How can we help?
Real humans answer every email. Response times below.
Contact us
(Interim: use douglas@streetbasics.com until Google Workspace deploys.)
Response times
| Issue type | We respond within | Resolved within |
|---|---|---|
| Cannot generate videos (blocking) | 4 business hours | Same day |
| Tokens missing after purchase | 4 business hours | 24 hours |
| Bug or unexpected behavior | 24 business hours | 5 business days |
| Refund request | 24 business hours | 5-10 business days |
| Feature request | 3 business days | Answered, timeline varies |
Business hours: Mon–Fri, 9 AM – 5 PM Mountain Standard Time (Phoenix, AZ).
Emergency (blocking issue on your live store): subject line starts with URGENT — we respond within 4 hours, 7 days a week.
Frequently Asked Questions
How much does Magic Motion cost?
5 tokens = 1 video. Token packs from $25 (Starter, 25 tokens) up to $4,000 (Enterprise, 5,000 tokens). Bigger packs save up to 20% per token. New shops get 25 free tokens on install — 5 free videos to try everything. No monthly subscription. Tokens don't expire. See full pricing at /pricing.
How long does it take to generate a video?
60–120 seconds on average. Curated Drop batches of 10 products complete in about 10–15 minutes total (parallelized). If it's been more than 10 minutes with no result, contact support.
What if I don't like the video?
Preset users: click Regenerate. If it's a technical failure OR you used a preset and want a different vibe, you get a free regeneration. Custom prompt users: free regeneration only for technical failures. Full policy at /what-to-expect.
Can I get a refund?
Yes, within 7 days of pack purchase IF you've used fewer than 10% of the tokens AND no videos have been auto-attached to your Shopify store. Email support with your shop domain + charge ID. Processes in 5–10 business days.
Which plan should I start with?
Most merchants start with Creator ($95 / 100 tokens = 20 videos). It's our most popular pack — enough to test across your top products. Just testing? Start free (25 tokens on install).
Does Magic Motion work on my Shopify plan?
Yes — Magic Motion works on all Shopify plans (Basic, Shopify, Advanced, Plus). You need admin access to install (any Staff role with app permissions).
Do I own the videos Magic Motion generates?
Yes — 100%. You own commercial rights to every video. Post on TikTok, Reels, Instagram, YouTube, use on your product pages, run as paid ads. No royalties, no attribution required. One caveat: you're responsible for having the rights to any source images you upload.
What happens to my videos if I uninstall Magic Motion?
Videos already attached to your Shopify products remain — they are yours. Unused tokens held for 30 days. Reinstall within that window and your balance restores. After 30 days: all data permanently deleted per GDPR shop/redact obligations.
Can I use these videos on TikTok / Reels / Instagram / Facebook ads?
Absolutely. Videos are 9:16 vertical, 15 seconds long, 1080p — perfect for every major social platform. Many merchants generate 100+ videos with Magic Motion, use them on product pages AND run the same videos as paid social ads.
My video failed — what should I do?
Check your token balance. If tokens weren't consumed, the generation didn't start (try a different image). Check your gallery — sometimes videos complete but the UI takes a few seconds to refresh. Still stuck? Email support with your shop domain, the video ID, and a screenshot. Response within 4 business hours for blocking issues.
Troubleshooting common issues
"Cannot generate any videos"
- Token balance is 0 — check the ⚡ badge in your top nav
- Uploaded image too small or corrupted — try min 500×500
- Daily generation cap hit (100/day per shop) — wait 24 hours or email support
"Purchased tokens but they did not appear in balance"
- Shopify charge still processing — wait 5 min, refresh
- Purchase redirect got interrupted — email support with your Shopify charge ID
- Duplicate charges refunded automatically within 3 business days
"Video generated but did not auto-attach to Shopify"
- Product no longer exists in Shopify — was it archived or deleted?
- Video file exceeded Shopify's size limit (rare, ours are ~5MB)
- Shopify permissions revoked — check Settings → Apps → Magic Motion
"Text overlay is missing from my video"
- Text overlay field was left blank
- Text too long — we cap at ~40 characters for readability
- Rare rendering issue — email support with video ID, we regenerate free
"QR code is not showing on my video"
- QR destination URL was blank
- QR appears in last 4-5 seconds — watch to the end
- Rare ffmpeg glitch — email support, we regenerate free
Escalation — founder call
If email support doesn't resolve your issue, ask for a founder call. Founder Douglas Rose personally handles all unresolved issues. You'll get 15 minutes on Zoom to walk through it together.
Reply to any support email with "I'd like a founder call about this" and we'll send you a Calendly link within 24 hours.
Report a bug
Email support@magic-motion.ai with subject BUG: [description]. Include what you were doing, what you expected, what happened, a screenshot, your shop domain, and browser/OS.
Feature request
Email support@magic-motion.ai with subject FEATURE REQUEST: [description]. Most-requested features get prioritized in our roadmap.