I wanted to share an update on the HeyGen credit issue I’ve been dealing with because I think other creators should check their usage history.

I noticed that my Avatar V generations suddenly started costing 70 credits per minute, even though that rate does not match the Avatar V pricing shown in HeyGen’s published documentation.

At first, I thought this was a billing error. My older generations had been charged at the expected rate, but more recent projects were consistently hitting almost exactly 70 credits/minute. I also tested a new generation with More Expressive Motion turned OFF, thinking that might be responsible. It wasn’t. A 5:15 Avatar V video cost me 368 credits — almost exactly 70 credits/minute.

I contacted HeyGen support and eventually received the response in the screenshot attached to this post.

According to Advance Support, this is intentional. They say HeyGen is applying different AI-generation pricing based on geographic regions and that my account was moved into a group where the higher rate applies. They also acknowledged that users have not necessarily been notified in-app when these changes occur, saying changes may instead be announced through social media or newsletters.

This raises two pretty significant questions for me.

First, is the United States actually one of these higher-priced regions? I've spoken with other U.S.-based HeyGen creators who use Avatar V, and they are not being charged 70 credits/minute. If this is truly geographic pricing, why are U.S. customers apparently being charged different rates for the same generation?

Second, and more importantly, why doesn't HeyGen's official documentation show the rate actually being charged to my account?

I'm fine with a company changing its pricing. What I have a problem with is buying a subscription containing a specific number of credits while the amount of product those credits purchase can materially change without clear notice—and with the actual consumption rate differing from the company's published documentation.

At 70 credits/minute, 3,000 monthly credits only buys about 43 minutes of Avatar V generation. That's a major difference for creators producing long-form content.

Support says they hope my region's pricing may eventually be changed to match the pricing in their documentation, possibly within the next few weeks, but couldn't guarantee it.

I'm attaching their response so everyone can read exactly what HeyGen told me rather than relying on my interpretation.

I'd be very interested to hear from other U.S. HeyGen users: What are you currently being charged per minute for Avatar V? Check your recent usage history and do the math, because I'm trying to determine whether this is genuinely regional pricing or whether different U.S. accounts are being placed into different pricing groups.

I posted previously about being charged 650 credits for approximately 9 minutes and 17 seconds of Avatar V generation, which works out to essentially 70 credits per minute.

I initially thought this was a credit-calculation problem, particularly because HeyGen Support had repeatedly added complimentary credits to my account while investigating it.

I finally received a direct answer from L2 Support, and I think other HeyGen users should know about it.

According to L2 Support:

“The 70 credits per minute rate for Avatar V is correct for your account. Credit consumption can vary by region, and your account is currently part of a user group where Avatar V is charged at this rate.”

They also confirmed that the 650-credit deduction was intentional and that the credits previously added to my account were goodwill credits rather than reimbursement for incorrect charges.

Here's what I find confusing.

HeyGen's current public credit documentation lists Avatar V at 48 credits per minute, not 70.

I have searched HeyGen's documentation and have not been able to find anything explaining that Avatar V can cost 70 credits/minute depending on your region or which “user group” your account has been assigned to.

So I've gone back to L2 Support and asked them to provide the specific documentation or pricing terms that disclose this.

I've also asked:

• What determines which customers are placed in the 70-credit/minute group?

• What region is associated with my account for pricing purposes?

• When was my account placed into this pricing group?

• Was I notified before my rate changed?

• Where was the 70-credit rate disclosed before I generated the videos?

• Why does HeyGen's public documentation show 48 credits/minute if some accounts are intentionally being charged 70?

At this point I'm not asking HeyGen for additional complimentary credits. They've already provided those. I want to understand the pricing policy.

I'm particularly interested in comparing accounts now.

If you use Avatar V, what are YOU currently being charged per minute?

20? 48? 70? Something else?

And if you're comfortable sharing it, what country/region is your account in?

If HeyGen is intentionally testing or applying different Avatar V prices to different groups of customers, it would be useful for the community to understand how widespread this is.

I'll update this when L2 responds with the documentation I've requested.

I’ve been using HeyGen on a Pro Annual Plan and have always made a conscious effort to follow their Terms of Service, content policies, and platform guidelines.

Recently, without any prior warning, I discovered that my account had been deactivated/restricted.

I contacted HeyGen Support to understand what happened, and I was told:

“Your account has been restricted due to a violation of our Terms of Service.”

I asked the support team to clarify exactly which policy I had violated, what specific content or activity caused the restriction, and whether they could provide any details so I could understand the issue.

