Contact Shedance AI
Product and account support
Email support@shedance.ai or open an account support ticket. Sign-in is required for tickets so that you can follow the conversation and staff can check the relevant account. We do not promise a fixed response time or round-the-clock availability.
What to include
- The email address on your account and the affected page URL.
- For generation problems: job identifier, approximate submission time and timezone, selected model, settings and the exact visible error.
- For billing: transaction or invoice reference, date, amount, currency and a short description of the issue.
- For a display problem: browser and operating system, the action you took, and a screenshot with private details removed.
Do not send passwords, verification codes, API keys or complete payment-card numbers. Do not send confidential reference media unless it is needed and a support agent has explained how it will be used.
Billing and cancellation
Review pricing and your purchase or subscription details first. A generation credit correction is different from returning a payment. See the refund policy for the existing eligibility window and request process. Cancel recurring plans from the account controls before the next renewal to stop future recurring charges.
Privacy, rights and safety reports
Send privacy requests, copyright concerns or reports of non-consensual material to the same email address with a clear subject. Include the relevant URL or job reference and enough context to investigate without publicly reposting the material. We may need to verify an account or your authority to make a request. Read the privacy policy and content rules.
Business and company information
For business inquiries, explain the proposed use and requirements; contacting us does not create a service-level agreement. Operator: DREAMEGA INFORMATION TECHNOLOGY LLC. Registered office: 30 N Gould St, Ste N, Sheridan, WY 82801, United States. The registered office is not a walk-in support location.
Describe a creative problem precisely
For a Seedance motion question, separate what you requested from what you observed. For example, say that the camera was intended to stay fixed but the finished clip moved forward. Mention whether you supplied a first frame and which part of the scene needed to remain stable. That description is more useful than a general statement that the video looks wrong.
Keep the original prompt and reference files in your own records. You can first send a short, non-sensitive summary and the job identifier; support can then identify what additional information is needed. For questions about planning a new shot rather than an existing account issue, consult the shot-planning resources and Seedance guide before creating another request.