What Ask AI Can Look Up in Your Own Account

Quick answer: Since October 2026, the Ask AI help window can look things up in your own account when your question needs it: your balance and held credits, recent credit history, recent generations and why one failed, your projects with their episodes and segments, your top-up and membership orders, your plan, referral rewards and storage. It reads, it never changes anything: it cannot refund, cancel, regenerate or edit. It only sees your account, never anyone else’s. Ask in plain words and name what you mean — “why did segment 5 of episode 2 in Night Market fail?” — and the answer comes with links to the guides it used.

Still from “The Last Envelope”, an AI short drama generated end-to-end by SceneMixer (6 characters, 1 episode) — Sample: “The Last Envelope” — Realistic HD, 1 episode, produced end-to-end by SceneMixer from the script · watch the episodes

Open Ask AI (the capsule in the bottom-right corner, or the speech-bubble icon in the top bar), tap Where did my credits go? under Common questions, then press Ask this.

What changed

The help window used to answer from the guides only and could not see your account. Since October 2026 it can also read your own records, and its greeting says so: You can also ask about your own projects, credits, membership and top-ups: I’ll check your account’s records to answer, and I can only see yours.

If the greeting does not include that sentence, looking up accounts is switched off for the moment and the window answers from the guides only. Everything else about the window — where it is, the hourly and daily limits, sending feedback when it does not solve the problem — is unchanged. The Ask AI window and official replies.

What it can look up

Area	What it can see	Ask like this
Credits	Your balance, credits held right now and which tasks hold them, your recent credit history	“Where did my credits go this week?” “Why are some of my credits frozen?”
Generations	Your recent tasks, their status, and in plain words why one failed (blocked by review, a temporary service problem, a reference image issue…)	“My last video failed. Did I get the credits back?”
Projects	Your projects, their episodes and segments; for a segment you name, its storyboard text	“In Night Market, episode 2, segment 5: why is the other guy in the shot?”
Orders and plan	Your credit top-ups, membership orders and current plan	“Did my last top-up go through?” “Which plan am I on?”
Referrals	Your referral rewards	“Have I earned anything from my invite link?”
Storage	How much of your file space is used	“How much storage do I have left?”

It looks only at what your question is about: ask about credits and it reads your credits, not your projects. Lists are the most recent entries, not your whole history; when there are more than it was given, it says so instead of pretending the list is complete. If one part could not be read at that moment, it says that part is unavailable and answers the rest.

How to ask so it finds the right thing

Name the project. Use the name as it appears on the project card. If two projects have similar names, it asks which one you mean.
Give the episode and segment number for anything about one clip: “episode 3, segment 12”.
Ask from the page. When you open the window inside a project or an episode, it knows which one you are looking at.
Say it is about your account. A general question (“how do refunds work?”) gets a general answer from the guides and a pointer to where you can check yourself; “check my credits” or “look at my last task” tells it to read your records.
Use the two account questions under Common questions: Where did my credits go? and A generation failed — did I get my credits back? Tap one, read the general answer, then press Ask this to have it check your own records.

What it cannot do

Change anything. No refunds, no cancelling a plan, no regenerating, no editing a storyboard, no moving credits. It explains and points you to the button or page that does it.
See other people’s accounts. Asking about a sample or a shared project that is not yours does not open it; it can only describe your own.
See payment details or passwords. Card numbers and passwords are not in what it can read.
Promise an outcome for credits under review or a payment still processing. It tells you the current state and what happens next.

For anything that needs a person — a refund decision, a charge you do not recognise — use Still not solved? → Send feedback in the same window: your questions and the answers go with it. How to get help.

Questions it answers well

Question	What it does
Where did my credits go?	Reads your recent credit history and tells you which project and step each charge went to.
A generation failed — did I get my credits back?	Finds your recent failed tasks, says in plain words why each failed, and whether the credits came back or are held for review.
Why are credits frozen?	Lists the tasks holding them right now: running jobs, or ones held for review.
Why does this shot have the wrong person in it?	Reads the storyboard text of the segment you name and points at the line that causes it.
Did my payment go through?	Checks your recent orders and their status.

Privacy

It reads only when your question needs it, and only your own account.
It cannot write to your account; every lookup is read-only.
The text of help conversations is kept for 30 days and then deleted.
Do not type personal or sensitive details into the window; it does not need them to look things up.

Support staff reading your account when you report a problem is a separate thing, also read-only: What support can see and do in your account.

Checking it yourself

Everything the window can read, you can also open yourself:

Credits: click your balance at the top right; the latest entries are listed, and View all opens the full Credit History on the billing page.
Orders: Order History on the billing page.
A task: the segment’s card on the timeline and its message. What each task status means.
Storage: the Asset Library. The asset library and the quota.

The SceneMixer episode editor: asset library on the left, the storyboard in the middle, the video preview on the right, and every segment along the bottom timeline — The episode editor: the episode’s assets on the left, the storyboard in the middle, the preview on the right, every segment along the timeline.

It can	It cannot
Read your balance, held credits and recent credit history	Refund or move credits
Tell you why a task failed, in plain words	Regenerate or stop a task
Read the storyboard text of a segment you name	Edit the storyboard
Check your orders and plan	Cancel, upgrade or renew a plan
See your own account	See anyone else’s account or project

FAQ

Can Ask AI see my account?

Yes, since October 2026, but only your own and only to read. It looks at your credits, tasks, projects, orders, plan, referral rewards or storage when your question is about them.

Can it refund me or cancel my plan?

No. It cannot change anything. It explains what happened and points you to the right button; for a decision only a person can make, send feedback from the same window.

Can it see other people's projects?

No. Asking about a sample or someone else's shared project does not give it access; it only reads projects in your account.

How do I make it check my records instead of answering in general?

Say so, for example check my credits or look at my last task, name the project and the episode and segment, or press Ask this under one of the account questions in Common questions.

Why does it say there are more entries than it listed?

It reads the most recent entries, not your whole history, and says when there are more. For the full list open Credit History or Order History on the billing page.

Is it safe? What does it keep?

Every lookup is read-only and limited to your account. The text of help conversations is kept for 30 days and then deleted. Do not type personal or sensitive details into it.

Does it cost credits?

No. Asking is free; there is an hourly and a daily limit on the number of questions.

The greeting does not mention my account. Why?

Account lookups are switched off for the moment, so it answers from the guides only. You can still check everything yourself on the billing page and in your projects.

Ask about your own credits, in plain words

Open Ask AI from any page and try: where did my credits go?

Open SceneMixer

Updated October 13, 2026