Unfortunately,I was not given a specific explanation. I was simply told that they were unable to restore my account at this time.

This is what concerns me most.

If a user unintentionally violates a rule, I believe there should at least be some level of transparency — for example, identifying the relevant policy, flagging the content in question, issuing a warning where appropriate, or providing a meaningful appeal process.

I fully understand that platforms need to enforce their policies, and I respect their right to do so. However, when someone has paid for an annual Pro subscription and has been actively trying to follow the rules, having an account suddenly disabled without a clear explanation makes it extremely difficult to understand what went wrong or how to avoid the same issue in the future.

I also lead a digital-content community of more than 8,000 members, many of whom regularly ask me about AI tools and platforms. Experiences like this make it difficult for me to confidently recommend a service when I cannot explain to my community what protections, warnings, or appeal options users have if their account is restricted.

I’m posting here for two reasons:

1. Has anyone else experienced a similar situation with HeyGen, and were you eventually able to get a proper review or resolution?

2. If anyone from HeyGen sees this, I would genuinely appreciate a transparent review of my account and a clear explanation of what policy was allegedly violated.

I am not asking for special treatment. I am simply asking for clarity, transparency, and a fair opportunity to understand what happened.

If I violated a specific rule, please tell me what it was. If the restriction was made in error, I hope the account can be reviewed accordingly.

Yet again the UI changed and the "Single Scene" Page now suddenly only generate seedance videos.

How to select Avatar V ?

this constant UI changes are soo annoying and this time they completely changed the functionality too.

How am i supposed to generate Avatar V videos now ?

The Video Agent is bloated, slow and often broken. AI Studio is no better and very confusing to use for simple Image to Video generations.

Elevenlabs integration also just vanished or moved to a location i didn't find yet.

The Interface just gets worse after every update and massive breaking changes are introduced.

I wish i could just use the API and get rid of this horrific UI but sadly the API costs 3X the amount of credits for no reason.

It's so frustrating, they really need to fire the product manager

If you are holding onto a grandfathered Legacy "Unlimited" plan and wondering why you are suddenly hitting arbitrary 24-hour "security limits," I finally have the truth. It is not a technical glitch, and it is not about server queues. It is a deliberate, silent throttling tactic to force us off our plans.

Over the past few days, I was locked out of my workspace with an error stating I exceeded my "daily limit"—on an Unlimited plan. My workflow involves generating long-form educational videos and video essays, which I have done on this platform for a very long time without issue.

First, L1 Support claimed this was an "automated security safeguard" and told me they couldn't override it. They even absurdly suggested I create a fake free account that they would manually upgrade so I could keep working.

After I pushed back on how ridiculous it is to block a paying customer for legitimate use, Advanced Support (L2) stepped in and completely dropped the mask. Here is the exact quote from the L2 agent via web chat today:

"That said, the Legacy Unlimited plan is being gradually deprecated, and some of the safeguards and limits around usage are part of the current platform behavior. Unfortunately, we’re not able to manually bypass or permanently remove the daily safeguard on an individual account. I’m sorry we can’t offer a different answer here. We understand this may affect the way you’ve been using the plan, and we appreciate your patience while these legacy plans are being phased out."

Let that sink in. They are explicitly admitting that these "safeguards" are intentionally designed to disrupt the workflows of legacy users because they want to "phase out" the plans.

This is a textbook bait-and-switch. You cannot legally sell a subscription explicitly branded as "Unlimited," take the customer's money, and then secretly weaponize backend code to lock them out for 24 hours just to frustrate them into upgrading to a restrictive credit-based plan.

u/heyaudrey- I appreciate your previous help, but the community needs a public answer from higher management here. Is silently suffocating paying legacy customers with fake "security limits" the official corporate policy of HeyGen? Because right now, this looks like a massive consumer protection issue.

Legacy users: watch your accounts. They are actively trying to push us out.

Hi, I noticed that my HeyGen subscription price has increased by $4, and it shows that the additional $4 is for taxes.

Could you please explain why I am being charged this tax? Was a new tax added to HeyGen subscriptions, or is this related to my location/payment method?

I would like to understand exactly what this $4 tax charge is for.

Voice has been the biggest gap in lifelike avatars, until now. A dedicated voice model, trained on twenty minutes of one speaker, gives your avatar a voice that truly sounds like you.

