Support
Hit a snag or have a question? Send us a message and we'll get back to you - usually within one business day.
Prefer email? Reach us at support@creetr.com or hello@creetr.com.
Common questions
How fast do you reply?
One business day for most messages, and same day for anything that blocks a render or a payment. We are a small team in a single timezone, so weekend replies land on Monday. If a message is urgent, say so in the first line and include the email on your Creetr account so we can find it without a round trip.
A render failed or came out wrong. What should I send?
Send the product link you started from, the approximate time you ran it, and the script or angle you picked. Those three details let us pull the exact job from our logs. Screenshots help for layout and caption issues; for audio or lip-sync problems the video itself is more useful than a description. Failed renders do not consume credits, and if one did, we return it.
How do billing, upgrades and refunds work?
Plans are billed monthly or yearly through our payment provider, and you can cancel at any time from the billing page in your dashboard - access continues to the end of the period you already paid for. Upgrades are prorated against the time left on the current plan. If you were charged for something you did not intend to buy, email us with the receipt and we will sort it out rather than argue the fine print. See the pricing page for what each plan includes.
Do credits expire?
Monthly credits reset with each billing cycle and do not roll over, so plan your batch renders inside the month you paid for. If you are unsure how many credits a campaign needs, message us with the number of ads and variants you want and we will estimate it before you upgrade.
Can I delete my account and data?
Yes. Email support from the address on the account and we will delete the account, its generated videos and the associated records. What we keep afterwards and for how long is set out in our privacy policy, and the terms of the service are in the terms and conditions.
Want a feature, or found a bug?
Both go to the same inbox and both get read. Feature requests that come with the actual job you are trying to do tend to get built first, because they tell us what the product is missing rather than which button to add. While you wait, the free tools and the guides cover most of the scripting, sizing and pricing questions we get asked.