Contact Vidloop AI Support

This page explains how to prepare a Vidloop support request and which information is useful for different issues. Contact Vidloop AI support at support@vidloop.ai. Vidloop AI is operated by Li Sheng, based in Changsha, Hunan, China. The official website is vidloop.ai. Generation, verified-account rewards and checkout through PayPal or Waffo are available. Check the selected model, task status, account balance and billing page when reporting an issue.

Use the email link to prepare a message in your mail app, or copy the address into your email service. Opening the link does not send a message automatically. The guidance below helps you document an issue, check the relevant page, and avoid sending credentials or sensitive source material. Support is provided by email; there is no live chat or support form on this page.

Contact Vidloop AI support with a clear request

A useful request starts with the outcome you wanted and what happened instead. Include the page URL, the approximate date and time with timezone, your browser and device, and a short set of steps that reproduce the behavior. If the issue concerns a generation or payment task, the task or order identifier will be more useful than a screenshot alone. Never include a password, one-time sign-in code, full payment-card number, API key or private provider credential.

Before sending any file, ask whether the support team actually needs it. A screenshot of a button state may help without exposing your original customer image. You can crop out unrelated browser tabs, names and account data. If an issue involves a person, client work or unreleased campaign, describe the symptoms first and send the source only through a verified private channel when requested. A public chat or social post is not a safe support path for confidential media.

A task number helps support find the corresponding generation and credit record. If a model is temporarily unavailable, its failed task is distinct from a paid subscription. The About page explains service boundaries. The text to video, image to video and loop video maker guides explain what can be planned now and what requires live generation.

Report a workbench or page problem

For a layout, link or interaction problem, include the exact URL and whether you were using English or Chinese. State the viewport if you know it, or name the device model and orientation. Explain which control you used and what changed on screen. If the problem appears only after scrolling, opening a menu, choosing a mode or uploading a local file, mention that sequence. A concise reproduction such as “open the image mode, choose a square source, switch to 9:16, then the source preview is clipped” is more actionable than “the page is broken.”

A screenshot can show a visual defect, but it should not replace the steps to reproduce it. If the problem is intermittent, note whether a reload helps and whether a private browsing window behaves differently. Avoid repeatedly clicking an action that might become billable after launch. Check the label and quote before submitting a future paid task.

Prepare a generation-quality report for a live task

For a generation task, record the model, mode, intended length, resolution, aspect ratio and audio setting, plus the task ID. Describe the expected motion in one sentence and the observed defect in another. Examples include identity drift, a mutated product label, a jump at a loop seam, a missing requested action or a download that cannot be opened. Keep the prompt and source image available, but do not place private media in an unverified email.

If a provider reports success but the file is unusable, explain why it fails the task. “It generated” and “it satisfied the request” are different statements. If a task times out, distinguish the interface timeout from a confirmed provider failure; the provider may still be processing. The intended credit ledger should settle only against verified status. Support can investigate more effectively with an identifier and timestamp than with several repeated submissions.

Before reporting a low-quality result, review the prompt guidance and image guidance. A specific prompt and modest motion can help, but quality advice is not a substitute for investigating a charge or a corrupted file. Do not retry at your own expense merely because a response is slow or unclear.

Account, credit and billing questions

For account access, describe whether you signed in with email or a third-party provider, the page where the process stopped, and any error message. Google login currently supports designated test users while public access is being prepared. Do not send a password, verification link or code. Support should never ask you to disclose them. If the address on an account differs from your current contact address, expect an identity check before account-specific information can be shared.

For a credit question, keep the task ID, displayed quote, reservation and final balance if visible. A quote may vary with model, duration, resolution and audio, so include the exact combination. If a failed task appears to have consumed credits, report its final provider state rather than guessing from a stalled spinner. Reservations and eligible failure refunds are reconciled against the task ledger.

For a payment issue, include the order or invoice ID, plan name, date, currency and last four digits of the payment method only if needed to distinguish transactions. Never email a full card number or card security code. Do not retry checkout several times while a payment is pending, because it may create duplicate attempts. The pricing page offers PayPal and Waffo checkout. Opening a checkout page is not proof that payment was accepted; verify the receipt and account billing status.

For cancellation or renewal, consult the account billing page and keep a record of the action and confirmation. A support request should identify the plan and renewal date, but should not be treated as an automatic cancellation until the system confirms it. Refund eligibility depends on the applicable Refund Policy and the verified transaction record.

Privacy, rights and abuse reports

For a data access or deletion request, state the relevant account address and the action requested. Do not send identity documents in an initial message. The team must verify ownership through a secure process before changing or disclosing account data. The Privacy Policy describes categories of data and retention; a task record should not be mistaken for permanent media storage.

To report suspected infringement, impersonation, harmful media or another violation of the Acceptable Use Policy, identify the Vidloop URL or task ID if one exists. Describe the specific concern and your relationship to the affected work or person. Avoid forwarding illegal or highly sensitive media in an ordinary message. A factual, narrow report is easier to review than a broad accusation without a reference.

If you believe the site itself exposes a security weakness, do not publish private user data or run high-volume tests. Record the affected URL, the smallest steps needed to reproduce the issue and the potential impact without including working secrets. Email support with a description first; do not attach private user data, credentials or sensitive media. Security reports about public pages and accounts are welcome during normal service.

Accessibility and localization feedback

A page can return HTTP 200 and still be difficult to use. If a control is unreachable by keyboard, a focus indicator disappears, a label is unclear to a screen reader, or motion makes content hard to read, include the page and action sequence. Mention assistive technology only if you are comfortable doing so; it is not required to report the problem. For a translation issue, quote the visible text and language choice so the correct locale can be reviewed.

When reporting a mobile layout problem, note whether it happens in portrait or landscape and whether the browser's text-size setting is enlarged. If a menu overlaps a button, a screenshot plus viewport information helps. If the problem blocks a task, say which task you were trying to complete, not only which pixel looked wrong.

Contact details

The website operator is Li Sheng, based in Changsha, Hunan, China. For account support, billing, refunds, privacy requests and abuse reports, email support@vidloop.ai. Choose a clear subject such as “Account access,” “Credit balance,” “Billing,” or “Privacy request,” and include only the information needed to investigate your issue.

Keep a copy of your message and any task or order identifier. Sending an email does not itself confirm a refund, cancellation or account change; wait for the relevant account status or a support reply. We do not promise an immediate response or continuous live support. Do not share passwords, verification codes, API keys or full payment-card details.