1.Payment-related
1.1Subscription and Payment
- Recharge Issue
Question: Unable to complete payment for membership purchase
Answer: You can try several times, such as refreshing the page or restarting the website. If the issue persists, please feel free to contact us via email. This might be a temporary technical issue, and our team will do their best to resolve it promptly.
- How do I upgrade or downgrade my subscription?
Question: My purchased credits haven’t been credited to my account. What’s going on?
Answer: We sincerely apologize for any inconvenience caused by the issue with VIVAGO credits. There may be a slight delay in the credit being reflected in your account. In the meantime, you can try refreshing the page, reopening the website, or logging in again.
If the issue persists, please submit a request through the “Contact Us” page, and our support team will assist you promptly.
- How can I change my subscription plan?
Question: How to change your subscription plan?
Answer: If you would like to change your current subscription plan, you will need to cancel your current subscription before the next billing cycle. Once your current subscription period ends, you can then purchase a new plan.
Here are the steps to cancel your subscription:
- Log in to your VIVAGO account.
- Navigate to the subscription management page.
- Locate the “Cancel” button next to your subscription plan and click on it to cancel your subscription.
Thank you for your understanding and continued support.
1.2Invoice Issues
- How can I get an invoice?
Question: How can a company issue an invoice to an individual?
Answer: As a Stripe Payments user, you will automatically receive an invoice by email upon successful subscription. Additionally, you may email our support team to resolve this issue.
However, I understand that you would like to receive an invoice intended for a company rather than an individual. We apologize, but we are currently unable to support this request.
Question: Cannot find the invoice
Answer: Under normal circumstances, Stripe automatically sends an invoice to the email address you provided during payment. If you haven’t received it, please check your spam or junk mail folder to see if it was filtered there.
Alternatively, you can view your invoice information by going to your personal membership management page and clicking on “View Invoice.”
1.3Points System & Membership Benefits
- Explanation of Points and Membership Benefits
Question: Why am I still unable to access membership benefits after purchasing credits?
Answer: It seems there might be some confusion regarding the use of credits and membership access. Purchasing credits does not equate to purchasing a membership. Only by subscribing to a membership plan can you access exclusive member features, such as:
- Generating multiple images simultaneously
- Creating 10-second videos
- Synchronized audio and video generation
- Downloading images without watermarks
- More membership benefits are still under development
When your membership credits run out, you can purchase additional credits. However, non-members who purchase credits will not be able to use membership-specific features.
We sincerely apologize for any confusion this may have caused. If you wish to use the full range of our services, you can choose a subscription plan that suits your needs at https://vivago.ai/subscribe.
2.Account Issues
2.1Login Verification Code Issues
- Not Receiving the Verification Code?
Question: Is there a problem receiving the Yahoo verification code?
Answer: To ensure you receive future emails, please manually add our address to your Yahoo whitelist. Unfortunately, this step must be completed on your end, as we cannot modify your email provider’s settings.
To whitelist an email address (official@vivago.ai) in Yahoo Mail, effectively ensuring emails from that address go to your inbox instead of the spam folder, you can add the address to your contacts or create a filter. Adding to contacts makes it more likely to reach the inbox, while a filter ensures it bypasses spam altogether.
Here’s how to add an email address to your Yahoo Mail whitelist using the filter method:
- Sign in to your Yahoo Mail account.
- Click the “Settings” gear icon: in the upper-right corner of the page.
- Select “More Settings” from the dropdown menu.
- Go to the “Filters” tab.
- Click “Add new filters”.
- Enter a name for the filter, such as “Whitelist Sender”.
- In the “Set rules” section, choose “From” from the dropdown menu and enter the email address: you want to whitelist.
- In the “Choose a folder to move to” section, select “Inbox”.
- Click “Save” to create the filter.
Alternatively, you can add the email address to your Yahoo Contacts:
- Click the “Contacts” icon.
- Select “Add a new contact”.
- Enter the sender’s information, including their email address.
- Select “Save”.
By following these steps, you can effectively whitelist email addresses in Yahoo Mail and manage where their emails are delivered.
To ensure you receive VIVAGO emails smoothly without manually whitelisting, here are two simple alternatives:
Option 1: Use Third-Party Login
- Sign in via Apple, Discord, or Facebook, then bind your current email to your account.
