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Tell us what you need. We will reply as quickly as possible.
Getting a useful answer, faster
ViralNebula is run by a small team, and the form above is the direct line to it — there is no outsourced help desk in between. That has an obvious upside and one practical cost: a message that arrives without enough detail turns into a round trip before anything can be looked at. A few specifics fix that. Name the account email you signed in with, the tool you were using, roughly when it happened, and the exact message you saw on screen. Error text is worth more than a paragraph of description, because it usually says whether the cause was a daily credit limit, a YouTube API quota, or a model failure.
It is also worth a quick look at the FAQ before writing in. The questions that reach us most often — how credits are counted, what the free tier covers, why a premium tool locked after one run, what happens when a generation fails — are already answered there and on the pricing page, usually in more detail than a reply would give.
Account and access problems
Sign-in runs through Google, so most access problems trace back to being signed into a different Google account than the one that holds your plan. Confirm which address is active before writing in — it is the single most common cause of “my credits disappeared”. If a purchase has not appeared on the right account, send the payment reference and the address you expected it on.
Billing and payments
Checkout runs through PayPal or Gumroad. Because access and credits are granted the moment payment clears, purchases are non-refundable — the refund policy sets this out in full, and the terms cover the rest. Duplicate charges and other genuine billing errors are a different matter and are dealt with through this form.
Tool output that missed the mark
Feedback on weak generations is genuinely useful, but only when it is concrete. Send the input you gave, the output you got and what you actually wanted — from the Script Writer, the Idea Generator or the Thumbnail Generator. Those examples are what the underlying prompts get tuned against.
Privacy and data requests
Requests about the data held on your account, including deletion, can be sent through this form. What is collected and why is described in the privacy policy. Please send such requests from, or naming, the account address in question so the account can be identified.
Before you write: the three things most messages are about
First, credits — every run reserves them up front and refunds them automatically on failure, so a failed generation should never reduce your balance. Second, locked tools — free accounts get one lifetime run of each premium tool, with ongoing daily credits on the Idea Generator and Video SEO Optimizer, which is why a tool that worked once can ask you to upgrade the second time. Third, “how do I actually use this” — the how-to-use guide walks a video from idea to published, the blog goes deeper on individual steps, and the Cloud Connector covers running the tools from an AI assistant.
Support questions
Can I email you instead of using the form?
Yes. Write to contact@viralnebula.com and you will reach the same place the form does. The form is usually faster to fill in because it prompts you for the details needed to answer on the first reply, but either route works.
What happens after I send the form?
Your message is recorded and relayed straight to the ViralNebula team. There is no ticket queue to chase and no separate support portal to sign up for — replies come back to the email address you entered on the form, so double-check it before sending.
What should I include so you can help on the first reply?
Tell us the email address on your ViralNebula account, which tool you were using, roughly when it happened, and what you saw instead of what you expected. If a generation failed, the exact on-screen message matters — it usually identifies whether the cause was a credit limit, a quota limit or a model error.
I was charged incorrectly. Is contact the right place?
Yes. Purchases are non-refundable because access and credits are granted instantly, but genuine billing errors such as a duplicate charge are taken seriously and are handled through this form. Include the payment provider you used, PayPal or Gumroad, and the transaction reference.
A tool said I had no credits left. What should I do first?
Check which limit you hit before writing in. Free accounts have 300 AI credits per day and 900 per month, and every premium tool beyond the Idea Generator and Video SEO Optimizer allows one lifetime free run. Credits are also reserved before a run and refunded automatically when a generation fails, so a failed request should not have reduced your balance.
Can I ask for a feature or report a bad result?
Please do. Specific examples are far more useful than general feedback — the topic you entered, the output you got and what you wanted instead. Reports about weak or off-target generations feed directly into how the underlying prompts are tuned.
Do you handle partnership, affiliate or press enquiries here?
Yes. Use the same form and put the type of enquiry in the subject line so it is routed correctly rather than treated as a support request.