Feature requests, feedback and ideas for the HeyGen team

Feedback & Requests

I am writing to formally raise a complaint regarding the Creator Plan ($29/month) that I recently subscribed to. On the pricing page, this plan was advertised as offering:

Based on this description, I understood that I could create videos of up to 30 minutes in length, and that the “unlimited videos” promise applied to both stock avatars provided by HeyGen and my own custom avatars. Nowhere on the pricing page was it stated that the Avatar IV time limit would apply equally to stock avatars. My assumption — which I believe was reasonable given the wording — was that the Avatar IV limit would only affect custom avatars with my own likeness, not the ones from your built-in library.

After subscribing, I discovered several restrictions that were not disclosed before purchase:

1. When creating a video, the system limits me to 10 minutes per video, not 30 minutes as advertised.

2. Even when I use stock avatars from HeyGen, the time is deducted from my 10-minute Avatar IV allowance.

3. This critical limitation was not communicated clearly on the public pricing page, meaning I only learned about it after making the payment.

This omission is misleading, and I believe it does not align with fair marketing practices. Customers should be fully informed about such limitations before committing to a paid plan.

A clear explanation of these restrictions and why they differ from the advertised plan details.

Either removal of the Avatar IV limit for stock avatars or a full/partial refund.

I subscribed to the Creator Plan ($29/mo) expecting unlimited videos up to 30 mins, incl. stock avatars. Instead, I’m limited to 10 mins Avatar IV time even with stock avatars, which was not disclosed. This is misleading. Requesting explanation or refund.

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