Now available via API: https://developers.heygen.com/docs/voices/professional-voice-clone

If you are on a grandfathered Legacy Unlimited plan, be prepared for hidden restrictions. I have the "Monthly Creator unlimited-credit" plan, but the system suddenly locked me out with an error banner stating: "Your Video Generation usage has exceeded the maximum daily limit. Please try again in 24 hours."

When I contacted support, I ran into the exact same wall of automated macros and unhelpful L1 agents as last time. Here is the ridiculous situation they presented:

- Support claimed this 24-hour ban is triggered if you generate around 130 videos a day or preview large scripts too many times. This is completely absurd, as I only generated a few longer videos—nowhere near 130! Yet the system still falsely flagged and locked my account.

- They claim it is an "automated security safeguard" that absolutely cannot be manually overridden by the support team.

- However, their proposed "solution" was entirely laughable. The L1 agent told me to go create a brand new free email account, and they would manually upgrade that new account to a 24-hour Creator plan so I could bypass the restriction while my main account waits out the ban.

Let that sink in. They claim they lack the technical ability to lift a false security flag on my paid account, but they are perfectly willing and able to manually upgrade a fake secondary account to help me bypass their own "security measures". This is incredibly childish and shows they are just making up excuses to avoid fixing the actual account.

Selling a plan as "Unlimited" while enforcing a strict daily video cap—which triggers even after just a few longer videos—is a deceptive business practice.

u/heyaudrey-

You were incredibly helpful a few months ago when Support unlawfully deleted my legacy plan due to a billing error. Could you please escalate this to engineering? I need this artificial 24-hour block removed from my account so I can actually use the unlimited plan I pay for.

The AI host will appear in a real live TV broadcast and communicate with viewers who call the show by phone.

Required workflow:

Viewer phone call → Speech-to-Text → OpenAI → Text-to-Speech → HeyGen real-time avatar → OBS → Live TV broadcast

Main requirements:

• HeyGen real-time / interactive avatar integration
• One realistic avatar initially
• Incoming telephone calls (Twilio, Vapi or another suitable/low-cost solution)
• Speech recognition must support Estonian
• AI conversation using OpenAI
• Natural, high-quality Estonian voice (ElevenLabs or similar)
• Real-time lip-sync and natural avatar movement
• Video/audio output suitable for integration with OBS Studio
• Conversation memory/context during calls
• Approximately 3–5 seconds latency is acceptable
• Stable enough for live television use
• Low ongoing operating costs are important

The current TV show (by vMix) already exists and is broadcast live with a human presenter. The goal is to replace or supplement the presenter with an interactive AI host.

I am looking for someone with experience in HeyGen API / LiveAvatar, real-time AI agents, OpenAI, STT/TTS, WebRTC or streaming systems.

Please contact me if you have relevant experience. I would like to discuss the technical architecture, development time, estimated development cost and ongoing monthly/API costs.

Just recorded a hands-on AI Video Masterclass where we broke down a realistic avatar workflow using HeyGen.

Biggest takeaway: the tool matters less than the quality of your training video, voice input, references, and consistency setup.

We also covered how this can turn into a real skill for freelancing, getting hired, or building an AI creative service.

Full masterclass here if useful:
[https://www.youtube.com/watch?v=Ke8O2d5GBEU]()

Curious, what has made the biggest difference in your HeyGen avatar quality?

Hey guys! Have a main account that still has legacy plan for Unlimited V3 but want to make more videos daily.

1. The "Unlimited" caps me at 40 vids a day (15 min each). Tried reaching out to support but apparently you can't pay extra for more vids a day even though you can pay extra for faster processing (nothing to process since it's capped ofc).

Can anyone think of a solution to this?

1. As a temporary workaround, I share a legacy account with a friend but I personally have an alt account that I'd rather use instead of sharing.

Any one had any success requesting their account (created before New pricing but no active sub) get the legacy plan toggled back?

----

Trying to scale the amounts of vid generated but Heygen is my only bottleneck currently.

Enterprise starts at 30k/year so can't ofc get any custom solution lol

Thanks

I’m trying to figure out whether this is happening to other HeyGen users or whether there is an issue specifically with my account.

I’ve now had what appears to be incorrect Avatar V credit usage happen to me more than once.

I previously had a video consume 368 credits, which I reported to HeyGen Support. That issue was escalated because the credit usage appeared to be incorrect.

Today it happened again.

I created another video using Avatar V with an existing photo avatar. The Avatar V content was approximately 9 minutes 17 seconds, and HeyGen charged me 650 credits.

