Contact & Support
We read every message and aim to reply within 2 business days. Using the subject lines below routes your request to the right queue and gets you a faster answer.
Support Email
This is the single point of contact for support, billing, privacy and abuse reports. We answer Monday to Friday, and most messages receive a reply within 2 business days.
Render or Credit Problems
If a render fails, hangs, or produces a warped result, email us with the subject line "Render Issue" and include the email you signed in with, the approximate time of the render, the resolution tier you selected and a short description of what went wrong. Credits spent on renders that never completed are restored.
Refund Requests
Unspent credit packs can be refunded within 14 days of purchase. Email us with the subject line "Refund Request" and include the email you signed in with and the approximate purchase time. Eligibility details are in the Terms of Service.
Data Access or Deletion
To obtain a copy of your personal data, or to have your account, renders and credit history deleted, email us with the subject line "Data Request". Include the email address you signed in with so we can verify the request. Verified requests are handled within 30 days. See the Privacy Policy for the full set of rights.
Unauthorized or Non-Consensual Content
If a video or photo uses your likeness without permission, email us with the subject line "Unauthorized Content", include a link or description of the content and proof that you are the person depicted or their authorised representative. Verified reports are removed and the responsible account is blocked.
Copyright Complaints
If you believe content on this site infringes your copyright, email us with the subject line "Copyright Notice", identify the work, identify the allegedly infringing material by URL, provide your contact details, and state that you have a good-faith belief the use is unauthorized and that the information you supplied is accurate.
Business and Partnership
For licensing, volume credit packs or integration questions, write to support@hotel-lobby-ai.video with the subject line "Business" and describe the use case, expected monthly volume and the brand behind the request.
Before You Write
- Check the pricing page for credit costs and the consumption table.
- Re-crop both photos to the same framing before reporting a warped render: mismatched scale is the most common cause.
- Allow up to a few minutes for a payment webhook to credit your balance before reporting a missing top-up.
Hotel Lobby AI // Independent and fan-made. No affiliation with any artist, label or broadcast platform.