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 open the ngram contact form and choose Technical Support.

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, plus a non-sensitive invoice or receipt reference when relevant

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. Billing and credit outcomes are reviewed case by case; sending a complete request does not guarantee a refund or credit restoration.

Help and Support FAQ

When should I stop troubleshooting and contact Support?

Stop after one safe recovery attempt when work remains stuck, a completed output is missing, an editor control repeatedly fails, or credits may be affected. Preserve the project and send the smallest reproducible problem.

What information helps Support investigate faster?

Include the project or conversation URL, page or Tool name, approximate time and timezone, visible status or error, browser, whether one retry was attempted, and any related Usage description and amount.

What should I never include in a support request?

Never send passwords, API keys, access tokens, full payment-card numbers, or unrelated private source material. Share sensitive files only through an approved path when Support requests them and you have permission.

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.
• Manage subscriptions, invoices, and receipts — Cancel or change a plan, manage a paused subscription, and download billing records.
• Request a billing review or refund — Prepare a billing or credit-review request without assuming a refund is guaranteed.

Contact ngram Support

Use in-product Support when it is visible, or choose Technical Support in the contact form.

Open the contact form