Need help? Start here

Check in this order:

1. Is the extension enabled? Go to chrome://extensions/ and confirm the OnceTool tool is toggled on (blue switch).
2. Are you on a YouTube domain? OnceTool only runs on youtube.com / m.youtube.com.
3. Hover long enough? Default is 0.25s before the badge appears (configurable in the extension popup).
4. Free quota used up? The badge turns amber when you've hit the daily limit, showing X/Y used. Wait for UTC midnight reset or top up credits via the popup.
5. Try refreshing: YouTube loads thumbnails dynamically; sometimes the badge misses a freshly loaded tile. Reload usually fixes it.

YouTube allows video owners to hide the like count (a setting on their video). When that's the case we can't fetch it either — the badge shows "Likes hidden" and does NOT consume any of your free quota or credits.

• Free quota: resets at UTC midnight. Each hover counts as 1. The system always consumes free quota before credits.
• Paid credits: one-time purchase, never expire. Each hover counts as 1.
• Cache: if the same video was looked up by someone else within 7 days and is still cached, we do not double-charge — it counts as 1 hover and shows "(cached)".
• Live balance is in the extension popup; logged-in users sync across devices.

The license key is the credential we email at anonymous purchase — it is the only way we can identify "this person bought".

• First check your spam folder, search for "OnceTool" or "license"
• Once found, paste it into the extension to activate — credits sync in. Or register an OnceAccount and redeem the license into your account so you never have to worry about the email again.
• Genuinely lost? Email us with your payment email and PayPal order ID — we can help verify and resend. We cannot resend based on screenshots or other partial evidence.

Unused credits are fully refundable within 14 days; partially used credits are refunded pro-rata. Process:

1. Email [email protected] with subject "Refund request - {order ID}"
2. Include order ID, refund reason, and payment email (required for anonymous purchases)
3. Once verified, refund goes out via PayPal within 3 business days

• OnceAccount users: credits are tied to your account — sign in on any device and you'll see them.
• Anonymous license users: paste the same license key into the extension on the new device. The same key works on multiple devices simultaneously.

Yes. Anonymous license and OnceAccount are not exclusive — the system consumes account credits first, then license credits, then free quota. You can purchase anonymously now and later decide whether to redeem the license into your account (irreversible once redeemed).

Chromium-based browsers: Chrome, Brave, Edge, Opera, Vivaldi. Firefox / Safari are not currently supported. For mobile, we recommend desktop browsers; mobile Chrome doesn't support extensions — that's a Google restriction, not our choice.

Always welcome! Email [email protected] with a subject prefix of "[Bug]" or "[Feature]" and we'll see it sooner. Every email gets read by a human.