Support

Frequently Asked Questions

How do I generate a video?

Go to the Generate page, upload an image, write a prompt describing the movement, select quality and duration, then click Generate. Your video will be ready in about 2 minutes.

How do credits work?

1 credit = $0.01 USD. Video costs vary by quality and duration (75-270 credits). Credits never expire and accumulate each month.

What if generation fails?

If it fails due to a system error, credits are automatically refunded. If due to prohibited content, credits are not refunded.

How do I cancel my subscription?

Go to Shopify admin > Settings > Apps and sales channels > Movo AI > Manage billing. Your subscription stays active until the end of the billing period.

What image formats are supported?

JPEG, PNG, and WebP. Recommended minimum resolution is 512x512 pixels for best results.

Can I download my videos?

Yes, all videos can be downloaded in MP4 format from the Videos page.

Support by Plan

FREE

Community Support

Documentation and FAQ access. Email for critical issues only.

STARTER

Email Support

Full email support with 48-hour response time.

PRO

Priority Support

Priority email with 24-hour response time.

BUSINESS

Premium Support

Priority email, onboarding assistance, and live chat.

Report an Issue

When contacting support, please include:

Your Shopify store domain
Description of the issue
Steps to reproduce (if applicable)
Screenshots or video ID

Email: info@appmovo.com
Subject format: [Issue Type] - Description

Issue Categories

Category	Examples
Technical	Generation errors, upload failures
Billing	Credit issues, subscription questions
Account	Login issues, data requests
Content	Moderation appeals

GDPR Data Rights

To request your data or deletion:

Email info@appmovo.com
Subject: [GDPR] - Data Access Request or Data Deletion Request
Include your Shopify store domain
We respond within 30 days

See our Privacy Policy for more details.