Option 2: Switch to a Non-Yahoo Email
- Provide us with an alternate email (e.g., Gmail, Outlook, etc.), and we’ll update your account.
- Non-Yahoo addresses rarely face delivery issues—rest assured!
2.2Account Cancellation
- Account Deletion Process
Question: How to delete my account?
Answer: We want to remind you that deleting your account will permanently remove all media files associated with it, including images, videos, and 3D models. This action cannot be undone.
If you have decided to delete your account, please follow these steps:
- Locate your user icon in the upper right corner of the VIVAGO interface.
- Click on it.
- Navigate to Settings.
- Choose Delete Account to proceed.
If possible, could you let us know the reason for deleting your account through the “Contact Us” page?
Your feedback is very important to us. We are continuously working to improve our product and user experience, and we hope to have the opportunity to serve you again in the future.
- Is Account Benefit Transfer Supported?
Question: Can I transfer my account membership and credits to another account?
Answer: Account benefits transfer is currently not supported. You may register a new account and select a suitable plan after your current membership expires.
2.3Account anomaly
- Lost Files
Question: I can’t find the content I previously generated in my account. What should I do？
Answer:1.Go to Assets in your account to access your generated content.
2.Ensure the currently logged-in email address exactly matches the account used to generate the content (including letter case and special domain suffixes).
3.If you previously logged in via third-party authentication (e.g., Discord, Apple ID, or Facebook), please verify you’re using the same login method.
4.If you have multiple accounts, try logging out and signing in with your other accounts to locate your content.
- Membership Benefits Not Activated After Purchase
Question: I have subscribed to a membership, but the membership benefits are not activated.
Answer: We’re sorry for the inconvenience! If you’ve successfully subscribed but your membership benefits haven’t been activated, please try the following steps:
- Refresh the page or log out and log back in – sometimes there may be a slight delay in updating your account status.
- Check if the payment was successful – you can verify this via your “Order History” or by checking the confirmation email.
- Make sure you’re logged into the same account used for the subscription – benefits may not appear if you’re on a different account.
- If the issue persists, please contact us through the “Contact Us” channel, and we’ll assist you as soon as possible.
We sincerely apologize for the disruption. We’re actively working to improve our system and appreciate your patience and support!
3.Content Creation
3.1Issues with Generation Feature
- Unsatisfactory Generation Results
Question: What should I do if I’m not satisfied with the generated results?
Answer: If you’re not satisfied with the generated results, you can try optimizing your prompt or using reference images to improve the output. Our product also includes a Prompt AI Optimization feature, which we recommend you try. Additionally, you can check out high-quality works on our homepage for inspiration and refer to our tutorials available there for guidance.
Here are some tutorial links you may need:
【Basic Tutorial】 Lip Sync：https://vivago.ai/zh/studio/tutorials/6
【Basic Tutorial】 Image to Video：http://vivago.ai/zh/studio/tutorials/5
【Viral Hit】 Miniature Scene：https://vivago.ai/zh/studio/tutorials/4
- Desired Feature Not Supported
Question: What should I do if I can’t find the feature I’m looking for?
Answer: The feature you’re looking for may not be supported at this time. You can submit your request through “Contact Us – email,” and we will carefully consider your suggestion for future updates. Your feedback is highly appreciated!
- Common Feature Crashes and Solutions
Question : Video generation is slow or the queue time is too long.
Answer: We sincerely apologize for the slow video generation. We understand seamless experience is crucial to you.
Due to surging user demand, processing volume has increased significantly. Rest assured, we’re actively optimizing our systems to improve speed.
To ensure your creative efficiency, we recommend activating membership for [Priority Processing Access] to enjoy accelerated generation immediately.
3.2Feature Usage Guide
- Usage Guide
Question: Where can I find the user guide or tutorial?
Answer: Please visit our homepage where you can find a detailed user guide and tutorial to help you get started. Simply navigate to the “Tutorial” section for step-by-step instructions.
Here are some tutorial links you may need:
【Basic Tutorial】Lip Sync：https://vivago.ai/zh/studio/tutorials/6
【Basic Tutorial】Image to Video：http://vivago.ai/zh/studio/tutorials/5
【Viral Hit】Miniature Scene：https://vivago.ai/zh/studio/tutorials/4
Question：How do I move generated content to a folder I created?
