Email [email protected] or reply in your existing support conversation. You do not need to repeat information already provided.
The email link opens the wrong app or Microsoft 365
Skip the link. Open the email app or webmail you already use, create a new message, and type [email protected] into the To field. Sending an ordinary email to this address does not require a new Microsoft 365 subscription or a new Magic Hour account. A mail link opening another app is separate from Magic Hour sign-in. If you are already emailing support, continue in that thread; you do not need to start over.
Sending feedback, a PDF, or a Word document
For UI feedback, describe the page and your suggestion. A project ID, credit balance, generation status, or payment details are not needed unless your feedback concerns them. You can attach supporting material to your email; receipt and readability must be checked in the actual conversation. A PDF or Word document sent to support is not a media upload to a generation tool. Generation-plan upload limits do not establish whether a support attachment arrived or can be read. If an attachment is missing or unreadable, paste the relevant text or share a screenshot of the relevant page, or ask for a human to review the attachment. Do not repeatedly resend the same file without knowing what failed.
For a generation or editing problem
Send the project link, the tool name, what you expected, and what happened. Include the exact error if one appeared. For a video or audio problem, give the timestamp where it occurs and say whether it also appears in the downloaded file.
Example: “I used Image-to-Video. The project completed, but the face becomes distorted at 00:04 in both the player and the download. I expected subtle head movement. Here is the project link.”
Keep the project until support has reviewed it. If you generated without signing in and have no project link, send the exact tool page and approximate generation time instead.
For a payment, plan, or credit problem
Include your account email, what you purchased, the purchase date, and what your account currently shows. A receipt or invoice reference can help locate the purchase. Do not send a full card number, security code, bank credentials, or login code.
If you paid but your access is missing, check payment and plan recovery. For a failed generation and its credit charge, see generation failures and credits.
For a button, upload, or page problem
Start with the upload troubleshooting guide or the disabled Generate checklist.
Include the page URL, device and browser, the step where you got stuck, and the visible message. A screenshot should show the relevant controls and settings. If Generate is unavailable, start with the disabled-button checklist.
Copy this support-report template
Copy the fields below into one message and replace the brackets. Use “not applicable” for anything that does not match your issue.
Account email: [email used to sign in]
Page or tool: [name and URL]
What I expected: [one sentence]
What happened: [one sentence]
Project link or visible ID: [if available]
Current project status: [queued, processing, completed, failed, or canceled]
Exact error: [copy the message]
Approximate date and time: [include time zone]
Device and browser: [for page or upload problems]
File type and size: [for upload problems]
Timestamp in the output: [for video or audio problems]
Purchase date, amount, currency, and receipt or invoice ID: [for billing problems]
What I need help with: [the outcome you want]
Attach one screenshot or screen recording when it shows the issue. Hide passwords, API keys, login codes, full card details, and unrelated personal information.
Share screenshots safely
Hide passwords, API keys, login codes, full payment details, and unrelated personal information. Keep the tool name, project status, selected settings, and error visible. Share only the media needed to explain the problem.
When you need a person
Say that you want a human teammate to review the issue. Questions about a particular payment, account, credit adjustment, privacy request, or broken project may require access to private records. A general Help Center answer cannot confirm what happened to your account.