Help & Support

Every signed-in page has a life-buoy Help button next to the notification bell. It opens a side panel with your conversations, and you can start a new one without leaving what you were doing. The same conversations live at vidnext.ai/support, and every reply also reaches you by email — you can answer straight from your inbox.

Where to find it

• The Help button Show me in the app ↗ in the top bar (on phones it is in the menu under Help).
• Get help Show me in the app ↗ on a video that stopped — on the dashboard card, on the project page and in the auto-pipeline view. The conversation opens with that video already attached.
• Contact support on the credits and billing pages when something is off with a charge.
• The Help & Support page at vidnext.ai/support — the full history, and the place email links open.

Starting a conversation

1. Optionally pick what it is about: Video generation, Editor, Planner, Billing & credits, Account, Idea or request or Something else — skip it and we sort it for you.
2. Write what happened — that is the only required field. The conversation is named after your first line and gets a proper short title a few seconds later. Screenshots help a lot — paste them straight into the message, drop files onto the panel or use the paper-clip. Up to 5 files per message, 25 MB each: images, video, PDF and log/text files.
3. Check the What we'll attach card. When you came from a video, its title, status and error text are attached; Page & browser details (the page you were on, your browser, screen size and timezone) are attached by default so we can reproduce the issue. Untick anything you would rather not share, or Attach a video to add one yourself.
4. Send. You get a ticket number, and the conversation stays open in the panel and at /support.

Chatting with the assistant

Right after you send, the VidNext Assistant may answer — built from these docs and clearly labelled as automatic. You can keep asking: while the assistant is handling the conversation you'll see it typing, and each answer comes with This solved it and I still need a person underneath. The assistant only answers what the docs cover. When the docs don't cover your question it doesn't guess — it asks Want me to pass it to a person from the team? with two buttons: Yes, connect me with a person alerts the team and they reply here and by email; No, that's all marks the conversation solved (reply any time to reopen it). Pricing and credit questions are answered from these docs. Anything about your own payments, refunds, charges or account, and anything you explicitly ask a person for, goes straight to the team without asking.

Answers can carry Show me chips next to the controls they mention. Click one and the app opens the right page, scrolls to that control and highlights it; the help panel folds into a Back to chat pill so you can return to the conversation with your draft intact. If the control isn't on the page yet — say, the music section before you have typed a topic or picked a voice — the guide points at what to do first, then moves on to the control by itself as soon as it appears (opening the right tab or section on the way). The same links appear across these docs as Show me in the app.

Online badge and reply time

The conversation header shows whether the team is online right now and how quickly it usually replies (based on recent conversations). When the team is away, replies still come — in the app and by email.

Replies

• In the app: replies appear in the open conversation within a second or two, the bell shows a notification, the Help button shows a dot, and the conversation marks the first unread message with a New line.
• In your browser: after your first message you can turn on browser notifications for replies (also under the ⋯ menu of a conversation). You get one when a reply lands while the panel is closed or the tab is in the background; clicking it opens the conversation.
• By email: every reply arrives from VidNext with the ticket number in the subject. Reply to that email and your answer lands in the conversation (shown there with a small via email tag). Attachments you add to the email come along too.
• The Support replies toggle Show me in the app ↗ in Settings → Notifications switches the emails off if you only want the in-app thread.

Statuses

Use Mark as solved Show me in the app ↗ whenever your question is answered, and rate the conversation (thumbs up or down, with an optional comment) once it is resolved — it helps us improve.

What the team can see

The team sees your account email, plan and credit balance, the videos you made recently, the details you chose to attach and the conversation itself — never your password or payment card. Attachments are private to you and the team.

Suspended accounts

A suspended account cannot open the app, so the suspension screen links to support@vidnext.ai instead.