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Ask the community

I’ve been a paying customer on both the 

 subscriptions since September/October. From day one I’ve raised multiple bugs, some of them completely blocking for my use case.

To HeyGen’s credit, the support team has always been 

. But courteous words don’t fix a broken product, and after several months I’m at the point where I’m questioning whether HeyGen is actually fit-for-purpose for my project.

Because these bugs have never really been resolved, I asked for 

 on the affected period while HeyGen continues working on fixes.

The problem with that logic: during those same 15+ days, support was repeatedly reassuring me they would fix the issues and encouraged me to keep going. In other words, I feel like I was “led on” while the clock ran out on their own refund window.

 for support cases (unlike basically every other SaaS), I am often 

This combination – opaque ticketing, slow or inconsistent follow-up, and a rigid refund policy – feels frankly perverse when the platform is not functioning as advertised for core workflows.

Example: Video Length Bug (Avatar IV → Avatar IV Fast)

This is a basic, critical workflow for cost control at scale (I’m aiming to generate around 

. There was no ticket, no automatic update, no change log reference. Just a casual “oh yes, that’s fixed now”. 

When you’re building production pipelines, that’s not acceptable.

Current Open Issues (All Template-Related)

Even after that, I still have key bugs open 

Baseline .mp4 plays smoothly in the base-line HeyGen video.

very choppy so is de-synced to the script

This is not a minor cosmetic glitch; it breaks the perceived quality of the final asset.

Baseline video: backgrounds look correct.

In the Template itself: still looks correct.

This makes the whole template system unreliable for consistent brand output.

Animations falling out of sync (even after scene split)

Result: every duplicated template needs to be manually re-timed – which defeats the entire purpose of templating at scale.

My use case is straightforward: I need to generate 

The product behavior is unstable and unpredictable on key workflows. 

The support structure is opaque (no ticket numbers; inconsistent follow-up). 

even when product defects are the root cause

So I have two questions for this community and for HeyGen:

Is anyone here successfully running HeyGen at this kind of scale (hundreds/thousands of templated videos) without these issues?

 If yes, what workflows and settings are you using? 

Do you consider the current mix of bugs + support + refund policy acceptable for paying API/Team customers?

Are you willing to (a) fix these specific issues with clear tracking and timelines, and (b) revisit refund decisions when your own bugs block production use?

At this point I need a clear answer on whether HeyGen is truly production-ready for serious, scaled workloads – or whether I should cut my losses and rebuild this pipeline elsewhere (Synthesia, for example).

Questioning HeyGen’s Fitness for Purpose for Scale Use (Support + Refund Experience): Why am I paying to be a beta-tester?

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