Feature requests, feedback and ideas for the HeyGen team

Product feedback & requests

I have been a Creator plan subscriber for well over 6–8 months. My use case has never changed: a custom animated character on a green screen, speaking an exact script I provide, with no added motion or editing. Simple, repeatable, boring. It worked perfectly. I was producing 1–2 finished segments per week and the tool earned its $30/month comfortably.

I'm posting this because the platform has deteriorated significantly, and I want to be specific about why.

Issue 1 — The new default workflow is unusable for direct script input

The original experience was straightforward: open the page, enter your script, pick a character and voice, generate. That flow has now been replaced by an AI-assisted production brief system that rewrites your input and attempts to produce a full edited video.

In practice this output is rarely usable and would require as much rework as starting from scratch. More critically, it consumes credits to produce something I never asked for. The simple Image + Script to Video workflow that was the core of my subscription has been demoted to a buried feature now called "Quick Create," which doesn't even appear in the main tool navigation. It took real effort to find it again after the update.

Issue 2 — The credit system is no longer viable for iterative generation

Previously, Avatar 3 was unlimited on the Creator plan, and Avatar 4 was low enough in cost that 2–3 generation attempts per segment — to correct cadence, pronunciation, or expression issues — was manageable. That was the expectation the plan was sold on.

Today I generated five individual 1-minute clips, all attempts to get a single segment right, and exhausted my entire monthly credit allowance. One usable minute of finished video for a full month's subscription fee.

On top of this, the credit cost per generation is not clearly displayed before you commit. For a system where every generation is now metered, this needs to be prominent and unambiguous. The refund process for failed or unusable generations also requires manually contacting support with individual video IDs each time. At the rate issues occur, this is not a realistic workflow.

Issue 3 — Avatar 3 is now incompatible with images that previously worked

When I attempted to use Avatar 3 today to stay within my credit limits, I received an error stating the face was not sufficiently clear. The image is a custom animated character, fully framed, on a plain green screen — the same type of image I have used successfully with Avatar 3 in the past.

Support told me Avatar 3 doesn't support "those types of images," which is not consistent with my prior use. This is either a silent regression in Avatar 3's compatibility or a policy change with no notification to existing subscribers. Either way, the lower-credit option is now unavailable to me, which effectively forces additional spend to continue using the platform at all.

Restore Image + Script to Video (Quick Create) as a clearly accessible, first-level feature — not buried in menus.

Display credit cost clearly before generation is triggered.

Provide a self-serve credit refund mechanism for failed generations, rather than requiring support chat with individual video IDs.

Clarify the Avatar 3 image compatibility policy. If it has changed, document it and notify affected users.

Reconsider credit allocation on the Creator plan for simple, unedited single-character generations. The current rate makes the plan unworkable for iterative production.

I want HeyGen to be a tool I can continue using and recommending. The core technology is still good. But the platform decisions made over the last several months have made it materially worse for the use case I subscribed for.

Long-term Creator plan user: the platform has become significantly worse — UX, credits, and Avatar 3 are broken for my use case

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