# Support and account questions

> Public task guide in English. This is a summary, not a verbatim Markdown alternative to a webpage.

Last reviewed: 2026-10-08 (Asia/Shanghai).
Task: Choose a support route and provide useful non-sensitive problem details.

Public HTML sources:
- [contact](https://facelessreel.app/contact)
- [privacy](https://facelessreel.app/privacy)
- [refund-policy](https://facelessreel.app/refund-policy)

## When to contact support

Use [the contact page](https://facelessreel.app/contact) or email support@facelessreel.app for account access, video generation, credits, billing, output questions, and privacy requests. No guaranteed response time is stated here.

## What to include

Describe what you were trying to do, the affected step, and the error shown. For generation problems, include the generation reference and relevant non-sensitive settings. For billing, include an order or receipt reference. A screenshot may help explain the issue, but remove personal or payment details that are not necessary. Do not send passwords, authentication tokens, or payment-card details.

## Payments and results

A confirmed technical failure and a completed video you dislike are different cases. A technical failure may restore affected credits to their original source and expiry rules; a completed output does not automatically qualify for credit restoration or a cash refund. Check [refund conditions](https://facelessreel.app/refund-policy) before requesting a payment refund.

## Privacy requests

Read [the privacy policy](https://facelessreel.app/privacy) for data categories, retention, and request rights. Contact support to explain your request; account identity may need verification. Do not assume that every provider has identical retention or deletion timing.

## Next step

[Contact support](https://facelessreel.app/contact), [review the workflow](https://facelessreel.app/ai-resources/workflow.md), or [compare credit conditions](https://facelessreel.app/ai-resources/pricing-and-credits.md).