Support

Contact support

Email support is available at support@movelume.com. For an account-specific issue, you can also use the signed-in Support tickets workspace.

Do not send passwords, one-time codes, full payment-card details, API keys, or unnecessary private media by email or ticket.

What support can cover

Use a support ticket for:

• sign-in, account access, profile, or suspected account compromise;
• a local draft that did not survive the expected 24-hour window;
• an image that will not upload or a request blocked by a safety check;
• a generation cost, plan benefit, credit balance, or expiry question;
• a generation that is stuck, failed, duplicated, or showing an unclear message;
• opening, downloading, or finding a result, or checking when it expires;
• a subscription, pack, invoice, cancellation, refund, or chargeback question;
• a privacy access, correction, export, restriction, objection, or deletion request;
• an intellectual-property, impersonation, non-consensual media, child-safety, abuse, or security report.

What to include

Help us find the problem without sending your private files again:

• the email associated with the Movelume account;
• the generation, ticket, order, or invoice reference shown on the page;
• the page URL and approximate time of the event;
• the message you see and whether credits were deducted;
• what you expected, what happened, and whether you were offered a retry;
• a redacted screenshot only when it materially helps explain the interface state.

For a privacy request, state the right you want to exercise and the account concerned. Movelume may need to verify identity before returning, changing, or deleting account data.

Do not send secrets

Never include a password, one-time code, API key, authentication cookie, full payment-card number, private file link, or unredacted government ID in a support ticket. Movelume support should not ask for those values.

Do not re-upload illegal, exploitative, or non-consensual media merely to prove a safety report. Share the generation reference and a short description so our support team can investigate.

A generation is stuck or failed

Tell us what happened to the generation and its credits:

• Generation progress may show that it is waiting, processing, complete, or failed.
• Credits may show that they were not charged, were charged, or are being returned.

Refreshing the page does not start a new generation. If you cannot tell whether a request has started, keep its reference and contact support instead of clicking Generate again. Credits returned after an eligible failed generation are separate from a refund of a payment.

Billing and cancellation

For a billing request, use the order or invoice reference shown in your account or payment receipt. You can review plan prices and billing periods on the Pricing page before buying.

To stop future renewals, use Billing settings. To request a refund, email support@movelume.com or open a support ticket with your order reference and purchase date. First subscriptions and unused credit packs have a 7-day voluntary request window; unused accidental renewals have 72 hours. A permitted, previously disclosed deduction for actual non-returned payment processing fees may apply, capped at 6%. We explain any deduction before processing. Billing errors and statutory remedies receive a separate review. See the Refund Policy for the complete conditions. Cancellation alone does not refund a payment; credits returned after a failed generation are also separate from a cash refund.

Privacy and safety requests

For privacy, identify the account and the request, but avoid attaching unnecessary media. The Privacy Policy explains what information we handle and how long we keep it.

For an immediate threat to life or safety, contact the appropriate local emergency service. Movelume support is not an emergency, medical, legal, or law-enforcement service. Where law requires a report or preservation request, authorised authorities may contact support@movelume.com.

Response and service status

We aim to acknowledge a support request within two business days. Resolution may take longer if we need to verify your identity, check generation or payment records, investigate a safety report, or meet legal requirements.

If the service is unavailable, keep your draft or generation reference and avoid duplicate submissions. Share the error message and when it appeared. We will explain the next step after checking the problem. Support cannot guarantee a particular generated result or approve a refund before reviewing the purchase.