Troubleshooting & Support

Fresh

Sources: How to Find Customer Support

Key Takeaway

Creatify offers multiple support channels including AI chat, live agents, feature requests, and bug reporting -- all accessible from the purple chat icon in the bottom right corner.

Getting Help

Chat Support

1. Click the purple chat icon in the lower right corner of the screen
2. The chat box opens with options to:
   • Search for help -- browse help articles
   • Chat with AI -- get instant answers from the AI assistant
   • Send us a message -- chat with live agents and experts
   • Give feedback -- request features or report bugs

Reaching a Live Agent

1. Click the purple chat icon
2. Click Send us a message
3. The automated chat handles common questions first
4. Keep clicking through until "Talk to an expert" appears
5. A live agent will assist you with your concern

Feature Requests & Bug Reports

1. Click the purple chat icon
2. Click Give Feedback
3. Choose:
   • Request a feature -- suggest new functionality
   • Report a bug -- describe the issue you encountered

Common Issues & Solutions

Video Quality Issues

Issue	Solution
Avatar lip sync looks off in preview	Render and export -- sync is usually correct in final output
Low resolution output	Check export settings; upgrade plan for higher resolution
Audio not matching video	Click Render Audio after any voice/accent changes

Script and Voice Issues

Issue	Solution
AI mispronounces product name	Use the Pronunciation icon to input phonetic spelling
Voice sounds robotic	Add pauses (0.4-0.5s) between sentences
Numbers read incorrectly	Use the Pronunciation icon to input the spoken version
Voice does not match after changes	Always click Render Audio after changing voice or accent

Asset and Media Issues

Issue	Solution
URL scraping missed images	Upload additional media manually via the + button
Wrong images scraped	Delete unwanted images from the asset panel
Video assets too long	Drag edges of clips on timeline to trim
Product page has few assets	Use the Asset Generator to create new visuals

Music Issues

Issue	Solution
Music not commercially licensed	Mute default music, add platform-commercial sounds after export
Music too loud over voice	Adjust volume slider in the top right corner

Export and Launch Issues

Issue	Solution
Cannot launch to ad platform	Verify your ad platform account is connected
Wrong aspect ratio	Re-export with correct ratio (9:16, 1:1, or 16:9)
Video not rendering	Check credit balance; try re-rendering

Best Practices to Avoid Issues

1. Always click Render Audio after any voice, accent, or script changes
2. Review scraped media before generating -- remove low-quality assets
3. Upload additional media if the product page has limited visuals
4. Preview before rendering to catch issues early
5. Use the editor for fine-tuning before final render
6. Keep Creatify updated -- new features and fixes are released regularly