Never send passwords, sign-in codes, full card numbers, or API keys. Redact those details in screenshots. A payment reference or transaction ID is enough to locate your purchase; a card number is never needed.
Account and sign-in questions
- The email address you used for the account.
- Whether you were signing in, registering or resetting a password.
- The error shown and when it happened, including your time zone.
If you forgot your password, start with password recovery. If a message does not arrive, check your spam folder and mention which recovery step you attempted. Do not forward a sign-in code or reset link.
Video tasks, uploads and downloads
Check My videos first. If a task is still processing or under review, check its status before starting a second video.
- Your account email and task reference, if available.
- The selected role, video length and frame.
- The current status, error message and approximate start time.
- For an upload or download problem, your device, browser and the step that failed.
Describe the problem without attaching someone else’s photo or a private video. If more material is needed to examine the issue, support can ask for it. The troubleshooting guide covers file requirements and the normal steps.
Payments, missing credits and refunds
For payment problems, missing credits or refund requests, contact support with the details below.
- Your account email and payment or receipt reference.
- The pack, amount, currency and approximate payment time.
- Whether the issue is a failed checkout, missing credits, duplicate charge or refund request.
Credits appear after payment is confirmed. A confirmed failed generation returns its spent credits to your balance; that adjustment is separate from a refund to your payment method. Read the refund policy before requesting a billing review.
If checkout returned an unclear result, check your receipt and account before paying again. Include the reference and what you saw in your support message.
Privacy, account data and media removal
Include your account email, the data or file you mean and the action you are requesting. Avoid attaching the photo itself. You can review stored files in Settings → Files. The privacy policy explains storage and external processing.
If a photo of you was used without your agreement, identify the relevant page, post or file and explain how it relates to you. Include a way to contact you about the request.
Rights requests, content reports and factual corrections
- The page URL or file reference and the specific material.
- What is wrong: a factual error, missing credit, unauthorized use or another concern.
- Your relationship to the material and a source supporting a factual correction or rights claim.
- The action you are requesting and your reply email.
For a factual correction, link the original post, official record or other source that supports the change. For a rights request, identify the creator or rights holder you represent. Do not send identity documents or private credentials in an initial message.