Contact AI Video Shop

Email support

Email [email protected]. You do not need an account to email us. AI Video Shop operates from Hong Kong.

Order or generation problems

Include the order reference, template, purchase date, selected quality, and a description of what went wrong. If available, add the displayed error message. Never include a password, full card number, or card security code. Signed-in customers can also open a support ticket.

Privacy and photo permissions

Use the subject “Privacy request” for access, correction, or deletion questions. For an unauthorized portrait or media complaint, provide the affected page or order reference and explain your connection to the material. Do not email identity documents unless we explain a necessary verification step through the support conversation.

Refund requests

Read our Refund Policy, then send your order reference and the reason for your request. A failed generation retry and a payment-card refund are separate processes. Reply and payment processing times depend on the request; we do not guarantee a fixed response window.

Before contacting us

Check whether processing is still in progress, whether you are using the same account or recovery access, and whether the video has passed its retention period. Avoid sending other people's photos by email when an order reference is enough to locate the issue.