Feature requests, feedback and ideas for the HeyGen team

Product feedback & requests

I have been a Creator Plan subscriber for several months. The reason I chose HeyGen and built my entire video production workflow around it was the unlimited Avatar III usage included in that plan.

I renewed my subscription this month at the same price, on the same plan name, through the same checkout. No warning appeared during renewal. No email arrived before or after. No in-app banner. No announcement on this forum that I could find.

When I logged in after renewal, my account had been moved to a new credit-based plan. The unlimited Avatar III usage is gone. There is now a credit meter where there used to be no limit. I never agreed to this change. I was never given the option to stay on the legacy plan I had been paying for.

A few honest questions for the HeyGen team, and for other users on this forum:

Was any notice sent to existing Creator Plan subscribers before this migration happened? If yes, where? I have searched my inbox including spam and found nothing from HeyGen about a plan change.

Why is the legacy unlimited Creator Plan no longer being honored for users who renewed under those exact terms? A renewal is a continuation of the existing agreement, not consent to a new product. 

Is there a path to roll back to the legacy plan for affected users, or a refund option for those who do not want the credit-based plan?

Going forward, will HeyGen commit to giving paying subscribers at least 30 days notice and an explicit opt-in before any plan structure change?

I am not posting this to attack the team. I understand pricing models evolve. What I am pushing back on is the way this was rolled out. Quietly changing what a customer receives after they pay, without notice or consent, damages trust in a way that a transparent announcement and a grandfathering period would not have.

I have also opened a support ticket requesting either a rollback to the legacy plan or a refund. I will update this thread with the response.

To other users reading this: please check your account today. Look at your current plan name and your Avatar III limits. If you renewed recently and were moved to credits without realizing it, comment below. The more of us who document this in one place, the easier it is for HeyGen to address it properly.

Creator Plan unlimited Avatar III removed without announcement or email

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