Support Centre

Standard is the fastest path for iteration (watermarked exports on free where applicable). Pro adds publish-ready motion, photoreal stills, and Film AI features such as talking faces and native audio. Pro Max is the flagship tier with reference-grade motion and Intelligent Edit's full effects pipeline on eligible plans.

Director Review is GRAILUX production intelligence: outputs are evaluated for continuity, pacing, style consistency, and an overall quality score before delivery. The system uses that signal to improve what you receive before anything ships.

When an output does not meet the quality threshold, the system retries automatically where possible. You are not shown a knowingly bad cut as the final delivery — the pipeline keeps working until it clears the bar or exhausts safe retries, and billing follows the same credit rules as other generations.

Credits cover each production step — generation, review, assembly, and tier depth. Longer videos, higher tiers, and more scenes cost more. Your dashboard shows an estimate before you run a job.

Film AI is built for multi-character shorts with native audio and talking faces on supported tiers. Script-to-Video pairs narration (including ElevenLabs) with cinematic visuals. Hybrid and Intelligent Edit use your footage plus generated or narrated audio depending on the workflow.

Yes. Many agencies and studios run client deliverables on GRAILUX. Commercial licensing and priority support scale on Studio; check your plan details for watermarking, export resolution, and history retention.

Credits are consumed per production run. A 60-second Standard video uses fewer credits than the same length at Pro or Pro Max. Shorter videos and fewer scenes cost less. The exact total depends on mode, tier, and complexity — check the in-app estimate before you generate.

We support MP4, MOV, and AVI for video uploads. For audio, we accept MP3, WAV, and M4A files. Images can be JPEG, PNG, or WebP.

Yes. On eligible plans you can upload a clear voice sample and create a voice clone for future generations.

Script-to-Video is typically a few minutes depending on scene count. Hybrid and Intelligent Edit timing depends on source length and complexity.

If a generation fails due to a platform error, your credits are automatically refunded to your account. You'll see the refund in your credit transaction history. You can retry immediately.

Use Pro for higher-stakes outputs where polish and consistency matter more than speed. Standard is better for fast iteration.

Yes, cancel anytime from the Credits & Billing page or Account Settings. You'll keep access to all features until the end of your current billing period. No cancellation fees.

Go to Asset Library, open your footage tab, and upload source clips. Those clips can then be used in Hybrid Creation and Intelligent Edit workflows.

Director Score is a quality signal from GRAILUX production intelligence. It helps route generations and improve output reliability.

The Sync Score measures how well your audio narration aligns with scene transitions. A score of 85+ means every cut lands on a natural audio event like a word ending or beat. Professional editors call this 'cutting on the beat'.

Creative Studio focuses on campaign assets like thumbnails, posters, and social graphics so you can publish a full package around each video.

Identity is who is in the image — a faithful likeness of a person, pet, or product, from a saved Identity profile. A Style reference is what the image looks like — it borrows the mood, lighting, colour, and composition of an uploaded image, not the likeness. Use Identity to keep a person looking like themselves; use a Style reference to match a look or setting.

Credits are non-refundable once used for generation. Unused credits on cancelled subscriptions remain available until the end of the billing period. If you experience a platform issue, contact us and we'll review your case.