. Ezaalah handles the complexity so you can focus on teaching.
## What happens next
If you are ready to get started, the next step is to upload a video. You can do that directly from your dashboard once you sign in.
Learn how to submit your first video for processing.
If you want to understand more about how background music is removed, continue to the next article.
A closer look at how Ezaalah separates speech from music.
# When Am I Charged?
Source: https://support.ezaalah.com/when-am-i-charged
How Ezaalah's pay-after-processing model and credits work.
Ezaalah uses a pay-after-processing model so you can feel confident before spending credits. You are not charged when you upload a video. Charges only occur after processing is complete and you choose to continue.
## How charging works
No credits are used at this stage. Your file is securely stored and processing begins automatically.
Background music is removed while speech is preserved. You can track progress from your Orders page.
This means your video has finished processing, but your account does not have enough credits to complete the job.
Once you add the required credits, the order automatically moves forward.
Credits are applied and your processed video becomes available for download.
## Why Ezaalah charges after processing
This approach is intentional and user-first. You are not paying for failed uploads. You are not charged for videos that cannot be processed. You only spend credits once a usable result is ready.
This helps build trust and keeps the process transparent.
## What are credits?
Credits are used to pay for completed video processing. Credits are added to your account in advance, and each processed video uses a set number of credits. If you do not have enough credits, the order pauses at Payment Required.
You are always shown how many credits are needed before continuing.
## Will I ever be charged automatically?
No. Ezaalah does not automatically deduct credits before processing. You stay in control and decide when to add credits and proceed.
If something goes wrong during processing and a video cannot be completed, you are not charged. Credits are only used when a usable result is ready.
# Why Are Some YouTube Videos Limited to 360p or 720p?
Source: https://support.ezaalah.com/why-are-some-youtube-videos-limited-to-lower-resolutions
Understanding resolution limitations when using YouTube video processing in Ezaalah.
When using YouTube video processing in Ezaalah, you may notice that some videos are available only in lower resolutions such as 360p or 720p. This can feel surprising, especially if the original video appears to support higher quality on YouTube itself.
This behavior is expected and is related to how we prioritize reliability and speed during the beta phase.
## How Ezaalah Fetches YouTube Videos
Ezaalah uses a direct streaming approach for YouTube videos. This allows your video to begin downloading immediately, without long waiting periods or extra processing steps. The benefit is that uploads start quickly and are far less likely to fail, especially on slower connections or mobile devices.
The trade-off is that not all YouTube videos make higher resolutions available in a way that can be streamed instantly.
In many cases, YouTube only provides instantly available versions of a video up to 720p. Higher resolutions often require additional steps behind the scenes, which can introduce long delays or cause downloads to fail entirely. To avoid this, Ezaalah automatically selects the highest quality version that can be delivered quickly and reliably.
For some videos, especially older uploads or very new ones, YouTube may only provide a single combined version at 360p. When that happens, Ezaalah chooses that option rather than risking a broken or incomplete download.
The guiding principle is consistency. It is better for your video to arrive quickly and successfully at a slightly lower resolution than to stall, fail, or require repeated retries.
## What "Best Quality" Means in Ezaalah
When you upload a YouTube link, Ezaalah automatically checks what versions of that video can be fetched reliably at that moment. It then selects the highest available quality that can be delivered immediately, without long waits or instability.
This means:
* You are not manually choosing the wrong quality
* Nothing is being downgraded intentionally
* The system is choosing the most reliable option for that specific video
As the YouTube feature matures and we improve how higher-quality versions are handled, this behavior may change. Any improvements will be communicated clearly.
## What You Can Do
If resolution is critical for your use case, the most reliable option today is to upload a video file directly from your device rather than using a YouTube link.
During the beta period, YouTube processing is best suited for convenience and speed rather than guaranteed highest resolution.
# Why Do I See a Supabase URL When Signing In?
Source: https://support.ezaalah.com/why-do-i-see-a-supabase-url-when-signing-in
Why a supabase.co address appears during Google sign-in, and how to know it’s safe.
When you sign in to Ezaalah, you might briefly notice your browser showing a web address like:
`https://frnvfebtyxmeihkmrryq.supabase.co`
That’s normal. It doesn’t mean the site is unsafe, and it doesn’t mean you’ve been redirected to a scam. It’s simply part of how Ezaalah’s sign-in is handled behind the scenes.
## What that URL is
Ezaalah uses Supabase to manage authentication and user accounts. Supabase is a widely used platform that provides secure sign-in flows, session handling, and the backend services that make “Sign in with Google” work smoothly.
The `*.supabase.co` domain you see is tied to Ezaalah’s Supabase project. During login, your browser may be redirected through this domain so Supabase can complete the authentication step and then send you back to Ezaalah as a signed-in user.
If you’ve ever logged into another service and briefly seen Google’s domain during the process, this is the same idea: the authentication happens with a trusted provider, then you return to the app.
