If you are stuck and the rest of the help center did not solve it, write to us. We answer every message and we read every word.
How to reach us
The fastest channel is the in app support widget. Click the question mark in the top right of any Videna page and pick Contact support. The form is short. Your store URL and email are filled in automatically. Tell us what you were trying to do, what you expected, and what actually happened. Include screenshots if you have them.
You can also email support at videna dot app. We monitor that inbox during business hours and reply with the same priority as the in app form. Either channel reaches the same team and the same queue.
What to include
The four things that help us answer fastest are: your store URL, the timestamp of the action that went wrong, the steps you took, and the result you saw versus the result you expected. Screenshots and short screen recordings are gold. If your question is about a specific video, paste the video URL from the player. We can pull every detail of that generation from the URL.
Response times
We aim for first response within four business hours during weekdays and within one business day on weekends. Most issues are resolved in the first reply. Issues that need a code fix or a product change are tracked in the open and we will tell you when a fix ships.
What we cannot help with
We cannot help with content moderation appeals on Meta, TikTok, or YouTube if your video was rejected by their ad review. Those reviews are owned by the platforms. We can help you understand why your video might have been rejected and rewrite your prompt to avoid the same issue next time.
We cannot give refunds for credits spent on videos that finished but did not match your vision. The model did its work and the credits are spent. We can help you write better prompts so future generations land closer to your intent.
Feature requests
If you have an idea for what Videna should do next, send it through the same channel and label your message Feature request. We log every request and the team reviews them weekly. We will not always build what you ask for, but we always read it and we always respond.
Status page
If many things are broken at once, check the status page at status.videna.app before writing in. Active incidents are posted there with timestamps and updates as we resolve them.