Support

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 send in-app feedback: open Ask AI in the top bar (on a phone, the Ask AI button in the menu) and press Send feedback, or open My feedback in the account menu. 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 (card payments, or PayPal).
• 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 (the gear icon in the top bar).
• To delete your account, write from the email address on your account to support@scenemixer.com and ask — there is no self-service button on the website. Projects and generated files are removed and deletion is final; Delete Your Account has the steps. 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 notification bell in the top bar. If the service is unavailable, tasks already submitted are not lost: they continue or are refunded under the rules above.