If your issue involves a screenshot, image, video, or audio file, the fastest way to get support is to describe the problem in text as clearly as possible.
This helps us diagnose the problem faster and avoids extra back-and-forth.
What to include in your message
Please tell us:
which tool you used
the page URL
what you expected to happen
what happened instead
whether the project failed or completed
any visible error message
the project ID or link if available
Good support message example
“I used Image to Video on this photo. I expected subtle motion, but the face became distorted. The project completed successfully. Project ID: XXXXX.”
Less helpful example
“This looks wrong.”
If the issue is visual Please also include:
whether the issue is quality-related or a technical failure
whether credits were charged
whether the problem is in the input, output, or playback
whether the issue happens every time or only once
If the issue is in My Library Please include whether:
the file will not open
the project is still processing
the download is missing
the output looks wrong
the project shows an error
If the issue is billing-related Please include:
your account email
what you purchased
when you purchased it
what your balance or plan currently shows
The more specific your message is, the faster support can help.
Related links: