Support帮助与支持

01Contact

Email support@scenemixer.com. We reply on business days, typically within 2 business days. There is no phone support. Please write from the email address on your account and include: the project / episode / task number (shown on the task), what you expected, what happened, and a screenshot if there is one. Signed-in users can also use in-app feedback (the ⓘ button in the top bar, or the menu on mobile): reports arrive with your account attached and our replies show in the same panel.

02Generation problems

• A task that fails before reaching the model provider, is rejected by content moderation, or times out upstream is refunded automatically; only delivered results are charged.
• A task shown as “checking” or “held for review” is one where the provider result is ambiguous. We check the provider side and refund if it did not deliver — nothing is charged silently.
• Quality is inherent to generative models: an output that is delivered but not to your taste is not a failure. Edit the storyboard text and regenerate; each generation is priced before you confirm.
• Persistent failures for the same segment: send the task number — we can see the provider error.

03Billing

• Prices are shown before every confirmation; see Pricing. Receipts are issued by the payment processor (Stripe, Alipay or WeChat Pay).
• Refunds and cancellations: see the Refund & Cancellation Policy.
• Duplicate charges or a charge without delivery: email us with the order number within 7 days.

04Account & data

• Language, notifications and the AIGC badge setting are in Settings in the app.
• Delete your account from Settings → Delete account. Projects and generated files are removed (with a short grace window for accidental deletion); see the Privacy Policy for retention.
• Data access / export / correction requests: email us from your account address; we respond within 30 days.

05Reporting content

• Copyright: follow the Copyright & Takedown procedure.
• Abuse, illegal or harmful content: email support@scenemixer.com with the page URL or share link. We act under Section 04 of the Terms.

06Service status

Planned maintenance is announced in the in-app notification bell. If the service is unavailable, tasks already submitted are not lost: they continue or are refunded under the rules above.