Warfarechief
System Malfunction caused lost of credits
The issue: I was creating a video and there was an upscale tool selection on the one video I produced, I selected to see what the cost would be. the site froze and when I finally got it back online it was on a screen as completed, I did not select it. I tried to back out and and even logged off. I could not see or download the file it produced. My credits were just gone. After I got back in 297 credits were gone. I contacted the help deck AI and was informed that I would be contacted by support soon. This is the responses from the Customer support - **************************************** Dear Customer, That is correct — you used the more expensive Video Upscaler tool. Your Task ID was 9c0959e8-3ecc-42e0-9d3b-be24cf5919a3, and the cost was 297 credits. Unfortunately, we are unable to issue a refund, as the task was completed successfully. You can always check the cost of a tool before starting the generation — the price is displayed at the bottom, under the Generate button. Is there anything else I can assist you with? ************************************ My response was If you are telling me that I can not get my credits back fine I will delete my account. But I do not want to get a reply from an AI Bot trying to tell me that the logs show I selected something that the same logs will show I did not download and it is not on the site any longer. I request another review of this issue and a response from a Human Being. ********************************* Their response - Dear Warfare, The tool cannot be selected accidentally. You entered the tool, uploaded the video, and manually started the generation, which we also paid for on our side. Yes, there are currently delays on our website, but tools do not start generations automatically. In order for a video to be sent to the Upscaler from another tool, you need to open the generation results, click “Send to tool”, select the Video Upscaler, and then click Generate. Unfortunately, we are unable to issue a refund for this task. Thank you for your understanding. Kind regards, Arina ZenCreator Support Team *********************** my response Arina, Well it appears that regardless of how I explain what I did, you do not believe your system is at fault. Fine, if that is the case please provide the 200 credit file that your system produced for me. You do that and I will close this matter. Regards ++++++++++++++ Dear Warfare, The Task ID of your generation is 9c0959e8-3ecc-42e0-9d3b-be24cf5919a3. I am also attaching the result file below. ******** The video I received was corrupted and pixelated, not usable for anything. I delete my account - I was trying to create images to create a LoRA and the cost of 1 credit per image was a great price but loosing almost all your credits on a upscaler is wrong and the way their customer care works I would rather do the time consuming work locally than trust ZenCreator. Be careful trusting them.
Response from ZenCreator | AI Realistic Video and Image GeneratorApr 23, 2026
Hi Warfare, Thank you for taking the time to share such a detailed review. We’re sorry to hear that this situation led to such a negative experience for you. This case took place a couple of months ago, and at that time we carried out multiple checks together with our technical team to make sure there was no system error. Based on that review, the Upscaler task was manually started and successfully completed on the platform. According to our refund policy, we’re unable to return credits for successfully completed tasks. While we always try to meet our users halfway whenever possible, in this particular case a refund was not possible. That said, we understand that the result did not meet your expectations, and we’re sorry that this impacted your overall experience. If you’d like to revisit this or have any remaining questions, you’re always welcome to contact us at [email protected] — we’ll be happy to go through everything with you again. Best regards, ZenCreator Team