Answer: To move images to a specific folder you created, please follow these steps:
- Go to the Assets section.
- Click on the “Select” button located in the upper right corner.
- Choose the generated content you want to move.
- Click on the “Move” button in the upper right corner.
- Select the specific folder where you want to move the images.
If you have any further questions or need additional assistance, please feel free to reach out.
3.4Content Review
- Sensitive Content Generation
Question：Why am I receiving the message “content involves sensitive info”?
Answer：We understand your confusion regarding the message “content involves sensitive info.” This typically occurs when the generated content does not comply with our platform guidelines, and therefore, it cannot be displayed.
We recommend modifying your prompt and trying again. Additionally, please provide us with the prompts you’ve used. This information will help us make more targeted optimizations for the future.
3.5Commercial Copyright Inquiry
- Commercial Copyright Ownership Issues
Question: Can the generated works be used for commercial purposes?
Answer: Yes, you are allowed to use images and videos generated with our platform for commercial purposes. However, the rights to use these images and videos in commercial projects depend on your subscription status:
Plus and Pro Plan Subscribers: You retain full ownership and intellectual property rights of the generated images and videos. This means you can use these creations for commercial projects, and you have the ability to download unwatermarked images and videos.
Free and Basic Plan Subscribers: VIVAGO retains the rights to the images and videos you create. You are granted a non-exclusive, royalty-free license to use the content you generate for commercial purposes. Inevitably, the images free member download will come with a VIVAGO watermark.
Additionally, it is important to note that Vivago is an open tool platform. We do not restrict users from using the content they create with Vivago, but users are responsible for ensuring that these works do not infringe on the intellectual property (IP) rights of others.
Please ensure that you are aware of these terms to maintain compliance with our usage policies.
Question: Is it allowed to use someone else’s work for commercial purposes?
Answer: We wanted to take a moment to clarify our community’s stance on content sharing and usage. We are an open community where users can freely share their content and are encouraged to learn and explore new features. However, we would like to emphasize that directly downloading other users’ content for commercial use is discouraged.
We want to assure you that we are committed to enhancing the AI video generation capabilities on our platform. Our goal is to continuously improve the quality and effectiveness of our AI to elevate your user experience.
We believe in fostering an environment that respects the intellectual property and efforts of all our members. Thank you for your cooperation in maintaining our community’s values.
Question: Is there commercial usage rights included in the free plan?
Answer: The rights to use generated images in commercial projects vary depending on your subscription status:
Plus And Pro Plans Subscribers: You retain full ownership and intellectual property rights of the generated images and can use these creations for commercial projects, with the ability to download unwatermarked images and videos.
Free And Basic Plan Subscribers: VIVAGO owns the rights to the images you create, and you are granted a non-exclusive, royalty-free license to use the content you generate for commercial purposes. Inevitably, the images free member download will come with a VIVAGO watermark.
Please ensure that you are aware of these terms to maintain compliance with our usage policies.
If you have any further questions or need clarification, feel free to reach out.
4.Community Usage
4.1Publishing Issues
- How to Delete Published Content
Question: How can I delete a post that has already been published?
Answer: All images displayed on the VIVAGO website are published by users themselves. Regardless of your subscription plan, you have the option to publish or keep your creations private. If you click the “Publish” button next to an image in your Assets, that image becomes eligible to be featured on our official website.
If you accidentally clicked “Publish” and do not want your content to be publicly displayed, you can download the images and then delete them from your account to remove them from the published state. To delete the content, follow these steps:
- Go to your Assets section.
- Click on “Select” in the top right corner.
- Choose the content you wish to delete.
- Click on “Delete” in the top right corner.
This will remove the selected content from your account and the published state
5.other
5.1API Issues
- API Support
Question: Inquiry regarding API-related issues
Answer: Thank you for showing interest in our customized compute packages. Could you please specify the type of product you are referring to and your specific requirements for compute power? Our current API capabilities and pricing can be found at https://vivago.ai/platform.
5.2Partnership Request
- Partnership-related Questions
Question: How do I contact Vivago for potential cooperation?
Answer: For partnership inquiries, please contact support@vivago.ai. Our business development team will respond promptly. We appreciate your interest in VIVAGO and thank you for reaching out.”