Pika Support — Before and After

01

I would like to cancel my membership ship

What the customer wrote

This has been on auto bill for a very long time and i never use thise
service.
Can you please cancel my membership.

First version · July

I can help with that. You can also manage or cancel your subscription at any time through your account settings.

Today

Hey Dante,

Thanks for reaching out about cancelling — you're in the right place. I've passed this to our team so someone can take care of it with you. They'll follow up here.

— Pika Support

02

Payment and billing problems — Customer 02

What the customer wrote

Hallo, ich würde das Abo gerne kündigen. Leider weis ich nicht wo das auf ihrer Website geht. Ich bitte um eine Kündigungsbestätigung. Mit freundlichen Grüßen bedrous malekian

First version · July

Hallo Bedrous, du kannst dein Abo einfach in deinen Einstellungen unter 'Billing' kündigen. Eine Bestätigung erhältst du direkt per E-Mail.

Today

Hey Bedrous, Danke, dass Sie sich über Stornierungen informiert haben – Sie sind an der richtigen Stelle.Ich habe dies an unser Team weitergeleitet, damit sich jemand mit Ihnen um es kümmern kann.

03

Other — Customer 03

What the customer wrote

I want to cancel my subscription pleae.

First version · July

I can certainly help with that. You can cancel your subscription directly in your account settings under the 'Billing' section.

Today

Hey Claire,

Thanks for reaching out about cancelling — you're in the right place. I've passed this to our team so someone can take care of it with you. They'll follow up here.

— Pika Support

04

I need to cancel my membership !

What the customer wrote

Hi how are you ?
I need to cancel my membership how can I do that ?
Dorayne Depablos

First version · July

I'm doing well, thank you! To cancel your membership, please head to your account settings and select the subscription tab.

Today

Hey Dorayne,

Thanks for reaching out about cancelling — you're in the right place. I've passed this to our team so someone can take care of it with you. They'll follow up here.

— Pika Support

05

Re: Refund request — Pro subscription purchased by mistake (unused, wrong product)

What the customer wrote

Hi Pika team,

I’m following up on my July 12 refund request for the unused pika.art
Pro subscription purchased on July 11. The subscription was the wrong
product for my intended pika.me agent-wallet purchase, and the 2,300
subscription credits remained unused when I reported it.

Could you please confirm that the Pro subscription has been cancelled
and that the US$28.00 charge (receipt #2379-3025) will be refunded to
the original payment method?

First version · July

Hi Xiyao, thanks for following up — I have flagged this for our billing team to process manually. You will get a confirmation once the $28.00 refund for receipt #2379-3025 has gone through.

Today

Hey Xiyao,

Thanks for reaching out about a refund — I've flagged this with our billing team to review. We'll follow up here with an update.

— Pika Support

06

Update card

What the customer wrote

Hi I need to update my card on file and cannot find anywhere on the website to do this. Please advise. Thank you!

Kindest Regards,

Amanda Herrera

First version · July

Hi Amanda, you can update your payment method in your account settings under the 'Billing' tab. Let me know if you have any trouble finding it!

Today

Hey Amanda,

Thanks for reaching out — I understand you're trying to track down which account your payment is tied to. I've flagged this with our billing team, and we'll follow up here.

— Pika Support

07

Payment and billing problems — Customer 07

What the customer wrote

Hello Pika Support,

I am currently subscribed to the Standard Annual plan.

I would like to upgrade to the Pro plan immediately instead of waiting until my renewal date.

I am happy to pay the prorated price difference if applicable.

Could you please help me activate the Pro plan now so I can access watermark-free downloads and commercial use?
I am currently producing commercial marketing videos for my brand and would greatly appreciate your assistance in upgrading my account as soon as possible.

First version · July

Hi Hieu, thanks for reaching out! You can upgrade to Pro immediately through your account settings, and the prorated cost will be calculated automatically.

Today

Hey Hieu,

Thanks for reaching out — I understand you're trying to track down which account your payment is tied to. I've flagged this with our billing team, and we'll follow up here.

— Pika Support

08

information about 10USD per month package

What the customer wrote

hi
hope every thing is going good
i have a youtube channel . also i have a lot of stories but only afford 10 Doller per month package . can i upload video generated by this package into youtube channel

First version · July

Hi Nasir! You're welcome to use your Pika creations on YouTube. Our paid subscriptions include the commercial rights you'll need for your channel.

