KiVio support

Fastest: email

For bugs, feedback, refund questions, feature requests, legal / DMCA, or anything else — email the team directly:

support@kidsaivideo.com

Include screenshots, your account email, and the exact error message if there is one. Attach the time of the issue in your local timezone so we can match it to server logs.

Parents

• Coin purchase missing: on the Family dashboard, open the Wallet card and click Missing coins? Sync with Stripe. If still missing, email us.
• Reporting a video: on any video's share page (/v/:id), click 🚩 Report. An admin reviews and either approves (deletes) or rejects (keeps, with a note).
• Deleting your family account: from the Family dashboard, scroll to Danger zone → Delete account. We purge all parent + child rows within 24 hours. Confirm by replying to our confirmation email.
• Commission dispute: after a creator delivers a commissioned video, if there's a problem, open the thread's dispute flow. An admin reviews within one business day.

Creators

• Studio support ticket: at the bottom of the Studio dashboard there's a dedicated support form that routes to the admin queue.
• Rejected upload: the rejection reason prints inline on the row. For the common ones (resolution, aspect, AI-origin failure, moderation hit), see the Playbook §11. If the reason is wrong, email us with the content hash.
• Payout questions: payouts route through Stripe Connect. If a payout succeeded on Stripe but your Available balance didn't move, email us with the Stripe transfer id.
• Request admin deletion of a live video: in the Studio library, click 🗑 Request deletion on the row. Admin reviews.

External-tool users (Claude Code MCP, ChatGPT Plugin)

• Can't link: make sure the code hasn't expired (10-minute TTL) and that your KiVio creator email is verified.
• Lost or leaked a token: email us with the first 8 characters of the token prefix (not the whole token). We revoke it server-side within one business day.
• Rotation: mint a new token anytime from Studio → Link external tools → Generate link code (for Claude Code) or Generate ChatGPT bearer token (for the ChatGPT Plugin).
• Full creator setup docs: MCP guide or ChatGPT Plugin guide.

Legal, DMCA, press, partnerships

Email support@kidsaivideo.com with the subject prefix:

• [DMCA] — copyright takedown requests. Include the KiVio video id and your evidence of prior claim.
• [Press] — reporter inquiries.
• [Partnership] — integration or distribution ask.
• [Legal] — anything that needs legal review.