Feature requests, feedback and ideas for the HeyGen team

Product feedback & requests

I’m extremely disappointed with HeyGen. After spending hundreds of dollars on this platform, this honestly feels very misleading and unfair.

I first subscribed to HeyGen in 2025, and my billing history clearly shows that I have been paying for HeyGen since August 2025. In total, I have paid around $525 USD plus €281 EUR across HeyGen Team Unlimited, Business Plan, Creator Platform, and premium credits.

One of the main reasons I subscribed and kept paying was the unlimited Avatar III access. This was a core part of the value of the platform for me, and it was also one of the main reasons I recommended HeyGen to many YouTube creators and people in my network.

Now, after returning to my account, I found out that my plan is on the new credit-based system, and Avatar III now consumes 3 video credits per minute. HeyGen support told me that legacy unlimited plans were discontinued on May 15, 2026, and because my current subscription started again on June 23, 2026, they cannot restore my old unlimited access.

The issue is not that Avatar III still technically exists. The issue is that it is no longer available under the same conditions that made me subscribe in the first place. Going from unlimited Avatar III usage to 3 credits per minute is a huge reduction in value, especially for creators who produce a lot of video content.

What makes this worse is that I was already a paying HeyGen customer before this pricing change. I have paid multiple invoices, supported the platform, and recommended it to others. But now I am being told that one of the most important features I paid for cannot be restored.

If I had clearly understood that canceling or switching would permanently remove my ability to return to the unlimited Avatar III plan, I would have made a different decision. That consequence should have been communicated in a very clear and obvious way before users lost access permanently.

From my point of view, after all the money I have spent, this feels extremely misleading. A core feature that made HeyGen valuable to me has effectively been removed under the original unlimited conditions, and the only solution offered is to accept fewer usable minutes or pay more.

I asked HeyGen to escalate the case and offer one of the following: restore my previous unlimited access, grandfather my account into an equivalent plan, or provide meaningful compensation such as additional credits or a special discount. So far, the response has basically been that I should use the current credit-based plans or upgrade.

For loyal users who supported HeyGen before the pricing change, this is not fair. If a company removes or changes a core feature that customers originally paid for, there should be a proper solution — not just “upgrade or accept it.”

Has anyone else had the same issue with HeyGen’s legacy unlimited Avatar III plan being removed? Were you able to get a fair resolution?

HeyGen removed my legacy unlimited Avatar III after I paid since 2025

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