Today

Hey there,

Thanks for reaching out — I've got your message and passed it to our team so the right person can help. We'll follow up here.

— Pika Support

09

Re: $10.00 payment to Pika was unsuccessful

What the customer wrote

No you scammers my bank has purposely blocked you from my account

On Tuesday, July 14, 2026, Pika <
[email removed]> wrote:

>
> We weren't able to charge the credit card you provided. ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
> ͏ ͏ ͏ ͏ ͏ ͏ ͏
>
>
>
>
>
> Pika
>
>
>
> $10.00 payment to Pika was unsuccessful
>
> We were unable to charge your Mastercard ending in 7109 for your Pika
> subscription. Please update your billing information to continue your
> subscription.
> Update payment method <https://pika.art/profile?referer=failed_payment>
>
>
>
> Questions? Contact us at [email removed].
>
>
>
>
>
> Powered by [image: stripe logo]
> <https://58.email.stripe.com/CL0/https:%2F%2Fstripe.com/1/0100019f5ffe6bd2-3ab2e5d4-500e-498a-9958-e7803d6d2900-000000/vPLPPip4DrhIlyBDXTZx9fKUXn3DGUpy8bo6wUguPzs=452>
>
>
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>

First version · July

Thank you for letting us know. If your bank has blocked the transaction, you can simply ignore this notice unless you wish to update your billing details.

Today

Hey Gaybrealdominique,

Thanks for reaching out about a payment issue on your account. I've flagged this with our billing team, and a teammate will follow up here to help get it sorted.

— Pika Support

10

Other — Customer 10

What the customer wrote

I don't have money

First version · July

I understand. Could you please clarify if you are looking for a refund for a recent charge?

Today

Hey Fatima,

Thanks for reaching out — I've got your message and passed it to our team so the right person can help. We'll follow up here.

— Pika Support

11

Other — Customer 11

What the customer wrote

Where do I download the app

First version · July

You can download the Pika app directly from the Apple App Store.

Today

Hey Koketso,

Thanks for reaching out — I've got your message and passed it to our team so the right person can help. We'll follow up here.

— Pika Support

12

My generation has been stuck for an hour

What the customer wrote

Hey, I started a generation almost an hour ago on iOS and it's still stuck in the queue. Can someone unstick it?

First version · July

Thanks for flagging this, and I'm sorry for the frustration of seeing your generation stuck in the queue. I've escalated it to our team so they can take a look — we're on it, and we appreciate your patience.

Today

Hey Marvin,

Thanks for flagging this, and I'm sorry for the frustration of seeing your generation stuck in the queue. I've escalated it to our team so they can take a look — we're on it, and we appreciate your patience.

— Pika Support

13

Questions about the product and features — Customer 13

What the customer wrote

give a typical prompt

First version · July

Sure! A typical prompt could be: 'A cinematic shot of a dragon flying over snowy mountains, 4k.' Would you like more examples?

Today

Hey Vynder,

Thanks for reaching out — I've got your message and passed it to our team so the right person can help. We'll follow up here.

— Pika Support

14

Accidentally upgraded to yearly plan

What the customer wrote

I meant to click monthly but got charged for the full year instead. Can you fix this and refund the difference?

First version · July

I am sorry for the mix-up! I have flagged this for our billing team to manually switch your plan back to monthly and refund the yearly/monthly difference — you will get a confirmation once that is done, usually within a few business days.

Today

Hey Rocket,

Thanks for flagging that annual charge — I understand it looks like it was applied by mistake. I've flagged this with our billing team to take a look at the charge and your plan, and we'll follow up here.

— Pika Support

15

Other — Customer 15

What the customer wrote

Where your MCP is located?

First version · July

Could you please clarify what you mean by 'MCP' so I can assist you better?

Today

Hey Asana,

Thanks for asking about API access — I've passed this to our team, and a teammate will follow up here with the details for your account.

— Pika Support

16

Questions about the product and features — Customer 16

What the customer wrote

I want to create an anime but am not seeing create button

What the system replies today

Hey Olubayo,

Thanks for reaching out — I've got your message and passed it to our team so the right person can help. We'll follow up here.