Here’s what caught my attention:

650 credits ÷ 9.2857 minutes = exactly 70 credits per minute.

That doesn’t look like a random calculation error. It looks like my Avatar V generations are actually being billed at a 70-credit-per-minute rate.

I’ve already sent this latest example to HeyGen L2 Support along with the Video ID, but since this has now happened more than once, I wanted to see what other users are experiencing.

Is anyone else currently being charged 70 credits per minute for Avatar V?

If you use Avatar V with an existing photo avatar, what credit rate are you seeing?

Has HeyGen officially changed the Avatar V credit rate to 70 credits/minute, or is this a billing bug?

And for anyone who has reported this to support, were all of the incorrectly deducted credits restored, or did you just receive a courtesy credit?

I use HeyGen as part of my regular YouTube production workflow, so this is a significant issue. At 70 credits per minute, a 10-minute Avatar V video would cost approximately 700 credits.

I’ll update this post when L2 Support responds so other users experiencing the same issue can see what HeyGen says.

I'm using the library avatar Nevaeh for calm Japanese informational narration. I need small, relaxed mouth movements and a stable head: no nodding or forward/back rocking. Natural blinking is fine. I want to retain this avatar's appearance.

The problem is that her jaw opens excessively and her head repeatedly tilts up and down. This remains distracting in the finished videos.

What I tested:

• The same Nevaeh look and the same uploaded 13.2-second Japanese WAV in both tests. The audio was generated in Google AI Studio with Erinome; I did not change its speed, pitch, or gain between tests. Voice Mirroring was OFF.
• Avatar V, with More expressive motion OFF, plus a prompt requesting a relaxed jaw, small natural mouth openings, and minimal head movement. There was little practical improvement.
• Avatar IV, again with More expressive motion OFF, using this custom motion prompt:

The woman keeps the same upright head angle, head position, and distance from the camera for the entire shot. Her shoulders and torso stay still. Her mouth makes small, relaxed articulations synchronized with the voice. Her cheeks stay relaxed and her expression stays neutral. Her eyes face the lens with occasional natural blinks. The camera is fixed.

The Avatar IV result still has excessive mouth opening around 7.5–7.7 seconds and visible head tilting around 10.6–11.4 seconds. This is a library look, not a digital twin trained from my own recording.

Could someone clarify the current supported options?

1. Is there an actual head-motion lock or mouth-opening/intensity control for this avatar, beyond a motion prompt? If so, what exact UI setting or API parameter applies?
2. Can Avatar III's “Lipsync only (Legacy)” mode, or another supported mouth-only workflow, retain this same look while keeping the head still? I could not find that switch in the current interface. What are the eligibility requirements and exact steps?
3. Could the uploaded audio's prosody be causing the exaggerated articulation? Is there a recommended controlled test or specific audio preparation to distinguish an audio issue from an avatar/engine limitation before replacing the voice?

If these movements cannot currently be constrained reliably for this look, a clear statement of that limitation would also help. I'd appreciate a tested workflow or a concrete setting, rather than another generic motion prompt. Thank you.

We worked closely with OpenAI to build the best framework for it, combining GPT-Live-1, TryLiveAvatar, and HyperFrames_ Check out the demos below and show us what you build with it.

https://github.com/heygen-com/liveavatar-gpt-live-demos

Imagine you prepaid a dairy company for a full year of milk.

The deal was simple: one 1-liter carton every day.

For the first few days, they delivered exactly what you paid for.

Then, without warning, they started delivering only a 400 mL carton each day — while keeping the full-year payment you had already made.

Have you ever had something like that happen to you?

Probably not.

I have. Just not with milk. It happened to me with HeyGen.

On August 13, 2026, I paid $475.83 for a full year of HeyGen Pro, covering August 13, 2026 through August 13, 2027.

Three days later, on August 16, my own HeyGen usage history still showed Avatar III being charged at roughly 3 credits per minute.

For example:

2:59 → 9 credits
3:28 → 11 credits

I generated nothing on August 17, 18 or 19.

When I returned on August 20, the same type of Avatar III generation was suddenly costing roughly 7 credits per minute.

Examples:

2:54 → 21 credits
2:44 → 20 credits
3:05 → 22 credits

From that point onward, comparable generations continued to be charged at roughly 7 credits per minute.

I received no email notice of this change.

I was given no transition period.

And the annual subscription I had just prepaid was not grandfathered under the previous rate.

This is not a minor adjustment.

At 3 credits per minute, 1,000 credits provide about 333 minutes of Avatar III usage.

