SurfStats Support

Get help without guessing what to do next.

Use the self-service paths below for common issues, or send a support request with the details needed to diagnose your account, generation, billing or integration problem.

Contact support Support guide Sign in for diagnostics

For the fastest diagnosis

  • Tell us the exact tool or page.
  • Paste the complete error message or job/correlation ID.
  • Say whether credits were estimated or deducted.
  • Describe the result you expected.
Never send: passwords, API keys, private keys, recovery codes, full card numbers or other secrets.
Choose an issue

Start with the right support path

Each option opens the form with a useful subject and checklist.

Generation or provider failure

Image, video, character, voice, VFX or other AI job failed, stalled, produced an error, or did not complete.

Credits or plan limits

Credit balance, deductions, estimates, daily/per-job guardrails, batch limits or plan-cap questions.

Billing or subscription

FastSpring checkout, subscription, annual/monthly billing, top-ups, duplicate charges or payment questions.

Refund request

Subscription, accidental renewal or unused credit-pack refund request. Read the refund policy first.

Account or sign-in

Email/password, Google Sign-In, account access, workspace selection or authentication errors.

Google or YouTube access

OAuth, Google identity, YouTube connection, publishing permissions, revocation or connected-data questions.

Workspace, team or role

Owner, Administrator, Creator, Publisher or Reviewer/Client access and team-workspace questions.

Publishing or export

Publishing Hub, approval handoff, campaign export, social output or destination-platform issues.

Privacy or deletion

Access, correction, deletion, analytics opt-out, Google data removal or another privacy request.

Self-service before opening a ticket

Generation failed

Check whether the job produced a usable output, whether credits were deducted and whether a retry/fallback is available.

Generation help

Unsure which tool to use

Ask Surfstats to turn your goal into an ordered workflow with tool links, settings and credit estimates.

Ask Surfstats

Credits or limits

Credits are the wallet; your plan limits are separate guardrails. Check both before retrying a large job.

Credits guide

Billing or refund

Review the current plan, credit and refund rules before submitting a monetary refund request.

Refund policy

Useful public resources

Getting results Generation help Billing help Pricing Credits guide Google access disclosure Privacy Data deletion Terms
Contact support

Send a support request

Signed-in requests are automatically associated with the active Surfstats workspace when available.

Choosing a category can prefill a useful subject. You can edit the subject afterwards.
Use the email associated with your Surfstats account where possible.
Include enough detail to reproduce or trace the issue. Do not send secrets or full payment-card details.
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Reset

What happens after you submit?

Surfstats records the request and sends it through the configured support-email path. If you are signed in and an active workspace is available, that workspace ID is attached to the request so generation, credit and role issues are easier to trace.

Submitting a support request does not itself cancel a subscription, delete an account, revoke Google access or guarantee a monetary refund. Use the relevant self-service control or policy process where applicable.

Send the tool/page, approximate time, exact error, job/provider/correlation ID if shown, expected result, and whether credits were deducted. Signed-in users can also open Support Diagnostics.

No. Never send passwords, API keys, private keys, recovery codes or full card details. Support should not need those secrets to diagnose your account.

No. Eligible failed generations may have Surfstats credits restored. Monetary refunds for subscriptions or credit packs follow the separate Refund Policy and FastSpring payment process.

Start with the Google Access disclosure to understand normal Sign-In scopes, then submit the exact OAuth/API error through the Google/YouTube support category if the problem continues.

Yes, but Ask Surfstats is usually faster for workflow selection. It turns your goal into a tool sequence with recommended actions and credit estimates.

Not necessarily. Use the Data Deletion page for the available self-service controls and the policy explanation for records that may need to remain temporarily for billing, security, backup or legal reasons.