Product and account support

Email us from the address you use for MuseTalk so we can locate your account. The link opens your email application, where you can review your message before sending.

For a generation issue

Include the job reference, approximate time, browser, what you expected and what happened. Describe whether the problem occurred during upload, quoting, generation, preview or download. Do not attach private footage unless it is needed and an appropriate transfer method has been agreed.

For a billing question

Include the order or subscription reference and your account email. Do not send full card details, security codes, passwords or one-time sign-in codes. A pending payment needs to be confirmed before another purchase is attempted.

Read the refund policy if you want a purchase reviewed. Cancelling future renewal and requesting a refund are separate actions.

Privacy or media rights

Describe the data or content concerned, your relationship to it and the request you are making. Include an accessible reference where appropriate, without sharing unnecessary sensitive information. See Privacy and Terms for the service’s data handling and usage rules.

A useful support message

Use the relevant reference rather than resending the whole project. You can structure your message like this:

Reference: job ID for a clip, order ID for a purchase, or the account email for an access issue.
When and where: approximate date and time, your time zone, browser and device.
Stage: choosing files, uploading, reviewing a quote, waiting, playing the result or downloading.
What changed: the visible error text and what you expected. For a result issue, give the affected timestamps.

A screenshot with unnecessary personal information removed can help explain a control or error. Do not include passwords, one-time codes, full payment details or a private signed media link. If footage is needed for review, agree an appropriate transfer method first.

Before you write

The Help page covers input requirements, free generation, failures, expiry and downloading. The online guide walks through the complete workflow. We do not currently offer a public developer API, bulk processing or local installation support.