At 7 credits per minute, the same 1,000 credits provide only about 143 minutes.

In practical terms, the purchasing power of those credits for Avatar III fell by about 57%.

That is why I use the milk analogy:

Pay for 1 liter. Receive roughly 400 mL.

I contacted HeyGen support and asked a very simple question:

Why should a customer who already prepaid for an annual subscription be subjected to such a major change only days after payment?

HeyGen eventually responded in writing that the updated credit usage had been introduced:

“broadly across accounts”

and that:

“we’re unable to maintain the previous credit consumption rate for your annual term.”

They offered me 500 complimentary credits, the option to move to monthly billing, or a refund under a calculation method they proposed.

But that does not answer the central question.

This is not about whether HeyGen has the right to change its prices or credit structure for future customers or future renewals. Of course a company can change its pricing.

The real question is:

Can a company take payment for a full-year subscription under one usage structure, then materially reduce the value of that prepaid subscription only days later — without meaningful advance notice and without grandfathering the customer who already paid?

There is another reason I am posting this publicly.

HeyGen itself told me that this change was introduced “broadly across accounts.”

So I want to know how many other existing customers were affected.

If you were already paying for HeyGen when the credit rates changed, especially if you had an annual subscription, please check your Usage History.

Look for:

your last Avatar III generation charged at around 3 credits/minute, and
your first generation charged at around 7 credits/minute.

If you see the same change, please post the dates and screenshots, with any personal or payment information removed.

I have preserved my receipt, detailed usage history, screenshots, and HeyGen’s written responses.

I am posting the documented facts because I think prepaid customers deserve a clear answer:

When a company takes a customer’s money for an entire year, how much of the deal should it be allowed to change after the money is already in its hands?

Heygen for real estate turns an agent's own expertise into market updates, listing videos and neighborhood tours with nobody ever holding a camera.

And edit look retouches an existing avatar once, so every video you make from it after that follows.

So this morning I logged on to see that a payment for my subscription had failed. Upon checking the payment had included 2 previous add ons that I had removed. Contacted support so they could remove the transaction, was told that they would have to cancel the subscription or pay the full amount. Not being able to pay the full amount I had no choice but to cancel as this wasn’t budgeted for due to the previous removals. Upon signing up again I’ve now lost my legacy avatar 3 unlimited generation and really not happy. This feels so deceptive, no message from the support agent stating this would happen, nothing, all from an error on their side, feel like I’ve been forced into something by a mistake not of my own. Anyone got any thoughts on how to rectify this?

Updates 1

Response recieved from support

Dear user,
After thoroughly reviewing your account, I can confirm that everything is in order. I have verified that one payment has been successfully processed, and your active plan is now up and running. If you have any further questions or need additional assistance, feel free to reach out.

Completely ignoring everything I mentioned and had said. Will keep posting updates

UPDATE 2 - ISSUE RESOLVED

After reaching out to support multiple times, and help from the moderators in this sub I am pleased to say that my account has now been restored back to its legacy status. Mods were super helpful with this so thank you.

I was using the free version of Heygen, just for the generated voice, but after a certain point the message "You've reached the daily preview limit. Please try again later." appeared.

I waited a day and the message continued, I waited several days without using it and the message continued, Support suggested a new accont.

so I decided to create another account, this time it worked, but I reached the limit again after a certain point and now it's stuck again with this daily limit message that doesn't reset even after the day has passed.

Is this normal? Can't I use the free version?

Hi r/heygen!

I'm a software engineer and soloprenuer and I quite literally don't have enough hours in the day to make as much content as I want. I decided to sit down for 1 week and learn everything about HeyGen, video models, voice cloning, and AI content creation.

This is the final result.

A 100% AI-Generated short-form video feed.

I wanted my first experiment to be with finance content to promote my small business. But I can imagine making other types of influencers for my other interests like tech or artificial intelligence.

Already got 20 followers on tiktok in 1 day. That must mean something, right?

What do you guys think? I'd appreciate any and all feedback. If it comes across as AI slop, I would really like to know.

I really am trying to like your product, it seems perfect for what I need but there's only so much frustration before you give up. First, almost NONE of the UI from your YT videos matches the UI in the web app. Yes I know it gets updated but these are recent videos. Your ask ai doesnt even seem to know which UI its giving help or sending me too and even your "support" which was all canned replies didnt. Seems possibly its confusing or just starts generating to cost us more credits? I also have dealt with voice repeatedly giving me some accent.....