HELP CENTER
Find the answer before you open a ticket.
Use this page for account access, creator workflows, publishing, connections, billing, automation and troubleshooting. When a problem is specific to one item, the exact status and error message usually matter more than the general symptom.
Account & login
Use the public Log in button, which routes to the customer application. If login fails, verify the email, password-reset flow and that you are not trying to use the WordPress staff login.
Account answers ↓Creator production
Video, Music Studio, Shorts and Podcast each have different production states. Check whether generation, rendering, review or finalization is still pending.
Production answers ↓Publishing
Publishing requires an authorized destination, a publishable item and valid release metadata. A successful content render does not automatically mean the item is publishable.
Publishing answers ↓Billing & credits
Plan limits, AI credits and external advertising spend are separate concepts. The live Pricing page and customer billing area should be checked before contacting support.
Billing answers ↓Connections
An authorized provider can still need the correct channel mapping, permissions or account selection. Verify the destination before retrying publication.
Connection answers ↓Autopilot & campaigns
Automation only works inside configured modes, permissions and safeguards. Check plan entitlement, budget guards and required approvals.
Automation answers ↓ACCOUNT & ACCESS
Login, registration and workspace access.
Where do customers log in?
Use Log in on echoverse-ai.com. It routes to the secure customer application at app.echoverse-ai.com. WordPress wp-login.php is for website administrators, not customer accounts.
I cannot see a workspace or feature I expected.
Confirm you are in the correct account and workspace, then check your plan and permissions. Features can also depend on an authorized provider or the state of the content you are working with.
CREATOR PRODUCTION
What common production states mean.
ProcessingA generation, render, caption, audio or finalization step is still running or queued. Refresh later instead of repeatedly creating duplicate jobs.
Ready for ReviewThe item can be reviewed but may still require approval or final mastering before publication.
ReadyThe production has reached its required ready state. Available actions depend on the content type and destination.
FailedRead the exact error before regenerating. Retrying cannot fix every policy, rights, permission, credit or configuration problem.
All video scenes say Ready but the video is not playable.
Scene readiness and final-video readiness are separate. The system still has to assemble the final render and complete required quality or audio finalization. If a preview becomes available during finalization, use that preview while the final state completes.
Why does a scene regenerate more than once?
Supported transient failures can trigger bounded retries with simpler prompts, compatible sizes, alternate approved models or safe source fallbacks. Permanent policy, rights, permission or credit failures should stop instead of being forced through.
Why does a Short look different from the long video?
The native Short workflow can recompose clean source scenes into 9:16 and generate fresh Short-specific captions. That avoids simply shrinking or padding a captioned 16:9 master.
PUBLISHING
Before you press Publish, check four things.
01Content state
The item must be in a publishable production state.
02Destination
The intended channel or provider account must be connected and selected.
03Release package
Review title, description, tags, hashtags, language, category and format-correct artwork.
04Publish timing
Choose Publish now or a valid future schedule for each item when scheduling is available.
CONNECTIONS
Authorized does not always mean correctly routed.
If publishing goes to the wrong place or is unavailable, verify the selected EchoVerse channel, the mapped provider destination and the provider account permissions.
YouTubeConfirm the intended YouTube channel mapping before publication.
Advertising providersConfirm the authorized ad account and permissions used by the workspace.
DisconnectingRemove or revoke a connection when you no longer want it used.
BILLING & CREDITS
Check the live Pricing page before asking which plan is current.
Public plan prices come from the EchoVerse AI database. Subscription access, AI or production credits, and external advertising spend are separate cost layers.
AUTOMATION
If Autopilot is not acting, verify the mode and its guardrails.
A workflow can remain intentionally blocked by review requirements, budget limits, schedule rules, missing permissions or a disconnected provider.
STILL NEED SUPPORT?
Send the details that make the problem reproducible.
A complete first message reduces back-and-forth and helps staff identify whether the issue is account, connection, production, publishing or provider-specific.
Workspace name or IDContent/job/publication IDExact error messageApproximate date and timeBrowser/device if UI-relatedScreenshot without passwords or tokens