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Frequently asked questions

1) Do Premium/Pro plans include credits?

Yes. All paid plans include monthly credits (the amount depends on the plan and billing cadence). You can use credits for advanced tools such as Video Upscaler, Add Sound to Video, AI Talking Photo, and other premium tools.

Unused monthly credits can roll over for a limited time while you remain subscribed (see the pricing page for the current rollover rule).

2) Why did I run out of credits after one generation?

Credits are only required for certain upgrades and advanced tools. If you see a “not enough credits” message, you were likely using a credit‑gated option (commonly: 1080p exports, upscaling, UGC/avatars, or other advanced tools).

Standard 480p/720p generations are designed to be unlimited on the current plans.

3) I bought credits. Why am I still seeing “Generation limit reached for your current access level”?

Credits do not upgrade plan access. Plans control feature access, plan limits, and queue tier. Credits only pay for eligible paid generations.

4) I bought credits. Why do I still have to wait in queue?

Queue speed is based on your plan. Credit-only users remain in the standard queue unless they also have a subscription with priority access.

5) What’s the difference between Premium and Pro?

Both Premium and Pro are built for unlimited creation with HD (720p) exports, priority queue access, commercial rights, and monthly credits.

Key differences:

• Parallel jobs: Premium supports 2 parallel generations; Pro supports 4.
• Priority & access: Pro is positioned as top‑priority rendering plus beta access and dedicated support.

6) My subscription is active, but the app still shows “Upgrade” or “0 credits”—what should I do?

Start with these quick checks:

1. Refresh the page (hard refresh if possible).
2. Sign out and sign back in using the same login method you used to purchase (for example: Google sign‑in vs email/password).
3. Double‑check you’re in the right account (try any other emails you might have used).
4. Check your billing/subscription page to confirm the plan is active.

If it still doesn’t update, it’s usually a sync issue. In that case, support may need to verify the payment and link it to the correct account—include your account email and the payment receipt/screenshot.

7) How long does it take to generate a video?

Generation time depends on your settings (resolution, duration, quality) and current queue. If a generation is taking much longer than usual, it may be a temporary queue/service issue—try again in a few minutes.

8) Is there a limit on how many videos or projects I can create?

There’s no daily cap for normal use on paid plans. The main limit you’ll notice is how many generations can run at the same time (parallel jobs).

9) How do parallel jobs (concurrent generations) work?

Parallel jobs are the number of generations your account can run at once:

• Free: typically 1
• Premium: 2
• Pro: 4

You can start multiple generations by using multiple browser tabs, up to your plan’s limit.

10) Why was my prompt blocked or why did I get an error for certain content?

Some models enforce safety/content filters. Prompts can be blocked for restricted topics (for example: minors/child‑related content) or other sensitive content categories.

If you hit a block:

• Remove restricted wording and rephrase the prompt with more neutral language.
• Try a different model/tool if available.

11) Can content filters be disabled?

No for minors/child‑related content. For other cases, many safety checks are model‑level and can’t be disabled.

If you believe normal content is being blocked incorrectly, you may need support to investigate—share the exact prompt and (if applicable) the input image.

12) Why is access blocked from my region (e.g., “REGION_BLOCKED”)?

In some regions, access may be restricted due to provider/regulatory constraints. If you see a region block, you can’t self‑resolve it in the app—support can confirm availability for your region and provide next steps.

13) How do I cancel my subscription?

Cancel from your billing/customer portal in the dashboard (account settings). Once canceled, you should retain access until the end of your current billing period, and future renewals should stop.

If the cancel button isn’t working, support can cancel it for you—include the account email and invoice/receipt reference.

14) Why is the Cancel button greyed out/disabled?

This usually means your subscription is already canceled and you’re currently in the paid access window (you can keep using the service until the end date). In that case, no further renewals should be charged.

15) I deleted my account but I’m still being charged—what now?

If you still have access to the app, open your billing portal and confirm the subscription is canceled. If the account was already deleted (or you can’t access the billing portal), you’ll need support to investigate and stop billing. Share the charge date/amount and the descriptor shown on your bank statement.

16) How do refunds work?

Refund policy is listed on the pricing page. Currently, membership services are virtual products and do not support refunds once activated.

If you believe you were charged in error (for example: unauthorized or duplicate billing), contact support with the charge details. If a refund is approved, banks can take a few business days (sometimes up to ~10) to post it.

17) My generation failed or was blocked, but credits were spent—can credits be restored?

In some cases, credits can be restored if a generation fails due to moderation or model issues.

Important: for external model providers (including Veo 3 and Kling), credits can’t be refunded for failed attempts (including blocks due to content filters), because the provider charges for those runs even when they don’t produce an output.

To speed up resolution (when eligible), provide:

• The feature/model you used
• The prompt and input media
• The approximate time of the failed run (and timezone)