Paid but cannot find your credits?
Open Find my credits and orders and use the same Google account or verified email used for your purchase. A different receipt email does not transfer ownership. Your billing page shows existing orders and payments. Credits arrive only after confirmed payment; returning from Stripe does not itself grant credits.
Left checkout or closed the tab?
Continue the existing order from billing instead of buying again. A pending or under-review order can be recovered after signing in. Keep its order ID if you contact support. If a payment is uncertain, check its existing status rather than creating repeated payments.
Photo cannot be opened?
Choose one adult photo you have permission to use. Photos up to 40 MB are prepared locally. HEIC decoding depends on your browser; export JPEG if necessary. If local draft saving fails, keep the tab open, retain the selected photo and retry saving before leaving. See the photo guide.
Video still processing or under review?
Check your videos. The fixed scene creates an approximately 11-second MP4; processing can take longer and varies with photo review and provider load. Refreshing should recover the original task. Do not repeatedly click Generate or submit a replacement while the original status is uncertain.
A confirmed technical failure releases reserved credits. An uncertain response remains under review and does not mean the provider stopped. Releasing credits is different from refunding your card.
Download or refund help
Completed videos are private and available for download for seven days. Download a copy you want to keep. Review the refund policy for unused, unreserved purchased credits.
Email support@flamingofloatai.com with your order or task ID. Do not send passwords, card details or verification codes. Buying another pack is not required to receive help.