Review Time
Heygen is the slowest software I have ever used, literally takes hours to do one task, then it has errors and is not correct it even makes up logos and adds them so you have to then wait hours to remove them using up further credits. I have been working on project for week which should of taken a morning customer support does not seem to actually make any difference at all, you end up using 1000 credits and they give you 20 back as a refund and they say this is the best they can do, it is the wasted time on a project and time you can not get back, I would use another product and look elsewhere.
On the good side, it appears that the generated avatars are quite good. It seems they have some great technology but that's quickly destroyed by the very poor user experience and their money grabbing business model. The system is very clunky to operate and is very poor at work flow. Not at all intuitive. There are no tutorial videos. I was directed to their YouTube channel for learning. But that's near useless and mostly advertising. It has taken me hours to produce videos. And most either had problems or I had to buy more credits for. There are no training facilities and the system is not at all intuitive. For an AI company they are not using AI themselves for their UX. It would be simple to create a series of training videos using their own technology. Same with customer support. I have done this in my own company now and have very good UX using AI. I have also been ticked that I thought I was getting unlimited videos (if I stick within the level guidelines). But that does not seem to be the case. They "nickel and dime" you at every turn billing credits for this and that and so on. And Support is near useless. They take hours between chat responses and then don't fully answer the questions. So you have to ask again and wait a couple more hours. I find that the whole experience was frustrating and not worth the hassle. I am right now waiting for a response to a newly generated video, that had problems. I think these guys have some good things but they have a long way to go yet, and don't understand their customers needs. I will look elsewhere. I have spent four days trying to get three or four videos completed that should have taken me a day to complete, at most.
UPDATE: 7 hours after leaving the review Heygen has responded to my review comments. However, I see it's the exact same message, word for word, they leave for all their poor reviews. Disappointingly they still have not responded to the Support questions I asked prior to leaving the review.
UPDATE: Next day: Thank you for the explanation. I have finally received a reply from my Support request. I had outlined the problems I was experiencing however the answer I received was fairly generic and did not answer my questions. I have had additional problems today with my projects and will outline them again in the Support Chat. I'll give this one last shot, because I like the appearance of the final output. If you guys could get your tech issues sorted out, respond faster, generate some training tutorials, improve the UX and workflow, you would have the best product out there. But you have a way to go yet.
They have ZERO CUSTOMER SUPPORT. I can't with these companies who wont assist the customers that make them a company. Their Ai pisses away months worth of tokens in minutes and there's no recourse. I have 11 versions of the same video.
This is a real review. I've had 3 different accounts with HeyGen starting in October 2025. It's never been great, but with the updated AI it's honestly worse. And sending an email to customer service is like saying you don't care.
Your suggestion was for me to spend more money. This isn't customer support - Also, maybe label your packages correctly as this seems to be a theme with your company. People purchase with the assumption they are getting something that they are not receiving.
Here's a real update from your team: Hello - I'm having an issue with my account. I upgraded to an unlimited account yesterday and within the first 30-minutes it said I hit my limit. I'm also frustrated as I have 7+ versions of the same video. Making revisions with your AI just burns tokens. Like an inferno. I'm expecting you to do the right thing as I'm sure your powers are limited, but I'm hoping you will. Speak soon - NC
4ba9a7e2d0e0499ea90651d1643d11c2 • 13m
Thanks for the context! Let me check your account and look into this for you.
Sam • 10m
Your Creator plan includes unlimited videos up to 30 minutes, but it also comes with 200 Generative Credits per month. These credits are used for premium features like Avatar IV (Photo 4.0).
Avatar IV uses 20 credits per minute, so with 200 credits you can create about 10 minutes of Avatar IV content per month. Making multiple versions of the same video would consume these credits quickly.
The good news: You can create truly unlimited videos by switching to Avatar III (Photo 3.0) instead. Here's how:
1. In the Studio, click on your avatar
2. Select the avatar engine dropdown
3. Choose Avatar III instead of Avatar IV
Avatar III is covered under your unlimited plan and won't consume any credits.
If you need more Avatar IV usage, you can purchase Generative Credit Packs ($15 for 300 credits = 15 minutes) or upgrade to the Pro plan which includes 2000 credits per month (100 minutes of Avatar IV).
Let me know if there's anything else I can help with!
Account has been cancelled twice in a week!