## Why Ezaalah uses Google sign-in
Ezaalah supports Google sign-in because it’s fast, familiar, and reduces sign-in friction for many users (especially educators and schools). With Google sign-in, Google verifies your identity, and Supabase handles the secure “handshake” that turns that verification into a session in Ezaalah.
If you’d rather not go through the Google/Supabase redirect flow, you can use email sign-in instead. Depending on what’s enabled for your account, that may mean email-only (for example, a sign-in link or code) or signing in with a username/email and password.
## Is my information safe?
Yes. If you use Google sign-in, your Google password is handled by Google, not Ezaalah. Ezaalah never receives or stores your Google password. Supabase receives confirmation from Google that you successfully signed in, then passes your verified identity back to Ezaalah so we can create or resume your session.
If you choose a password-based sign-in option, your password is still handled securely through our authentication provider (Supabase). Ezaalah does not store your password in plain text.
Ezaalah does not read your emails, contacts, or files as part of sign-in. The goal of the flow is only to confirm “this is you,” then let you access your account.
## What you should expect during login
Most sign-ins happen very quickly. A typical flow looks like this:
1. You click **Sign in with Google**.
2. Google confirms your account.
3. Your browser briefly redirects through Supabase (`*.supabase.co`) to finish the secure sign-in step.
4. You return to Ezaalah, signed in.
Depending on your browser and network, you may see that Supabase URL for a moment, or you may not notice it at all.
## When you should be concerned
It’s worth stopping and reaching out to support if anything feels “off,” especially if:
* You didn’t click **Sign in with Google** but got redirected anyway.
* You were asked to enter your Google password somewhere that isn’t clearly Google.
* The domain looks suspicious (misspellings, extra words, or not `https://`).
If you’re unsure, don’t continue the sign-in flow. Contact us at `mailto:hi@ezaalah.com` and include a screenshot of what you’re seeing.
# YouTube Video Processing (Beta)
Source: https://support.ezaalah.com/youtube-video-processing-beta
What it is, why it is beta, and what to expect when it launches.
This feature is in beta. Availability and behavior may change as YouTube updates their systems. You will always be informed of any changes.
Ezaalah is building a YouTube video processing feature that will let you clean background music from YouTube videos without downloading the file yourself first. This feature is still in development and will launch as a beta, which means it is not yet part of the standard, fully supported workflow.
When available, YouTube processing will work by securely fetching the video from YouTube to Ezaalah's servers. From there, it will be handled like any other upload: we process it to reduce background music, generate thumbnails automatically, and the cleaned video will show up in your orders once processing is complete.
Because this feature depends on how YouTube makes videos available behind the scenes, it comes with limitations that we want to be upfront about.
## Why this feature is in beta
YouTube occasionally changes how its backend systems work. Those changes can affect how third-party services access and retrieve videos, even when everything is working correctly on our end.
That means a video that works today may stop working tomorrow in certain situations or locations. When that happens, we may need to temporarily pause YouTube processing and adjust our approach before continuing. We are releasing this carefully as a beta so expectations are clear and no one is surprised if availability changes.
## What to expect during beta
During the beta period, YouTube video processing may be limited to certain users or regions, work for some videos but not others, or be paused temporarily if YouTube makes changes.
If a YouTube upload cannot be processed, you will not be charged credits. If we pause or change the feature, we will communicate that clearly in the dashboard and Help Center.
## Temporary availability and waiting
Because YouTube video processing is still in beta, you may occasionally experience a short delay when starting a YouTube-based upload.
To keep the service stable and reliable for everyone, Ezaalah limits how many YouTube videos can be fetched at the same time. When the system is busy, your request may pause briefly before continuing. In most cases, this resolves on its own within a short moment.
If the system is under heavier load, you may be asked to wait and try again shortly. When this happens, you will see a clear message letting you know that the service is temporarily busy, rather than failing silently or charging you.
No credits are used while waiting, and nothing is charged unless processing successfully completes.
### What you should do if this happens
If you are asked to retry, wait a short moment, try again from the same page, and avoid repeatedly refreshing or submitting multiple requests at once. Most users are able to proceed successfully after a brief pause.
### Why these limits exist
YouTube processing depends on external systems that can change or become temporarily restrictive. These safeguards allow Ezaalah to adapt safely, avoid disruptions, and improve long-term reliability as the feature moves closer to full release.
As the beta matures, these limits and behaviors may be refined or relaxed. Any major changes will be clearly communicated in the Help Center and dashboard.
## Availability and updates
YouTube video processing is not enabled by default yet. When it is ready, we will announce beta availability, publish step-by-step instructions in the Help Center and dashboard, and share updates as the feature moves from beta to a full launch.
Until then, direct video file uploads remain the most reliable and fully supported option.
## Our commitment
Ezaalah's priority is reliability and trust, especially for educators and schools. Rather than rushing YouTube support, we are taking a careful approach so expectations stay clear and surprises are minimized.