Customer support
Real humans, real answers — usually within 24 hours. Before writing in, the quick answers below solve most issues.
Contact us
Include your account email and order reference (RLY-XXXXXX) if your question is about a payment.
💳 Payments & credits
Card payments are credited automatically the moment payment clears. Manual payments (bKash, Nagad, bank, stablecoin) are verified by our team, usually within a few hours — your order status is always visible on your billing page. If credits seem missing, check your order history first, then send us the order reference (RLY-XXXXXX).
🔑 Login & verification codes
Didn't get your email code? Check spam first, then use “Get the code on Telegram” on the login screen — our @ReelyApp_bot will DM it to you instantly. Still stuck? Email us from the address you signed up with.
🎬 Failed generations
If a video fails to render, the exact credits are refunded to your balance automatically — no need to report it. If you believe a failed job wasn't refunded, send us the approximate time and we'll check the ledger.
⬇️ Downloads & video storage
Every generated video is free to download and stays available for 72 hours after rendering. Download anything you want to keep before it expires — after that it's gone for good.
🧾 Refunds
Unused credit packs are refundable within 7 days; failed generations refund themselves. Read the full policy or just email us — we handle every case personally.
Read the refund policy →🗑️ Account & data deletion
Want your account and data deleted? Email support@makereely.com from your account email and we'll remove your profile, uploads, and personal data within 30 days.
Business hours
We reply every day, usually within 24 hours. Payment verification runs daily — most manual payments are approved within a few hours.