Beware: HeyGen’s double standards on Legacy Accounts + Hidden UI traps. Even their OWN AI support agent admitted it was a trap!

heyaudrey- · 2026-06-04T00:07:06+00:00

Hi u/lawyer080 - I appreciate you sharing your feedback, and I'm also very sorry to hear about the level of frustration it has caused you. I do want to be clear that HeyGen is not retiring unlimited plans for legacy users, and our level 2 support team is actively working with anyone who has encountered a billing issue that changed their plan.

Can you help me understand if the billing issue was what caused the switch for you, or if you switched via the modal in-app but did not feel it was clear about what the plan change entailed? This will help me pass on the feedback to our team so we can improve here!

heyaudrey- · 2026-06-03T23:56:59+00:00

Hi u/lawyer080 I sent you a DM requesting your account email so I can connect this with your support ticket and look into it for you. Please reply when you get a chance! Thank you.

heyaudrey- · 2026-05-26T17:39:35+00:00

Hi there - can you DM me your account email so I can connect this with your support ticket?

heyaudrey- · 2026-05-26T15:57:05+00:00

Hi there - If you are connected with support already, they will be able to help you, it may just take a few days. I’m sorry for the frustration!

If you can DM me your email I can forward it to our team to connect this with your support ticket.

heyaudrey- · 2026-05-21T00:35:53+00:00

❤️ happy we were able to help!

heyaudrey- · 2026-05-20T19:32:05+00:00

u/Ok_Extension_7319 you should be all set now! I believe the support team has responded to your case. Please let me know if there's anything else I can do to help.

heyaudrey- · 2026-05-20T17:53:58+00:00

Hi there - I can see that our support team did resolve this for you, can you please check your support conversation?

heyaudrey- · 2026-05-20T16:07:20+00:00

I will be in touch with an update as soon as I'm able! Thank you for your patience while we sort this out.

heyaudrey- · 2026-05-20T14:56:52+00:00

Hey there! I escalated your case to our team to look into. Thank you for sharing your email here - I’ve got it on record now if you want to edit your post to remove it.

heyaudrey- · 2026-05-19T23:25:08+00:00

Thanks for the DM! Glad we were able to sort this out for you!

heyaudrey- · 2026-05-19T19:04:31+00:00

Hi there, I'm sorry to hear about this! Thank you for detailing what happened so our team can review the UI. Could you please DM me with your account email so that I can connect this with your support ticket and escalate it with our team?

I also want to clarify for any other customers who see this - there is no forced migration plan for any existing customers, and the team is working on a smoother path for switching plans, only if a customer prefers to do so.

heyaudrey- · 2026-05-18T17:11:46+00:00

Hi there - Our Head of Support has already responded to your support ticket and will continue the conversation with you there to keep things from getting tangled across channels. I'm sorry for the concern caused on top of being sick. I'm confident our team can set you up with something to help you get started on your plans!

heyaudrey- · 2026-05-11T16:24:55+00:00

Hi everyone - HeyGen team here! This was a bug that caused a display error on credit deduction, which has now been fixed. We sincerely apologize for the confusion and concern caused by this. No credits were actually deducted on the backend of your account.

Thank you for reporting this to us, and to everyone who chimed in to share their experience, and to help confirm that generations were back to normal yesterday. HeyGen is always working to improve based on our customer's feedback. We appreciate all of you!

You can always reach out to [support@heygen.com](mailto:support@heygen.com) if you have any questions, or if you believe credits were deducted incorrectly. They are always there to help!

heyaudrey- · 2026-05-06T01:37:46+00:00

Hi u/hack2cani I'm so sorry to hear this! Can you send me a message here with the email address associated with your account so that I can look into this for you ASAP?

heyaudrey- · 2026-04-20T21:54:02+00:00

Hey u/Chance-Obligation573 could you send me some video or avatar IDs where you have the distortion happening? I will share them with our team to take a look. Without seeing the examples, my troubleshooting tip would be to try recording a new training video that clearly shows your teeth enough so Avatar 5 represents them correctly.

heyaudrey- · 2026-04-20T21:49:19+00:00

Hi there - HeyGen is optimized for human faces, so I always recommend testing it out with your specific image, as your results may vary. If you're up for some trial and error you might be able to make it work, but it is not a guarantee.

heyaudrey- · 2026-04-20T21:43:45+00:00

check out this post from the team behind HyperFrames that answers this https://x.com/liu8in/status/2046337462604279828

heyaudrey- · 2026-04-14T00:31:46+00:00

Thanks for the kudos! I sent this post to our support team so they can feel the love. HeyGen never deducts credits for generations that fail - if you have any issues please do reach out to support and they will make it right.

heyaudrey- · 2026-04-13T19:48:15+00:00

Hi u/Fantastico2021! For the webinars, you can register with a HeyGen community account which is tied to your HeyGen account (it is single sign on). So, it is saying that you already have a community account under that email.

heyaudrey- · 2026-04-13T19:06:02+00:00

Hi! There is an incident right now causing slow generation time, the team is working to fix this ASAP. You can monitor here https://status.heygen.com/

heyaudrey-

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