Support

Email us at support@imagetovideoai.site for customer support, billing questions, policy issues, or account access problems. This mailbox is the primary support channel linked throughout the site.

When contacting support, please use the email address associated with your VidAI account whenever possible so we can verify the request and respond faster.

We can assist with account access issues, checkout problems, missing credits, generation failures, policy questions, and requests related to merchant-of-record billing handled through Creem.

• Purchase completed but credits were not added.
• You need help locating an invoice, receipt, or billing event.
• A generation failed, timed out, or produced an unexpected processing error.
• Your account or generation was restricted and you want clarification.
• You have a question about our Privacy Policy, Terms of Service, or Acceptable Use Policy.

VidAI currently sells one-time credit packages. If you experience a billing issue, contact support with the purchase email, approximate charge amount, and the date of the transaction so we can locate the order quickly.

Refund requests are reviewed case by case. Because VidAI is a digital service and credits are typically provisioned soon after payment confirmation, completed purchases are generally final unless a refund is legally required or we determine a refund is appropriate after review.

If recurring plans are introduced in the future, customers will be able to manage cancellations through the billing portal or through support according to the active plan terms.

We review support requests in the order received, with priority given to billing, account access, fraud, and policy matters. We generally aim to respond within 2 business days, although complex investigations or provider-side reviews may take longer.

Submitting duplicate tickets for the same issue can slow review, so it is better to reply to an existing email thread when adding new details.

A concise, well-scoped support message helps us resolve issues faster. Include only the information needed to investigate the problem.

• The email address tied to your account.
• Relevant order, invoice, or transaction details if the issue is billing-related.
• The approximate time of the problem and what you were trying to do.
• Any generation ID, error message, or screenshot that clarifies the issue.
• A clear statement of the outcome you are requesting.

Reports involving impersonation, intellectual-property concerns, payment abuse, or policy violations should be sent to the same support address with enough detail for us to identify the account, asset, or transaction involved.

We may request additional information before acting on a notice, and we may preserve relevant records where necessary for legal compliance, fraud prevention, or dispute handling.