Support & Help Center
How can we help?
Find answers about your account, billing, credits, and video generation below — or reach the Seedance 2 Pro team directly at support@seedance2.pro. Most questions are answered on this page in a couple of minutes.
Ways to get help
- Email support — Write to support@seedance2.pro for account, billing, and generation issues. We usually reply within one business day.
- Help articles & FAQ — Browse the questions below for instant answers on credits, refunds, plan changes, and video quality.
- Documentation — Read the docs for prompting guides, model notes, and step-by-step text-to-video and image-to-video workflows.
Before you contact us
These quick checks resolve most reports and help us answer faster when you do write in:
- Check your credit balance. Open Settings → Credits to confirm you have enough credits for the model and resolution you selected.
- Refresh and retry the generation. A failed or stuck video can usually be fixed by reloading the page and submitting the prompt again — failed generations are not charged.
- Gather the details. Note the prompt, model, time of the issue, and any error message. Including these in your email lets us reproduce and resolve it quickly.
Popular help topics
Account & sign-in
Reset access, change your email, or recover your account. If you can't sign in, email us from the address on your account and we'll help verify and restore it.
Billing & subscriptions
Manage plans, payment methods, invoices, and cancellations from Settings → Billing. All payments are processed securely by Stripe. See Pricing for current plans and credit packs.
Credits & usage
See how credits are spent per generation, when plan credits renew, and why one-time credit packs never expire. Your current balance and recent usage are in Settings → Credits.
Video generation & quality
Improve results with clearer prompts and negative prompts, choose the right model, and fix common quality issues before assuming a bug.
Frequently asked questions
How do I contact support?
Email support@seedance2.pro with a description of your issue. Include your account email, the prompt and model you used, and any error message so we can help faster. We typically reply within one business day.
My video generation failed — was I charged?
No. Failed generations are not charged, and any credits reserved for them are returned to your balance. Reload the page and submit the prompt again; if it keeps failing, email us with the prompt and model and we'll investigate.
I can't sign in to my account. What should I do?
First try resetting your password from the sign-in page. If you still can't get in, email us from the address associated with your account and we'll help verify your identity and restore access.
Where can I see my credits and usage?
Open Settings → Credits to view your current balance and recent usage. Credits from one-time packs never expire, while monthly and yearly plan credits refresh on each renewal.
How do I cancel or change my plan?
Go to Settings → Billing to upgrade, downgrade, or cancel at any time. Upgrades take effect immediately with a prorated charge; downgrades and cancellations take effect at the end of the current billing period, and you keep access until then.
Can I get a refund?
Monthly and yearly subscriptions can be refunded within 14 days if usage has been minimal. One-time credit packs are non-refundable once the credits are added to your account. For exceptional cases, contact support and we'll review it. See our Refund Policy for details.
My videos look low quality or distorted. How do I improve them?
Write a clear prompt that names the subject, motion, lighting, and style, and add a short negative prompt for defects you actually see. Try a different model or a higher resolution. Most quality issues are prompt-related rather than bugs.
Is my data and payment information secure?
Yes. Payments are handled entirely by Stripe, which is PCI DSS Level 1 certified — we never see or store your card details. See our Privacy Policy for how account data is handled.
Still need help?
Can't find the answer here? Email our support team at support@seedance2.pro and we'll get back to you, usually within one business day.