Help Center
How can we help?
Find answers to common questions or reach our team directly.
Contact support
Our team typically responds within 24 hours on business days. Include your account email and any relevant project or video IDs to speed things up.
support@aivideoai.net
Mon–Fri, 9am–6pm UTC
~24h response time
Common topics
Frequently asked questions
My video failed to generate. What happened?
Failed renders do not count against your monthly quota. Common causes include: very long scripts (keep under 500 words), special characters in the script, or temporary service disruptions. Try again with a shorter, simpler script. If the issue persists, contact support with your Project ID.
How do I cancel my subscription?
Go to Dashboard → Billing → Manage billing. This opens the Stripe customer portal where you can cancel at any time. Your plan stays active until the end of the current billing period.
Can I get a refund?
Yes — we offer a 7-day money-back guarantee on your first paid subscription. Renewals are non-refundable. Email support@aivideoai.net with your registered email address and we'll process the refund within 3–5 business days. See our full Refund Policy for details.
I forgot my password. How do I reset it?
Go to the login page and click "Forgot password?". Enter your email address and we'll send you a reset link. The link is valid for 1 hour. If you signed up with Google or GitHub, use those buttons to sign in instead.
Why is my video still processing after 10 minutes?
Most videos complete in 2–5 minutes. If yours has been queued for more than 10 minutes, there may be a temporary backlog. Refresh the page — if the status is still "Queued" or "Processing", contact support with your video ID and we'll investigate.
How do I download my generated videos?
Go to Dashboard → Videos (or Dashboard → Projects → [your project]). When the status is "Completed", a Download button appears. Videos are stored for 90 days on paid plans and 30 days on the free plan.
Can I use the generated videos commercially?
Yes, on all paid plans (Hobby, Creator, Business) you own the videos and may use them commercially. Free plan videos are for personal/non-commercial use only and include a watermark. See our Terms of Service for full details.
How do I change my voice or avatar image?
In the Create flow (Step 4), pick from 50+ ElevenLabs voices. Custom avatar images are currently configured at the account level — email support to set a custom face image for your account.
The AI script doesn't sound right. Can I edit it?
Absolutely. In the Create flow (Step 3), you can edit the script directly in the text area. You can also use the refine buttons (Shorten, Make Viral, Rewrite for TikTok, etc.) to have Claude improve it automatically.
Do unused video credits roll over?
No — monthly video quotas reset at the start of each billing cycle and do not roll over. Failed renders are not counted against your quota.
Still need help?
Can't find the answer you're looking for? Our team is happy to help.
support@aivideoai.net