There are two ways to reach us: email support@picturetovideo.org, or, if you have an account, open a support ticket. A person reads every message, and we reply within 24 hours. Each card below opens a pre-addressed email; the subject tag routes it to the right person.
- General supportQuestions about the generator, your account or a specific render.Subject: [Support]
- Billing & refundsCharges, plans, credit packs, cancellations and refund requests.Subject: [Refund]
- Report contentSomething that breaks our content policy. Include a link or task ID.Subject: [Report]
- Copyright & takedownsDMCA and other legal notices about content on PictureToVideo.Subject: [DMCA]
- Bugs & feedbackSomething broken, slow or confusing? Tell us what happened.Subject: [Bug]
- Press & partnershipsInterviews, integrations and business enquiries.Subject: [Partnerships]
Write to support@picturetovideo.org. If you’re not using one of the cards above, put a tag such as [Support] or [Refund] at the start of the subject line.
Tickets
Signed in? Open a ticket from Settings → Support Tickets to keep the whole conversation, and any attachments, in one place. You’ll see our replies there too. Tickets need an account; anyone can use email.
What to include
- The email address on your account.
- The task ID from the result card, for anything about a specific render, and the model it ran on.
- What you expected to happen, and what happened instead.
- A screenshot of the error message, if there was one.
Response times
- All messages: a first reply within 24 hours.
- Refunds: approved refunds are issued by Waffo Pancake, our Merchant of Record, to your original payment method, usually within 3–10 business days. See our refund policy.
- Child-safety reports: handled first, ahead of everything else. See our content policy.
- Someone made a video of you without consent? Use the report card above; these requests are reviewed with priority, within 24 hours.
We’re not Kling AI or Google support
PictureToVideo is an independent, unofficial service that runs Kling, Veo, Wan, Hailuo and Grok models via API. We can’t help with Kling AI accounts, memberships or the official Kling app — go to kling.ai for those — or with Google, Alibaba, MiniMax or xAI products. We’re glad to help with anything you made or bought here.
Who runs PictureToVideo
PictureToVideo is operated by Chen Zhe, an individual based in the People’s Republic of China. Our orders are processed by our online reseller Waffo Pancake, the Merchant of Record, which handles payments, tax, receipts and refunds. The legal details are in our terms of service and privacy policy.