Read before this
No earlier guide is required. You can start with this article.
Help and Support are different
- Help opens self-serve documentation for learning a workflow or checking expected behavior.
- Support opens the in-product support conversation for a specific problem when that integration is enabled for your account.
- Use the Usage page for a credit event before reporting an unexpected charge.
- Use the destination social platform as well as ngram Support when an external account or permission is involved.
Check these first
- Reopen the exact conversation, editor copy, or Tool result from Projects.
- Read the latest visible status and use any retry or recovery action once.
- Confirm the active account or team, current credit balance, and plan message.
- Copy the project URL and note the approximate time and last action.
- Open Support from the Studio navigation when it is available and describe the smallest reproducible problem. Otherwise open the ngram contact form and choose Technical Support.
What to include
- Project or conversation URL
- Tool or page name
- Approximate time and timezone
- Last visible status or exact on-screen error
- Browser and whether one retry was attempted
- For billing, the Usage activity description and credit amount, plus a non-sensitive invoice or receipt reference when relevant
What not to send
Never send a password, API key, access token, full payment-card number, or unrelated private source material. Describe the input type and duration first. Share sensitive files only if Support requests them through an approved secure path and you have permission to do so.
For a result that merely missed the brief
A valid but disappointing creative result is usually faster to repair with a targeted revision than a support ticket. Use the prompt troubleshooting guide to identify the first mismatch. Contact Support when a product failure, missing output, credit issue, or reproducible control problem prevents that revision. Billing and credit outcomes are reviewed case by case; sending a complete request does not guarantee a refund or credit restoration.
Help and Support FAQ
Keep going
Troubleshoot slow, stopped, failed, or disconnected video generation without relying on fixed time promises.
Diagnose a weak result and improve the prompt, sources, storyboard, or targeted revision.
Use the current Usage page to understand credit activity and investigate unexpected charges.
Use current Account, Preferences, Billing, Usage, Integrations, Voice, and Faces settings.
Cancel or change a plan, manage a paused subscription, and download billing records.
Prepare a billing or credit-review request without assuming a refund is guaranteed.