Trust & operations
Support & Status Guidance
Effective Date: July 8, 2026
This page explains how MotionLab handles user support, service status, technical incidents, generation queues, and platform availability expectations.
1. Support Scope
We are here to help you get the most out of our creative visual tools. Our team can assist with:
- Account access issues
- Billing & LemonSqueezy invoices
- Credit consumption & failures
- Failed generation jobs
- Asset upload problems
- Visual output download issues
- Motion Studio (beta) questions
- Terms & acceptable use questions
- Suspected browser or platform bugs
- Feature requests & questions
Support does not provide legal clearance, copyright guidance, trademark clearance, client approval, or guaranteed creative outcomes.
2. What to Include in a Support Request
For faster resolution, please submit support inquiries with:
- Your account email address.
- Specific job IDs or public share links.
- A descriptive screenshot or screen recording of the issue.
- LemonSqueezy order/invoice IDs (for billing issues).
- Your browser, device, and operating system if relevant.
WARNING: Do NOT send passwords, private API keys, full credit card details, or unnecessary sensitive personal info.
3. Service Status and Infrastructure Dependencies
MotionLab relies on robust third-party infrastructure (Clerk, LemonSqueezy, Railway, Cloudflare R2, Pusher, Resend) as well as creative AI compute and model providers (RunPod, fal.ai, OpenRouter, Groq, NVIDIA-hosted APIs). Outages, delays, or degradation in these upstream services can occasionally affect user experience, queue times, and API responsiveness.
4. Generation Delays
AI rendering times vary based on model complexity, visual dimensions, frame count, queue density, storage transfers, safety filtering, and GPU limits. A rendering delay is not necessarily an indication of system failure.
5. Service Level Expectations
Unless you hold a custom written Enterprise SLA, MotionLab services are provided on an “as is” and “as available” basis. We do not guarantee fixed queue times, absolute uptime percentages, immediate support response times, or specific creative styling success.
6. Incident Management
During major incidents or service failures, we may temporarily disable affected models, restrict new asset uploads, pause queue submissions, refund failed jobs back to your user account, or execute recovery routing. Status disclosures are provided for operational transparency.
7. Abuse and Security Limitations
We reserve the right to deny support requests that relate to prohibited content creation, security bypasses, payment fraud, or attempts to access other users' library data.