HeyGen Problems & Issues
Real user-reported problems, complaints, and limitations for HeyGen. Based on analysis of 15 signals.
Overall score: 55/100
Issues by Category
Unlimited plan bait-and-switch to 120 minutes
Users who subscribed to 'unlimited' translation plans had their minutes reduced overnight to 120 minutes/month without communication or explanation. Support claimed 'they had to change it' with no willingness to find solutions. This mid-subscription change affects users who planned based on unlimited promises.
Credits exhausted after 7 videos in 18 hours
HeyGen switched to a credit-based system (200 credits/minutes per month) without prior notice. One user who subscribed expecting unlimited usage exhausted credits after generating 7 short videos (less than 17 minutes total) within 18 hours. The credit burn rate is far higher than expected.
$30/month plans billed as $119 with no warning
Users report supposed $30/month plans being billed as $119/month with no warning. HeyGen is described as 'rife with hidden fees.' Unexpected pricing changes mid-subscription and confusing 'unlimited' terminology are common complaints across review platforms.
Avatar IV limited to 5 minutes despite Creator plan
Users who subscribed to Creator plan for 'unlimited video generation' discover Avatar IV (the best avatars) is limited to just 5 minutes per month. This limit is buried several pages down the pricing page. The most advertised feature isn't actually unlimited.
Videos held in pending until you pay more
Users report HeyGen holds videos in 'pending status' until users upgrade and pay more. This forces unexpected upsells mid-project. The platform appears designed to trap users into higher tiers after they've started work.
Inconsistent results affect agency client quality
An agency reported 'inconsistent results and product changes that affect the quality we promise our clients, which makes the platform hard to use at scale.' The platform is described as 'a slow, frustrating, glitch-ridden nightmare — completely unsuitable for anyone creating real business content.'
Platform full of bugs, updates break features
The platform is described as full of bugs. Updates aren't tested before deployment and wind up breaking things. The UI is hard to use with elements laid out counterintuitively. Very unstable software with screencams not included well in videos.
~49 outages in the past year
Over the past year, approximately 49 outages have been tracked affecting HeyGen users, averaging 2.3 per month. Incidents typically resolve within 86 minutes, but the frequency disrupts production workflows for businesses relying on the platform.
80% of Trustpilot reviews cite support failures
Analysis of 100 Trustpilot reviews shows 80% negative, with 75% citing support failures. AI chatbots loop endlessly, scripted replies ignore problems, zero escalation paths exist, and tickets remain unresolved for months. Support agents copy-paste generic responses without understanding issues.
Videos rejected for false reasons, only bots respond
Videos are constantly rejected for false reasons even when consisting of just one word. When users contact support, only bots respond within their chat. Users reach out multiple times for refunds with no response, having to involve attorneys.
No way to change payment or properly cancel
The platform gives no real way to change payment method or properly cancel subscription. Users experience charges even when trying to remove their payment method. Account billing management is deliberately difficult.
Files locked after submission - no modifications
The platform locks your video file after submitting for animation. If there's an error that needs to be fixed, you're unable to modify it. This creates significant rework when even minor changes are needed post-submission.
Cannot control avatar gestures
A notable limitation is the inability to control the gestures of avatars in videos, restricting creative freedom. Users with Hacker News note: 'you are constrained to the hand motions and environment of the on-boarding video.' The preset animations limit customization.
Voice tone control is missing
Users wish the audio had more control over inflection. There's no discovered way to control the tone of audio generation. This limits the emotional range of generated content and makes all videos sound similarly flat.
Processing time jumps from instant to 5-6 hours
Processing time on 30 videos is instantaneous, then it suddenly moves to 5-6 hours, which users describe as 'completely unusable.' This inconsistency makes production planning impossible. No explanation for why processing times vary so dramatically.
Regret Patterns
Common reasons users regret choosing HeyGen.
Unlimited plan reduced to 120 minutes overnight
Users who planned content strategy based on unlimited promises woke up to 120 min/month limits. No communication, no explanation. Support offered no solutions. Production schedules disrupted with no recourse.
Credits exhausted after first day of real use
After subscribing expecting unlimited usage, credits were exhausted after 7 short videos within 18 hours. The credit burn rate far exceeded expectations. Monthly allocation gone on day one.
Discovered Avatar IV 5-minute limit too late
Users attracted by Avatar IV marketing discovered the 5 min/month limit only after subscribing. This limit is buried pages down the pricing page. The best feature is essentially unavailable on Creator plan.
Billed $119 for $30/month plan
Users expecting $30/month saw $119 charges with no warning. Hidden fees and unclear billing confused customers. Attempting to dispute or get refunds met with no support response.
Support never resolved billing issue
After incorrect charges, support tickets went unresolved for months. AI chatbots looped, scripted replies ignored problems. Some users had to involve attorneys. Money lost with no accountability.
Could not cancel or change payment method
When trying to cancel, users found no real way to remove payment method or end subscription. Charges continued. Account management deliberately difficult. Trapped paying for unwanted service.
When HeyGen Breaks Down
Specific scenarios where HeyGen fails or underperforms.
Production volume exceeds credit allocation
Credits designed for 'unlimited' use exhaust after 7 videos. Heavy users discover real limits only after commitment. Monthly allocation can be gone in hours for active production. No rollover, no solutions.
Billing dispute arises
Incorrect charges or unexpected fees trigger support requests. AI bots loop, scripted replies ignore problems, escalation paths don't exist. Tickets remain unresolved for months. Some users need attorneys.
Client deadline requires Avatar IV quality
Avatar IV is limited to 5 min/month on Creator plan. Users needing premium avatar quality for client work run out immediately. Upgrade required mid-project at unexpected cost.
Agency scales video production
Inconsistent results and product changes affect client quality promises. Processing varies from instant to 5-6 hours. Platform described as 'hard to use at scale' - completely unsuitable for professional business content.
Platform changes terms mid-subscription
Unlimited plans reduced to 120 minutes without notice. Credit systems changed. Features restricted. Users planned around original terms now face broken promises. Support offers no solutions.
Need to cancel service
No real way to change payment or properly cancel. Charges continue when trying to remove payment method. Account management is deliberately difficult. Users trapped paying for unwanted service.