# Support & Help Center Get help with FramePack Studio — account, billing, credits, and video generation. Troubleshoot common issues or contact our support team by email. > Canonical: https://framepack.studio/support ## How can we help? Find answers about your account, billing, credits, and video generation below — or reach the FramePack Studio team directly at [support@framepack.studio](mailto:support@framepack.studio). Most questions are answered on this page in a couple of minutes. ## Ways to get help - **Email support** — Write to [support@framepack.studio](mailto:support@framepack.studio) for account, billing, and generation issues. We usually reply within one business day. - **Help articles & FAQ** — Browse the questions below for instant answers on credits, refunds, plan changes, and video quality. - **Documentation** — Read the [docs](https://framepack.studio/docs) for prompting guides, model notes, and step-by-step text-to-video and image-to-video workflows. ## Before you contact us These quick checks resolve most reports and help us answer faster when you do write in: 1. **Check your credit balance.** Open Settings → Credits to confirm you have enough credits for the model and resolution you selected. 2. **Refresh and retry the generation.** A failed or stuck video can usually be fixed by reloading the page and submitting the prompt again — failed generations are not charged. 3. **Gather the details.** Note the prompt, model, time of the issue, and any error message. Including these in your email lets us reproduce and resolve it quickly. ## Popular help topics ### Account & sign-in Reset access, change your email, or recover your account. If you can't sign in, email us from the address on your account and we'll help verify and restore it. ### Billing & subscriptions Manage plans, payment methods, invoices, and cancellations from Settings → Billing. See [Pricing](https://framepack.studio/pricing) for current plans and credit packs. ### Credits & usage See how credits are spent per generation, when plan credits renew, and why one-time credit packs never expire. Your current balance and recent usage are in Settings → Credits. ### Video generation & quality Improve results with clearer prompts and negative prompts, choose the right model, and fix common quality issues before assuming a bug. ## Frequently asked questions ### How do I contact support? Email [support@framepack.studio](mailto:support@framepack.studio) with a description of your issue. Include your account email, the prompt and model you used, and any error message so we can help faster. We typically reply within one business day. ### My video generation failed — was I charged? No. Failed generations are not charged, and any credits reserved for them are returned to your balance. Reload the page and submit the prompt again; if it keeps failing, email us with the prompt and model and we'll investigate. ### I can't sign in to my account. What should I do? First try resetting your password from the sign-in page. If you still can't get in, email us from the address associated with your account and we'll help verify your identity and restore access. ### Where can I see my credits and usage? Open Settings → Credits to view your current balance and recent usage. Credits from one-time packs never expire, while monthly and yearly plan credits refresh on each renewal. ### How do I cancel or change my plan? Go to Settings → Billing to upgrade, downgrade, or cancel at any time. Upgrades take effect immediately with a prorated charge; downgrades and cancellations take effect at the end of the current billing period, and you keep access until then. ### Can I get a refund? Monthly and yearly subscriptions can be refunded within 14 days if usage has been minimal. One-time credit packs are non-refundable once the credits are added to your account. For exceptional cases, [contact support](mailto:support@framepack.studio) and we'll review it. See our [Refund Policy](https://framepack.studio/refund-policy) for details. ### My videos look low quality or distorted. How do I improve them? Write a clear prompt that names the subject, motion, lighting, and style, and add a short negative prompt for defects you actually see. Try a different model or a higher resolution. Most quality issues are prompt-related rather than bugs. ### Is my data and payment information secure? Use Settings → Billing for payment methods and invoices, and do not send card details by email. See our [Privacy Policy](https://framepack.studio/privacy-policy) for how account data is handled. ## Still need help? Can't find the answer here? Email our support team at [support@framepack.studio](mailto:support@framepack.studio) and we'll get back to you, usually within one business day. ## Reporting prohibited content To report content, an account, or a shared link that breaks our rules, email [support@framepack.studio](mailto:support@framepack.studio) with `[Report]` at the start of the subject line. You do not need an account to send a report. Include a link to the content and what is wrong with it. We confirm receipt within one business day, and escalate reports of child sexual abuse material, non-consensual intimate imagery, and credible threats of harm immediately. The full reporting process is in our [Terms of Service](https://framepack.studio/terms-of-service).