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We answer every message within two working days.
Questions
What happens if a video fails?
It is refunded, and the video's page says why it failed.
Can I cancel at any time?
You can cancel at any time under Manage billing in Settings, on the Plan tab, and you keep the plan until the end of the month, or for yearly billing the year, you have paid for. In the free trial, Cancel the free trial on the Plan tab stops it before the first payment.
How do I change my card or see my invoices?
Open Manage billing in Settings, on the Plan tab. It shows your card, your invoices and your plan.
How many stores can I have?
- Lite: 2 stores
- Starter: 5 stores
- Growth: 10 stores
- Scale: 20 stores
Without a plan, or in the free trial: 1 store.
Your stores are listed on Brand DNA, where Add a store adds another.
What if my store cannot be read?
Add the product yourself: under a store that could not be read, choose Add a product yourself, and under a product link, Add this product yourself. It asks for the product's name, a description and at least 1 photo.
Do my ads have to say they are generated?
Facebook and Instagram, TikTok and YouTube each have a setting that says a video is generated, and ask you to turn it on.
In New York, an ad that shows a generated presenter must say so clearly in the ad (General Business Law, section 396-b). In the EU, a generated video that could pass for real must say it is generated, clearly and from the first time it is seen (AI Act, Article 50).
How to turn on each platform's setting, and say it in the ad itself: our guide.
This is not legal advice.
How do I delete my account?
In Settings, on the Account tab, under Delete account. The account is erased 7 days later, unless you sign in and press Stop the deletion before then.