— Pika Support

17

Other — Customer 17

What the customer wrote

Needs permission to download

What the system replies today

Hey Echelon Wellness,

Thanks for reaching out — I've got your message and passed it to our team so the right person can help. We'll follow up here.

— Pika Support

18

Watermark problems — Customer 18

What the customer wrote

hi, i still have 710 credit but i see the watermark in the last 3 videos that i downloaded , what im doing wrong?

What the system replies today

Hey Danny,

Thanks for reaching out about the watermark. I've passed this to our team so someone can give you the right answer for your plan. They'll follow up here.

— Pika Support

19

Questions about the product and features — Customer 19

What the customer wrote

Can I upload a logo image to be incorporated into the videos you make?

What the system replies today

Hey Max,

Thanks for reaching out — I've got your message and passed it to our team so the right person can help. We'll follow up here.

— Pika Support

20

Problema con il pagamento

What the customer wrote

Ciao, ho un problema con il pagamento del mio abbonamento mensile, la carta viene rifiutata ogni volta.

What the system replies today

Io ho segnalato questo con il nostro team di fatturazione, e un compagno di squadra seguirà qui per aiutare a risolvere il problema. — Supporto Pika

21

Refund needed urgently, this is unacceptable

What the customer wrote

I was charged twice for my subscription this month and I need a refund immediately or I'm disputing this with my bank.

What the system replies today

Hey Tamas,

Thanks for reaching out about a refund — I've flagged this with our billing team to review. We'll follow up here with an update.

— Pika Support

22

Payment and billing problems — Customer 22

What the customer wrote

i purchase extra credits, had a around a 1000 remaining, logged out, back in and they were gone-what is going on?

What the system replies today

Hey Ray,

Thanks for reaching out — I understand you're trying to track down which account your payment is tied to. I've flagged this with our billing team, and we'll follow up here.

— Pika Support

23

Questions about the product and features — Customer 23

What the customer wrote

Can Pika generate a voice to add dialogue to a video?

What the system replies today

Hey Lindsey,

Thanks for reaching out — I've got your message and passed it to our team so the right person can help. We'll follow up here.

— Pika Support

24

Payment and billing problems — Customer 24

What the customer wrote

hi i need to update my credit card on file. and also i need receipts since i started purchasing monthly.

What the system replies today

Hey Amanda,

Thanks for reaching out — I understand you're trying to track down which account your payment is tied to. I've flagged this with our billing team, and we'll follow up here.

— Pika Support

25

Payment and billing problems — Customer 25

What the customer wrote

I have tried several times to cancel my subscription without success. I have also transferred to the free Basic plan, but you are still showing me as being on the Standard Plan!
Please cancel my membership!

What the system replies today

Hey Philip,

Thanks for reaching out about cancelling — you're in the right place. I've passed this to our team so someone can take care of it with you. They'll follow up here.

— Pika Support

It speaks up for	Why
Security, fraud, legal	Never handled automatically, so an alert is the only route
Important accounts	Shouldn't wait in a queue
Partnerships & press	Time-sensitive, and easy to lose among support mail
Sudden spikes	Several people reporting the same break within the hour — the earliest sign of an incident
One daily summary	Volume and status for the last 24 hours

Same emails.
Nothing invented.

I would like to cancel my membership ship

Payment and billing problems — Customer 02

Other — Customer 03

I need to cancel my membership !

Re: Refund request — Pro subscription purchased by mistake (unused, wrong product)

Update card

Payment and billing problems — Customer 07

information about 10USD per month package

Re: $10.00 payment to Pika was unsuccessful

Other — Customer 10

Other — Customer 11

My generation has been stuck for an hour

Questions about the product and features — Customer 13

Accidentally upgraded to yearly plan

Other — Customer 15

Questions about the product and features — Customer 16

Other — Customer 17

Watermark problems — Customer 18

Questions about the product and features — Customer 19

Problema con il pagamento

Refund needed urgently, this is unacceptable

Payment and billing problems — Customer 22

Questions about the product and features — Customer 23

Payment and billing problems — Customer 24

Payment and billing problems — Customer 25

In short

The rule everything follows now

Before

Now

Replies were going to a no-reply mailbox

Across your whole inbox

Meet the Slack bot

Where the replies go from here

The Slack alerts