Contact NEON Support: Videos, Credits, Accounts and Data

How do I contact A2O LITE NEON support?

Email support@a2oliteneon.org for account help, video task questions, billing concerns, data requests, or copyright reports. You can use email without signing in. If you can access your account, open a support ticket to keep the question and replies in the account support area.

Start with the issue you want resolved and include the record that identifies it, such as a task ID or order number. A concise description is more useful than a collection of unrelated screenshots. Never send a password, login cookie, verification code, full card number, API key, or unnecessary personal photo. The sections below explain which details help with each type of request and which checks you can make before contacting us.

What should a useful support message include?

Describe the page or feature, the action you took, what you expected, and what happened instead. Include the approximate date and time with your timezone when timing matters. For a display problem, mention the device and browser you were using. If an error message appears, quote the relevant text without copying private session data.

A suitable subject might be “Video task remains pending,” “Credits missing after purchase,” or “Cannot access my account.” Put the task or order identifier in the message body so the record can be located. You do not need to include the source photos to ask an initial question about status. If a screenshot is useful, crop it to the relevant area and cover account information or other people's data that is unrelated to the problem.

My video is pending or taking longer than expected

Check My videos in the same account used to submit the request. Note the task ID and its current status. There is no guaranteed generation time, and a delayed update does not establish that the task failed. Do not create a second attempt merely to test whether the first exists; separate accepted submissions can use more credits.

When contacting support, say whether the task ever displayed a result, whether the browser closed, and whether you see a specific error. This helps distinguish a status issue from trouble playing or downloading a completed file. Do not report a guessed cause as a confirmed failure. The service checks an uncertain outcome before adjusting credits. The refund policy explains how a confirmed failed or rejected task differs from an attempt that still needs an outcome check.

My result is ready, but playback or download is a problem

Include the task ID and explain whether the issue affects the library preview, the download action, or a file already saved to your device. State whether the file is missing entirely or whether a player shows an error. You can check your connection and try the account library again without submitting a new generation.

Completed videos are available for download for 14 days. Tell us when the task completed if the timing is relevant. That window is separate from retention of account, task, and billing records; it does not promise that an expired file can be restored. Avoid attaching a private result unless it is necessary for the question. A screenshot of the displayed error, with unrelated details removed, may be enough to explain the initial issue.

I have a question about credits or a purchase

For an existing order, provide its order number, the pack you intended to buy, and the account used for the purchase. Explain whether checkout completed, whether an order appears, and whether the account balance changed. Check credit history before reporting a missing generation credit return. Do not attempt another payment simply to diagnose the first one.

Published packs are one-time purchases with 365-day credit validity, and Pricing shows the current generation costs and purchase availability. A task credit return restores reserved credits to the account; it is not the same as a refund to a card. If you want a payment refund reviewed, say that explicitly and explain the concern. Never email full card details, payment security codes, or a bank statement containing unrelated transactions.

I cannot sign in to the account I used

If you registered with an email and password, try password recovery. Use the same account identity that held the original task or order. A different account can have a different library and balance, so a missing item does not by itself prove it was deleted or that a payment failed.

If you still cannot access the account, email support and explain the access problem. We may need to verify account ownership before discussing private tasks, changing records, or handling a deletion request. Do not send passwords, sign-in codes, or an identity document as part of an initial message. An account access question is separate from a request to delete the account. Tell us which outcome you want so the request can be reviewed in the right context.

How do I ask for data removal or privacy information?

Use a subject such as “Data deletion request” or “Privacy question.” Specify whether you mean a photo draft in your browser, a particular submitted task, a video, or broader account records. Add relevant task IDs when you have them. If you can sign in, sending the request through that account's support area helps connect it to the right records.

Delete my data explains how to clear a browser draft yourself and how that differs from server removal. Clearing a draft or signing out does not delete submitted tasks, billing records, or copies downloaded to a device. Privacy describes processing and providers. We review ownership and scope before acting and may need to retain some records for relevant obligations or an active dispute. Do not attach unnecessary sensitive images to a privacy request.

How do I report a copyright, likeness, or safety concern?

Identify the specific page, task, or material involved and describe your connection to it. Explain the concern in plain language and provide a source link or concise supporting context where appropriate. Say whether the report concerns photo ownership, a person's likeness, music, artist branding, or another issue. Avoid redistributing harmful material simply to show that it exists.

Reports are reviewed before action, and we may ask for information needed to identify the material or understand your connection to it. Do not seek access to another person's private account as part of a report. The website is independent of the artist and label, so claims about official performances should go to the relevant rights holder rather than being treated as our content. Read Copyright and Safety for this service's boundaries.

What if my question is about choosing photos or settings?

You may find the answer faster in the public guides. The photo guide explains accepted formats, the 3 MB limit, the 340-pixel minimum short side, and the maximum shape ratio of 2.5. The generation tutorial covers the upload slots, swapping, frame selection, credits, and library downloads.

For a photo issue, describe the format, dimensions, and file size without emailing the image by default. For a video setting question, say which orientation and resolution you selected. The current flow requests 15 seconds, at 480p or 720p, and personalized output is requested without audio. There is no custom background picker or editable dance prompt. Knowing the setting you expected helps explain whether the question concerns a supported control or a different workflow.

What happens after I send a request?

Keep the conversation in the existing ticket or email thread and add new information there when possible. Repeated reports with different descriptions can make the relevant task or order harder to identify. If the situation changes, describe the new status and which record it concerns. Do not repeatedly generate or purchase in order to produce more examples of the same problem.

This page does not promise round-the-clock monitoring, an instant response, a fixed resolution deadline, or a particular refund decision. Requests involving private records, payments, or third-party rights require review. For the applicable service conditions, read Terms and Refunds. For a new creative project, return to the photo setup only after the existing issue and any uncertainties about permissions have been resolved.