Help
Chat, tickets and contact
You can reach our support team three ways: the chat bubble on the site (only when you are signed in), a ticket on the Support page in your account, or the public Contact page with its form and email address. Use a ticket when you want a written thread you can come back to.
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Steps
Open a ticket (signed in)
- Go to Support. In the left menu press Support (
/app/support). The page is headed "Support". - Start a ticket. Press + New ticket. A box titled "New ticket" opens.
- Fill it in. Write a Subject (3 to 200 characters) and a Message (at least 10 characters). For a video, paste the project link and the exact message the page shows.
- Send. Press Send. The ticket appears in your list; open it to read replies and answer in the reply box.
Use the chat bubble (signed in)
- Sign in. The chat bubble appears in the corner of the page. It is not shown to signed-out visitors.
- Type your question. You are signed into the chat with your account, so our support team can see who you are.
Contact us without signing in
- Open Contact. Press Email support to write to support@reviral.ai, or fill in the form "Send us a message": Your email, Subject ("What can we help with?") and Message ("Include your account email and a project link if it's about a render.").
- Press Send message.
At a glance
| Way | Who can use it | Limits |
|---|---|---|
| Chat bubble | Signed-in accounts only | — |
Support tickets, /app/support | Signed-in accounts | 5 new tickets and 30 messages per hour; subject 3–200 characters; message 10–5,000 characters |
Contact form, /contact | Anyone | — |
| Anyone: support@reviral.ai | — | |
| Reply time | As soon as possible | — |
| Cost | Free | — |
Troubleshooting
| Message | What to do |
|---|---|
| "Subject must be 3–200 characters." | Shorten or lengthen the subject. |
| "Message must be at least 10 characters." | Add more detail. |
| "Too many support requests. Please wait and try again later." | You sent more than the hourly limit; wait, or add to your open ticket. |
| "Couldn't send. Try again or email us." | Press Send again, or email support@reviral.ai. |
| "Support is being set up — please email us for now." | Tickets are not available right now; email support@reviral.ai. |
| "Couldn't load support" + Retry | Press Retry, or reload the page. |
Before you write in, check Every error message and what to do: most failed videos explain the fix on the page, and their credits come back automatically. Billing questions: see How credits work, the refund policy and plans and prices.
FAQ
Why don't I see the chat bubble?
The chat bubble only shows after you sign in. If you are signed in and still don't see it, open a ticket at Support or use the contact form.
How fast does support reply?
Our support team replies as soon as possible. Ticket replies appear in the same ticket on the Support page.
Can I contact support without an account?
Yes. Use the form on the Contact page or email support@reviral.ai.
What should I include about a failed video?
Your account email and the project link from the address bar of the video's page. Add the exact message the page shows.