Start with the task or purchase you already made. Checking its current status helps you avoid submitting a duplicate request.
Login and account access
Use Sign in and return to the same Studio tool after authentication. You may need to re-add local files after a full login redirect. A stored prompt is not a submitted request. If you cancel login, you can return to the public tool pages without generating.
Make sure you are signed into the same account you used for the task or purchase. Do not send your password, sign-in codes or full payment-card details to Support.
Models and settings
A successfully loaded empty list means no setup is currently available for that workflow. A loading error means availability could not be confirmed. Use the tool’s retry control if shown; if the issue continues, include the tool, time and visible error in your support request.
A guide cannot unlock a missing model, setting or content category. Use only the options currently offered in Studio. The content guidelines explain input responsibilities.
Tasks and results
Check My creations for an existing task and its latest state. Pausing status checks does not necessarily stop remote generation. If a submission’s outcome is unclear, check the original task before starting a new one.
If an available result will not play, check the task again and try its available download. Do not assume a temporary playback problem means the generation failed. Include the task reference and what you observed when contacting Support.
Credits
Compare the selected setup’s estimate with your signed-in balance before generating. Costs depend on the chosen model and settings. A new attempt may require more credits. Any introductory credits depend on current eligibility and offer terms.
A failed task and a cash refund are different issues. Let the task reach its confirmed status, then check the account record. Contact Support if a confirmed failure and the recorded credit treatment appear inconsistent.
Payments and subscriptions
A return from checkout does not itself prove that payment and account benefits have finished processing. Use the original payment return page and check Account before purchasing again. If confirmation is delayed, keep the original purchase reference.
Use Account to review an available cancellation or renewal action and its effective date. Canceling renewal does not by itself refund an earlier payment. For duplicate or unauthorized charges, follow the Refund Policy.
What to include in a support request
Include your account email, the relevant task or purchase reference, date, selected tool and a short description of what happened. Describe sensitive content only to the extent needed to investigate; do not send passwords, access tokens or full card details.