Help topics
Account and support
Sign-in, settings and deletion, the problems people run into most, and what to send when you need help.
| Task | Where |
|---|---|
| Verify your email | Link in the verification email; needed before you generate or export |
| Reset your password | Sign-in page; open the link on the same device |
| App language | Site header or Account, Preferences. It does not change a video's narration |
| Notifications | Account, Notifications: in-app, email or both, per event |
| Delete a video | Video menu, Delete video. Renders and sources are removed for good |
| Pause your account | Account, Danger zone, Deactivate. Sign in again to return |
| Delete your account | Account, Danger zone, Delete account, then type DELETE |
Records required for tax, accounting or disputes may be kept after deletion; see Privacy.
Common problems
| Problem | Try this |
|---|---|
| A page looks stuck | Reload and open My videos. A running production keeps running |
| Production is waiting | It is in Manual mode; open the video and confirm the stage |
| Production failed | Read the message on the stage and use Retry if offered |
| Upload rejected | The reason is shown next to the file; check type and size |
| Old version downloaded | Downloads never update. Export again after editing |
| Video is gone | It passed your plan's storage window |
Do not start a new paid run because a page looks stuck; check the existing video first.
Contact
Use the contact page and include the video title, what you did, roughly when, and the exact error text or a screenshot. For billing questions add the date and the entry from Billing. Never send passwords, API keys or card details.
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