Questions that require human review
Help Center guidance can explain general rules and troubleshooting. A human teammate must review cases that depend on private records or a judgment about a specific account or project.
A refund, duplicate charge, unexpected renewal, missing paid plan, or payment that does not match your account.
Purchased credits, returned credits, a daily claim, or an account balance that appears incorrect after refresh and sign-in checks.
A generation that remains stuck, has a final technical failure, is missing from My Library, or completed with a technically broken file.
A login, account-email, account deletion, privacy, moderation, or content-rights request requiring identity or case review.
A feature that should be available for the plan shown in My Plan but remains unavailable.
What to send for human review, including duplicate charges
Your Magic Hour account email.
The tool route or page URL.
The approximate date and time.
The project link or visible ID, when available.
The exact status or error text.
For suspected duplicate charges: send the receipt or invoice IDs if available, each charge date, amount and currency, and whether each bank entry is pending or posted. Include a redacted screenshot if helpful. You do not need to send the same details again if they are already in your support conversation. A human must inspect the payment records before confirming a duplicate or refund.
A screenshot or screen recording when it helps show the issue.
Never send passwords, full payment-card numbers, CVV, login codes, access tokens or unredacted bank statements. Send private media only when support requests it through an approved channel.
How to request review
Ask for a human teammate in the Magic Hour support conversation or email [email protected]. Include the details above in one message. Review time depends on the case; do not rely on a fixed response or resolution time.
Related guides: send useful diagnostic details, failed or stuck generations, and payment and plan problems.