Connect with other users for tips and advice. For immediate help, email support@heygen.com.

Ask the community

As a loyal HeyGen Pro subscriber, I have never been more frustrated with a SaaS platform. HeyGen is currently using technical "bugs" to force legacy users into their new, more expensive pricing models, directly contradicting the explicit promises of their own CEO.

The Broken Promise:
On May 29th, HeyGen’s CEO, Joshua, personally emailed users regarding the shift to a new credit-based pricing model. He explicitly promised: "If you'd rather stay on your current plan, no action needed... your unlimited Avatar III... and your add-ons all stay exactly as they are. We're not force-migrating anyone." This was a lie.

The "Shadow" Migration:
Exactly upon my plan renewal on June 3rd—just days after the legacy structure was supposedly decommissioned—the core economic feature of my Unlimited Pro plan mysteriously broke. The system stopped syncing my Avatar IV and V generations to the "Saved Footage" database. This feature used to allow me to reuse footages for minor script edits at ZERO credit cost.

Now, because the footage simply vanishes into thin air after generation, I am forced to burn premium credits to regenerate work I used to reuse for free. This "glitch" effectively pushes me onto the new credit-based model I explicitly declined.

The Atrocious Support Experience:
When I contacted support, the experience was a nightmare. I spent over 12 days dealing with L1 and L2 agents who copy-pasted workflow tutorials and completely ignored my detailed Loom videos proving the database failure. I had to personally act as a QA Tester, running isolated technical diagnostics, gathering backend Video IDs, and mapping out their server sync failure to finally force them to escalate the ticket to Engineering.

In the process, I wasted over 1,600 premium credits and exhausted my Priority Processing limits on failed generations and diagnostics for their broken platform.

If you are considering HeyGen for a serious, scalable business, beware. They will alter your plan without warning via backend "glitches," their support will ignore your evidence, and you will pay out of pocket for their technical failures.

I am publicly demanding the immediate restoration of the legacy features I am paying for, as promised by the CEO, and a full refund of the 1,600+ wasted premium credits. Failure to do so will result in an immediate credit card chargeback for "services not provided as described."﻿
﻿
I am following up as we have now passed the 24-hour mark since your last update.While I understand and respect that the Product and Engineering teams are reviewing the case, I have reached a critical breaking point. I am now entering my 14th day of completely halted production due to this issue. The backlog of accumulated work is massive, and this operational freeze is causing direct financial loss to my business every single day. I simply cannot afford to remain paralyzed indefinitely.I need a definitive and actionable solution today so I can get back to work.Please give me a clear, straight answer so I can make a business decision:
Will this functionality be officially restored on my current Legacy plan, or is migrating to the new credit-based plan the ONLY technical way to get the "Saved Footage" sync working for my Avatar IV/V generations right now?If forced migration is the only immediate fix to unlock my workflow, please confirm if the feature is 100% guaranteed to work on the new plan right after I switch.I need a path forward. I kindly ask for an immediate response with a clear solution.Thank you,﻿


avatar memory isn`t working anymore, 2/100 saved, same quality of photo prompt, they are broken!

Broken Promises, "Shadow" Forced Migrations, and Atrocious Support - AVATAR memory isn`t working

Home

Forum

Events

Content

Collections

People

Contributors

Albums

Groups

Chat

Channels

Tools

Help

Connect with the community, find inspiration, and learn how to make your best videos. 

HeyGen

Dive deeper in the Geniverse. Learn, connect and level up with HeyGen.

HeyGen Community

Your Privacy Choices

It looks like there is no account associated with the email you provided. The event is for members only. Please complete the application to join our community first.

Thank you for your interest in joining us

Thanks for your interest in joining the event. However, your account is still pending. Once it's approved, you'll be able to register for the event. Please contact us via community@heygen.com if you need support.

Pending Approval

Login to the HeyGen community to connect with others, attend community events, and more!

Login or Sign Up for even more

To unlock all parts of the community and get the best experience, complete your profile.

Hey, complete your profile

It looks like there is no account associated with the email you provided. Please complete the application to join our community.

Thank you for your interest in joining HeyGen.

Thanks for your interest in joining HeyGen. We will review your request shortly and email you once it's approved. Meanwhile, please feel free to contact us via community@heygen.com for any questions.