When Support Looks at Your Account: What They Can See, What They Cannot Do

Quick answer: When you report a problem, support may open your account to see what you see: your projects, storyboards, sheets, clips, credit history and orders. That view is read-only by construction: it cannot start a generation, spend or move credits, change any setting, change your language, delete anything, or mark guides as seen. Every request made in that mode is logged with the staff member’s identity. Nothing you have set changes because someone looked. Most reports need no look at all: a screenshot of the card or message, the project name and the time are usually enough.

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

Use the Help window’s feedback with a screenshot: the report carries your account id and the page you were on, which is what support needs first.

What support sees

The same pages you see, as you see them: home, project wizard, episode editors, library, billing, settings. Storyboards and descriptions are readable so a problem in the text can be found; clips can be played. Passwords are never visible to anyone, including staff.

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 — Support opens your account in a read-only mode: every page, no buttons that spend or change anything.

What the read-only view cannot do

Start or stop generations, buy, refund or move credits, change settings (badge switch, interface language, watermark choice), edit or delete projects, sheets or storyboards, change your dialogue or reading language, or dismiss the onboarding tour. The mode refuses those actions at the server; a banner in the view says read-only. Refunds and credit adjustments are done from the back office with a separate audit record, never by acting inside your account.

How it is logged

Requests made while viewing your account carry the staff member’s id and are written to the request log; credit changes made from the back office are written to your ledger with a reason you can read. Reading Your Credit History.

What to send so nobody needs to look

The exact message or the card showing the state, the project and episode name, the approximate time, and what you expected. The Help window’s feedback form attaches screenshots and your account id automatically. How to Get Help.

Privacy

Your scripts and clips are not used to train models and are not shown to other users; the read-only view exists only to resolve your report. Details in the privacy policy linked in the footer.

Action	Support in read-only view	Back office
Read projects, storyboards, clips	Yes	Yes
Start or stop a generation	No	No
Spend, buy or move credits	No	Adjust with audit record
Change your settings or language	No	No
Delete anything	No	No
Refund an order	No	Yes, logged

FAQ

Can support generate a clip to test on my account?

No. The view cannot start generations; tests are run on staff accounts.

Did someone change my language?

Not from the read-only view; it cannot. Check the top-bar language menu on this browser.

Can support see my password?

No one can; passwords are not stored in readable form.

Will I be told when my account was viewed?

There is no notification; the log exists and is used for audit.

Can I refuse?

Say so in your report and support will work from screenshots only.

Send the screenshot first

Most reports are solved from the card and the time; a look inside is the exception.

Open Help

Updated September 27, 2026