Before you write
Common problems covers most of what goes wrong, and usually faster than waiting for a reply. Worth two minutes.
Opening a ticket
Open a ticket from the support area in the app. Describe the problem, attach a screenshot if it helps, and send it.
Raise it from inside the app where you can. A ticket you started is one you know reached the right place — which matters, because a common trick is a convincing-looking email offering “support” and asking for something it should not.
Replies arrive in the same place and, if you have those notifications on, by email. The full history of a ticket stays with it, so you do not need to re-explain anything when you reply.
What to include
The difference between one reply and five is usually the first message. Include:
- What you were doing — “generating a video from a still image”
- What you expected
- What happened instead — the exact wording of any error
- Roughly when — a date and approximate time is enough to find it in the records
- Which device and browser, if it seems specific to one
A screenshot showing the whole window, not a crop of the error, answers several follow-up questions at once.
For specific kinds of problem
| Problem | Also include |
|---|---|
| Credits missing | roughly when, and what you were generating |
| A charge you do not recognise | the date and amount |
| Work stuck or failed | when you started it, and what you were making |
| A rejection you think is wrong | what you were trying to make |
| A referral not counted | roughly when the person signed up |
| Cannot sign in | the email address on the account, and how you normally sign in |
What support can do
- Look into credits, charges, refunds and payments
- Investigate work that failed or got stuck
- Help with account access
- Review a rejection you believe was a mistake
- Take reports of unlawful content
What support cannot do
- Recover deleted work. Deletion is permanent; the data is gone rather than hidden. This is why downloading what you care about matters.
- Recover a deleted account once its cancellation window has closed.
- Tell you the outcome of a report about another person’s account.
- Write your prompts. Writing a prompt is the better route, and honestly the faster one.
Never sent by us
- A request for your password. Ever.
- A request for card details by email or in a ticket.
- A request to move the conversation to another platform.
If you get one of those, ignore it and open a fresh ticket yourself. See keeping your account secure.
Asking for something new
Support is for things that are broken. For things that do not exist yet, there is a feature requests area: post the idea, and vote on other people’s.
Say what you are trying to achieve rather than only the feature you have in mind. “I need to produce forty product shots a week and filing them by hand takes an hour” is more useful than “add tagging” — it describes a problem that might have several solutions.
Response times
You will get a reply. Account access and payment problems are treated as more urgent than questions, and a well-described first message is resolved considerably faster than a vague one — which is the whole reason for the list above.