Feature requests, feedback and ideas for the HeyGen team

Product feedback & requests

I am honestly done with HeyGen right now. We are on the API Scale plan, paying around $330 per month, and the whole experience has been a dumpster fire for weeks.

Context: We run a fully automated production pipeline (Make.com) to generate daily videos. This is not a hobby project. This is a production workflow that needs to run unattended.

Auto Recharge is basically broken
 The Auto Recharge toggle just turns itself off. Randomly. So the pipeline runs, hits a credit limit, and then fails. This defeats the entire purpose of Auto Recharge. If I cannot trust the account to keep purchasing credits automatically, I cannot automate anything. 

Credit usage is a black box
 Credits get burned like crazy, sometimes even when renders fail. The documentation does not clearly explain how API credits are calculated. Is it video length, number of scenes, retries, resolution, Avatar IV overhead, failed jobs, all of it? No one can tell me. It feels like we are just throwing money into a hole with zero transparency. 

Avatar IV duration behavior is not what is claimed
 Avatar IV has a 180 second limit that is supposed to apply per scene. Fine. That is how we built it. Scenes are under 180 seconds.
 But the system behaves like the limit is being applied to the entire video, not the scene. The result is that longer videos still fail, or the whole render just aborts. I have been chasing support about this since the beginning of December. Still not fixed. Still no clear answer. Still wasting time and credits. 

Longer renders keep failing, even when the setup is correct
 Anything beyond roughly 120 seconds total duration becomes unreliable. Even if every scene is short and within limits. The job runs, then the render fails, or the output never completes properly. The whole video just breaks. Again: we implemented it correctly. This is on HeyGen’s side. 

Support is not helping
 Every response feels like a bad chatbot. Generic, templated, non technical, and it does not address what is actually being reported. Also, responses during European business hours are slow or basically non existent. If you are selling Scale plans, you need real support, not copy paste. 

A real engineering escalation
 Not another generic support reply. We need a technical owner to look at logs, reproduce the issue, and give a real root cause analysis. 

Transparent credit calculation documentation
 Spell it out. Exactly how credits are calculated per API render. Include how failed renders are billed. Include retries. Include Avatar IV overhead. No more guesswork. 

Fix Auto Recharge so it stays enabled
 If it toggles off by itself, it is broken. Period. This must be reliable for automation. 

Clarify and fix the duration limits behavior
 If 180 seconds is per scene, then enforce it per scene. Do not silently apply it to the entire video or fail renders unpredictably once the total duration grows. If there is a total video duration limit, document it clearly. If there is not, fix the renderer. 

Compensation
 We have burned money and credits on failed renders and a system that cannot do what is advertised. We expect credits and or a refund for the impacted period. Otherwise, we will move to another provider. 

If anyone here is running HeyGen API in production:
 Are you seeing the same Avatar IV failures beyond short videos? Any workaround? Or is this just how it is right now?

Paying for HeyGen API Scale and getting a broken product: Auto Recharge toggles off, credits get burned, and Avatar IV renders keep failing

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