Talk to us
One inbox, read by the people who build FicReel. Tell us what you were doing and what you expected — that is usually enough for us to reproduce it and fix it.
FicReel · Effective 2026-11-10
1. Who you are writing to
FicReel is operated by Jingfei Guo, of No. 108, Ruyi Jiayuan, Building 1, 8F, Changxing Road, Nanshan District, Shenzhen, Guangdong 518000, China. Support, legal notices and privacy requests all reach the same small team; write to the address below and it will be routed to whoever can answer it.
For legal documents, see the Terms of Service, the Privacy Notice and the Refund Policy.
2. Support email
That address handles product questions, account and sign-in problems, generation failures, credit balance corrections, intellectual-property complaints and privacy requests. For privacy matters specifically, the contact is the same inbox and it is recorded as the privacy contact: admin@mail.ficreel.com.
3. What to include in a support request
A short message with these details saves a round trip:
- Your account email — the address you signed in with, so we can find your account and credits.
- The task or file link — every generation has its own link; paste it (or the browser URL you were on) and we can find the exact run instead of guessing from a description.
- What you did and what happened — the steps, what you expected, and the wording of any error you saw.
- When it happened — the date and time, and your time zone if you know it, so we can line it up with the logs.
Do not send card numbers, passwords or one-time codes — we never need them, and we will never ask for them by email.
4. Payments and refunds
Nothing is charged today. Checkout is temporarily unavailable, we do not collect card details or any other payment information, and there is no subscription, invoice or charge to ask about. That means there is no billing inbox to send you to — and no third-party buyer portal either.
If a payment channel opens later, every charge will come with its own documented support route on this page, published before the first charge. Until then, questions about credits, failed generations, the plans shown on the pricing page, or anything you think we have got wrong go to admin@mail.ficreel.com. The Refund Policy explains the current position in full.
5. Response time
We aim to reply within 2 business days, and most messages get an answer the same or the next working day. A complex problem — a generation that failed in a way we have to trace, or a rights complaint that needs a review — can take up to 5 business days, and we will tell you if it will.
Support is handled by a small team in a single time zone, so a message sent over the weekend or on a public holiday is normally answered on the next working day. If your message is about a privacy right, we will respond within the period the law allows, which is usually shorter than the times above.