How to contact AvatarFactory support and what to include
How to reach a person at AvatarFactory support: the contact form on the help center and in the app, what to include, and how fast we answer.
This guide shows you how to reach a person at AvatarFactory and what to put in the message so the first reply is the fix, not a question. There is one form, in two places: Contact support on the help center, and the Help page inside the app. Both land in the same inbox, and a person reads every message.
Send the form from the help center
Go to Contact support and fill in the card under Send a message. It asks for these, and each one saves a round of questions:
- Email on your account. The address you signed up with, so we can find your account. We reply to that address.
- What can we help with? Pick the closest of the nine options:
- How do I…
- My video or render failed
- Avatar, face or voice problem
- Credits, limits or plan contents
- Billing, invoices or my card
- Sign-in or account access
- I want a refund
- Custom plan, bulk credits or partnership
- Something else
- What were you trying to do? One line is enough. It tells us which screen you were on.
- What happened instead? Paste the exact error text if you saw one. The wording tells us which failure it was.
- Video or job ID, optional, for anything about a render. Open the video
in the app: the ID is the number at the end of the page address, after
/app/videos/. - Screenshot, optional. One PNG or JPG, up to 15 MB.
Your browser and operating system come along on their own, so the form does not ask.
Press Send to Support. The card changes to a sent message with a
reference like AF-4K7Q2P. Keep it. If you write again about the same
thing, quote it and we continue from where the first message stopped.
If the send fails, nothing you typed is lost. Press Send to Support again, or copy the message into an email to Support@AvatarFactory.IO.
Send it from inside the app
Open Help in the app and scroll to the panel titled Stuck? Talk to a human. It is the same form with less to type: the app already knows your email, your plan and your last video, so they ride along as chips. You pick the category, write what you were trying to do and what happened, and add a screenshot if you have one.
On a video that failed, press Get Help With This. It opens the same panel with the category set to “My video or render failed” and the video attached, so there is one answer left to write.
Prefer your own mail app?
Write to Support@AvatarFactory.IO. It reaches the same inbox. Nothing is filled in for you there, so include the email on your account, what you were trying to do, what happened (with the exact error text), and the video or job ID if there is one. A screenshot helps.
What happens after you send
We answer within one business day, usually the same day, to the email on your account. Influencer plan customers get priority support. If nothing has landed by the next working day, check your spam folder, then reply on the same thread with your reference.
Before you write
Two things are worth thirty seconds first, because they often answer the question faster than we can:
- Search the help center. Every screen, every error message and every plan question has an article.
- If a render failed, Rendering failed names each message and its fix, and Do I get my credits back? answers the credits question. A render that fails returns its credits.