Use Help and contact Support

Read before this

No earlier help article is required. You can start here.

Help and Support are different

• Help opens self-serve documentation for learning a workflow or checking expected behavior.
• Support opens the in-product support conversation for a specific problem when that integration is enabled for your account.
• Use the Usage page for a credit event before reporting an unexpected charge.
• Use the destination social platform as well as ngram Support when an external account or permission is involved.

Check these first

1. Reopen the exact conversation, editor copy, or Tool result from Projects.
2. Read the latest visible status and use any retry or recovery action once.
3. Confirm the active account or team, current credit balance, and plan message.
4. Copy the project URL and note the approximate time and last action.
5. Open Support from the Studio navigation when it is available and describe the smallest reproducible problem. Otherwise use the support path linked from the current Help destination.

What to include

• Project or conversation URL
• Tool or page name
• Approximate time and timezone
• Last visible status or exact on-screen error
• Browser and whether one retry was attempted
• For billing, the Usage activity description and credit amount

What not to send

Never send a password, API key, access token, full payment-card number, or unrelated private source material. Describe the input type and duration first. Share sensitive files only if Support requests them through an approved secure path and you have permission to do so.

For a result that merely missed the brief

A valid but disappointing creative result is usually faster to repair with a targeted revision than a support ticket. Use the prompt troubleshooting guide to identify the first mismatch. Contact Support when a product failure, missing output, credit issue, or reproducible control problem prevents that revision.

Keep going

• Understand generation status, retries, and recovery — Troubleshoot slow, stopped, failed, or disconnected video generation without relying on fixed time promises.
• Fix a prompt that missed the brief — Diagnose a weak result and improve the prompt, sources, storyboard, or targeted revision.
• Review your usage history — Use the current Usage page to understand credit activity and investigate unexpected charges.
• Manage your account and preferences — Use current Account, Preferences, Billing, Usage, Integrations, Voice, and Faces settings.

Continue in ngram

Open the relevant Studio surface and follow the current controls shown in your account.

Open ngram