Help Center
Get help with Sora 2 login, billing, video generation, refunds, license questions, commercial use, and account access on Vidion.
Trouble signing in, finding your account email, using Google login, keeping a session active, or reaching your dashboard.
Open login helpHelp creating a Vidion account, choosing email or Google sign up, understanding what information you need, and knowing when to use sign up instead of login.
Open sign up guideHelp with failed video jobs, slow processing, prompt results, image uploads, blocked requests, missing outputs, or download problems.
Open generatorQuestions about subscriptions, invoices, payment status, missing credits, plan upgrades, cancellation, or checkout confirmation.
Review pricingCheck refund eligibility, refund timing, duplicate charges, failed payments, and what details to include when requesting review.
Read refund policyUnderstand commercial rights, generated video ownership, YouTube use, ads, client work, agency delivery, and plan coverage.
Read commercial use guideSend a support request with your account email, order ID, affected page, and a short issue summary.
Email supportChoose the issue type below, prepare the relevant details, and then use the linked page or email support. This helps login, billing, generation, refund, and license questions reach support with enough context to resolve the issue.
Use this path when you cannot sign in, do not know which email owns the account, cannot receive verification messages, or see an empty account after login. Include the account email, sign-in method, browser, and the exact URL where the issue happens.
Use this path for missing credits, subscription access, checkout status, invoice questions, cancellation, upgrades, or payment verification. Include the receipt email, order ID, plan name, and purchase time when available.
Use this path when a generation fails, stalls, returns unexpected quality, rejects an upload, or does not produce a downloadable output. Include the prompt type, upload type, approximate time, and whether the issue happens on text-to-video, image-to-video, or the main generator.
Use this path when asking about refund eligibility, duplicate charges, failed payment attempts, or billing disputes. Read the refund policy first, then send the account email and order details so the request can be reviewed against the policy.
Use this path when asking whether generated videos can be used for YouTube, paid ads, client projects, social media campaigns, internal business content, or other commercial distribution. Include the intended use case and plan context.
Email support for account, billing, generation, refund, or license questions. Include enough detail so the team can identify the account and reproduce the issue.
support@sora-2.runStart with the login page and confirm you are using the same email or Google account used when signing up. If you still cannot access the account, email support with your account email, sign-in method, browser, and order details if there is a paid plan.
Include your account email, the prompt or upload type, the affected page, the approximate time of the issue, and whether the job failed, stalled, was blocked, or produced an unexpected result.
Review the pricing page for plan details, then contact support with your account email, receipt, order ID, plan name, and purchase time if the issue involves payment, credits, subscription access, or cancellation.
Yes. For formal terms, read the commercial license page. For a specific business, YouTube, or client-work question, email support with the intended use case.
This usually happens when a different email or sign-in method was used. Sign out, search your inbox for the receipt or verification message, and log in with the account connected to that email.
Support usually responds within 24 business hours. Complete account, billing, and issue details can reduce back-and-forth and make the first response more useful.
Support usually responds within 24 business hours. For urgent billing or access issues, include "Urgent" in the email subject and attach the relevant receipt details.