Support

Contact us

Email support@burningbridgesstudio.com for generation, credit, billing, privacy or safety questions. You do not need to sign in to email us. If you can access your account, open a support ticket to keep the conversation and replies together.

What you need to create a video

For a new video, upload one authorized photo of an adult. The system generates a video with preset AI prompts, so you do not need to write a prompt.

Include the information needed to investigate

• Your account email and a brief description of the issue.
• The task reference and approximate time for a generation problem.
• The order reference, purchase date and payment provider for a billing question.
• The relevant page or media link for a privacy or safety request, and your relationship to the material.

Do not include passwords, API keys, full payment-card details, card security codes or unrelated sensitive photos. We may ask for additional information to establish that you can act for the account, purchase or affected person.

A generation is taking longer than expected

Generation is estimated to take about 10 minutes, and busy periods may take longer. Check the saved task in My videos. You can refresh or return with the same account to continue following progress. The studio checks interrupted submissions automatically when task status updates; avoid creating another paid attempt while the first is unresolved. Email us with the task reference if its status remains unclear.

Credits, purchases and refunds

The studio uses one-time credit packs. Sign-in is required to generate videos. Signup does not include free generation credits; purchase a credit pack before starting a new video if your balance is insufficient. Each new task deducts 100 credits after required input checks pass; a request stopped before that deduction uses no generation credits. Confirmed technical failures return the task’s credits once. New submissions start generation directly and cannot be canceled through the studio; only older tasks still awaiting confirmation have a cancel-and-return option. A credit return does not refund the original payment. Read the Refund Policy for purchase-refund requests.

Privacy, likeness and harmful content

For access, correction or removal requests, identify the account, task or file and explain your connection to it. The Privacy Policy explains current storage and retention. For unauthorized likeness use or prohibited material, follow the Safety reporting instructions. Email is available if you cannot sign in or do not have an account.

Responses and service availability

We review requests with the information provided and may need to ask questions before resolving them. We do not publish fixed support hours or guarantee a response, refund or removal deadline. Service and purchasing availability are shown in the studio and checkout. The support mailbox is not an emergency service.