Like many of these companies customer service is not contactable. There used to me a message window but now it's gone so the only method of communication is by email and of course they are on a completely different time zone. So, it's not cheap, but it works reasonably well, I'll continue to work with it until there is something better...I'll caveat that with, unless they delete my account again. This evening, for the second time in a week, they have deactivated my account. They don't know why, I don't know why....so I'm now without something that I've paid £164 for a month.....if you are thinking of signing up, I'd double check there isn't something better elsewhere.
Misleading “Unlimited” Translation – Bait and Switch
HeyGen advertises “unlimited video translation” during the purchase process.
Based on this claim, I purchased a paid Creator subscription.
Immediately after payment, I discovered that my account was limited to only 200 credits.
This limitation was not clearly disclosed before purchase and directly contradicts the “unlimited” claim.
I have not translated a single video and have not used the service at all.
Despite this, my refund request has not been properly resolved.
This is misleading advertising and a classic bait-and-switch tactic.
I would not recommend this service unless their marketing becomes transparent and honest.
They claim you have unlimited videos, which is completely false. In reality, you only get 200 credits, and they are gone after about 15 attempts to create videos.
Secondly, customer support is useless. There is only a bot that replies to emails with generic answers, and the support team seems poorly intentioned. When real people respond, they appear unhelpful and act out of spite rather than actually trying to solve problems.
The quality is terrible, and the prompts are useless.
I tested the free version wanting to create a 90-second video, but I quickly ran out of credits before I could effectively try anything (not ideal). So, I decided to upgrade to the paid version at $29 a month. Unfortunately, I'm quite let down. The product feels unfinished. While the final result was nearly acceptable, it was a significant challenge to achieve it. This product has many bugs. It seems like it hasn't been tested on real users. The interface is terrible, bordering on unusable. Because of this poor design, I've likely wasted credits trying to get things to function. I've ended up using 95 out of 200 credits for just one 90-second video, which means I can only create TWO videos a month. For nearly $30, I expected much more than 180 seconds. Definitely not worth it.
I feel compelled to caution any business thinking about the Creator "Unlimited Plan." It is not truly unlimited; it's a metered service posing as an unlimited option, supported by an ineffective support team. The "Unlimited" Misconception & Repeated Restrictions: I subscribed to the Creator Unlimited Plan for a high-volume project, yet this month, I encountered blocks twice for merely using the service I paid for. First Incident: After generating a significant number of videos in one day, I received a "daily limit" error and had to halt my work, waiting 24 hours for a "recalibration." I remained patient during this time. Second Incident (Today): I encountered the same concealed limit again. Despite being on an "Unlimited" plan, I'm blocked once more and told to wait another 24 hours. It's crucial to emphasize that I was only utilizing unlimited features. They restricted me simply for generating too many videos. The "Forced Renewal" Tactic: When I requested a manual removal of this block, support informed me that the system would "recalibrate" during my next billing cycle. This raises serious concerns, as it effectively holds my paid features hostage to compel a subscription renewal for services I've already paid for this month. Unprofessional Support & Misguided Upselling: The support experience has been absurd. Instead of resolving the block, the agent sent me a pricing template for a $30,000 Enterprise plan. They claimed I was overusing a feature I’m not even utilizing. They're misdiagnosing the issue and trying to charge me $30k to "fix" it while I'm already losing workdays. Summary of Issues: Misleading Claims: "Unlimited" comes with undisclosed daily limits that they refuse to disclose. Unprofessional Support: Agents provide repetitive templates and engage in aggressive upselling during service crises. Loss of Productivity: I have lost two workdays due to these enforced 24-hour delays and expect complete compensation for this lost time. I've escalated this directly to the CEO. Until the company upholds its "Unlimited" promise and ceases the hidden daily lockouts, I cannot endorse this platform for professional use.
Initially, I believed the issue was on my end, so I hired a professional to create a video and audio file for upload. Unfortunately, the avatar returned with a lifeless expression and voice, despite my attempts in English, Spanish, and Japanese (what?). When I tried to enhance the expression, I encountered a bizarre version of myself and a prompt to utilize my 'redo' options for the month. They claimed it wasn't an extra charge, just a time constraint. However, I had already paid and would face additional charges next month (what?). When I attempted to adjust the voice, there was no audio at all. They recommended using incognito mode on Chrome to resolve the issue. Unsurprisingly, that did nothing.
The pricing and functionality are very misleading. Once you create your own avatar clone, you can't redo it, so it's crucial to get it right the first time or risk losing $30. They should be more transparent and avoid charging for every little thing once you're committed. The layout is confusing, and overall, it's not worth it. Consider looking elsewhere or just creating a video yourself to avoid the hassle. I can't even reach them for a refund after purchasing this disappointing product just 30 minutes ago.
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