Feature requests, feedback and ideas for the HeyGen team

Product feedback & requests

I am a paying Creator plan subscriber. I subscribed specifically because Avatar III was advertised as unlimited with no credit cost. That was the core reason I chose this plan.

Now, without any prior notice or announcement, Avatar III is consuming 3 premium credits per minute. When I contacted support, all I received was: "It's part of a new experiment. We don't have a timeline for when it will end."

I can see from this forum that many other users are experiencing the exact same issue and receiving the exact same non-answer. This is not an isolated bug — this appears to be a deliberate, unannounced policy change being quietly tested on paying customers.

✅ "Unlimited Avatar III" was explicitly advertised as a core feature of paid plans

✅ No email notification was sent before this change

✅ No announcement was made on the blog, changelog, or community

✅ Support is giving identical scripted responses with no ETA

✅ Multiple paid users are affected simultaneously

HeyGen, I need clear answers to these questions:

1. Is this a permanent pricing change for Avatar III?

2. If so, why were subscribers not informed before it was implemented?

3. When exactly will this "experiment" end?

4. What compensation will be provided for credits already consumed during this undisclosed period?

The February 2026 update explicitly stated: "Core features like Avatar III remain unlimited for paid users." That promise is being broken right now, silently, while charging us for it.

I have been a loyal paying customer. But if HeyGen continues to make undisclosed changes to features that were the basis of my subscription decision, I will have no choice but to cancel and find an alternative platform.

I urge other affected users to voice their concerns here so HeyGen understands the scale of this issue. This community deserves a direct, transparent response — not a copy-pasted support ticket reply.

Avatar III Credit Charges — An Undisclosed Change That Undermines Subscriber Trust

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