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 2026-09-24
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 project name (and the shot number, if the problem is one specific shot) — projects are easier for us to find by name than by 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 Paddle never asks for them by email.
4. Billing, payment and refund questions
Paddle is our merchant of record, which means Paddle — not us — takes the payment, issues the invoice, handles sales tax and VAT, manages the subscription, and issues refunds. Billing questions therefore go to Paddle, because Paddle holds the transaction and we do not.
| Your question | Where to send it |
|---|---|
| A charge you do not recognise, an invoice or receipt, sales tax, updating a card, cancelling, or asking for a refund | Paddle buyer support — paddle.com buyer support (Paddle's buyer-facing site is paddle.net) |
| Credits that look wrong, a failed generation, a project that will not open, anything about the product itself | admin@mail.ficreel.com |
If you are not sure which applies, write to us first and we will tell you where to go — we would rather forward you than have you bounce between two inboxes. The Refund Policy explains the refund window and how a request is made.
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.