Help and support
Most questions about Scenes AI are about one of three things: how the approval gates work, what a video costs before you make it, or what to do when a generation does not come out right. This page answers those, and the form at the bottom reaches the team directly.
Where to look first
Four places answer almost everything, and each is more specific than a general help article.
- The pricing calculator quotes your exact setup using the same code that bills the account, so a quote and the credits later deducted cannot disagree.
- Every feature page carries its own FAQ, answering questions about that feature in particular.
- The models page lists each video, image and music engine with its real resolutions, durations and rates.
- The form at the bottom of this page reaches a person — use it when the answer is not written down anywhere.
How a video gets made
The pipeline runs in three phases and stops at six approval gates. Nothing expensive happens without you approving it first.
- The three phases are Planning, Building and Review.
- The six gates are script review, the plan gate, reference review, preview review, the hand-off gate, and final review.
- Generation tools stay locked until the plan is approved, and render tools stay locked until the preview is.
- Every clip is image-to-video: the still frame is generated first, then animated. There is no text-to-video path.
Credits and what you are charged for
Credits are prepaid and spent per generation. There is no subscription and no monthly minimum.
- One credit is one US dollar. No subscription, no minimum, no expiry.
- Engines bill either per clip or per second, depending on the engine — the models page says which.
- Any figure shown before a script exists is an estimate: the real scene count is not known until the script is written.
- Generation stops when the balance runs out rather than overdrawing the account.
- Draft clips bill per second, so against a flat per-clip engine a draft pass can cost more than the finals.
When something does not come out right
Most problems have a specific fix that is faster than starting over.
- Closing the tab does not cancel a run. It continues server-side and the stream rejoins when you reopen the conversation.
- A character that drifts between scenes is a reference problem: upload your own photo instead of the generated sheet, then re-approve at the reference gate rather than at the end.
- A message that fails to send shows a retry banner that replays the request — you do not need to retype it.
- Rendering is a long job, not an instant export. It runs to completion in the background.
What to tell us when you report a problem
The form below sends your message and nothing else, so these details are what make a report actionable.
- Which conversation and which episode it happened in.
- Which phase you were in when it went wrong.
- What you expected, and what actually happened instead.
- The exact error text, if one appeared.
Related
- Pricing and calculatorPrice a whole video before you make it. Pay as you go, no subscription.
- FeaturesWhat the pipeline actually does, feature by feature.
- Supported AI modelsEvery video, image and music engine, with real specs and prices.
- Privacy policyWhat we store, how long we keep it, and how to have it deleted.
FAQ
Support questions
Can't find what you're looking for? Visit help and support or email hello@usescenes.com and a human will reply.
Contact
Still stuck? Tell us what happened
This reaches the team directly and a human will reply. The more specific you are about which conversation and which phase, the faster we can work out what went wrong.