Support
What can we help you find ?
We’re here to assist. Use the search or browse below to find answers, tutorials, or reach out directly.
How do I sign up and create my first video?
After registering, go to “Create Video” → pick a model → upload or write your script → preview → export. Typical video generation time is 5–10 minutes depending on length.
Can I use my own audio or script?
Yes — you can upload your own MP3/ WAV file or write your script directly and the system will sync it with chosen avatar models.
How many avatars are available?
We currently support 100+ avatars, covering diverse styles, age groups, and ethnicitie
How realistic are the lip sync / voice outputs?
The system uses advanced lip-sync algorithms. While perfection depends on audio quality, most users find results impressive and effective for advertising.
What are credits?
Videos are purchased using credits. Each video (~15 seconds) consumes 1 credit (or proportional). Longer videos use more credits.
Can I upgrade or add more credits?
Yes — you can top up or upgrade plans anytime from your Dashboard -> Billing section.
What formats do you export?
Videos are exported in standard formats (MP4, etc.) compatible across major platforms (TikTok, YouTube, Instagram, etc.).
Is there a subscription model?
We adopt a flexible pay-as-you-go credit model. You can purchase credit packages without a long-term contract.
What do I do if rendering fails?
Try again after a few minutes. If the issue persists, send us your project ID, script, and a screenshot of the error via the support form.
Why is my avatar lip sync off?
Ensure your audio is clear (low noise, stable amplitude). Also shorter pauses in the script help. If the issue persists, contact us with sample.
If you have any questions or need assistance with Ugenc.ai, please contact us at support@ugenc.ai . We’re here to help and ensure your issue gets resolved quickly.
Email us
For general inquiries and support support@ugenc.ai
Quick Response Times
We typically respond to all inquiries within 24 hours during business days. For urgent technical issues, please include "URGENT" in your subject line.
