Support
We're here to help.
Stuck on a generation, a training run, or a bill? Start a live chat with the bubble in the corner, browse the common questions below, or email us directly — a real person from the team behind Root Film will get back to you.
Weekly live webinar
Bring your active project to the call.
Every week we host a free 2-hour live webinar where we solve real problems on active projects — with VFX Los Angeles's lead VFX Supervisors and Engineers on the call to help. Bring a shot that's fighting you and we'll work it through live.
Frequently asked
Answers to the common questions.
A generation failed — was I charged, and how do I get credits back?
No. Credits are held when a job starts and only spent when it succeeds. If a generation fails or errors out, the hold is released automatically and your available balance is restored — you are never charged for a failed render. If a failed job still shows credits held after a few minutes, email us with the project and shot name and we'll clear it. A failed render costs you nothing.
How do I train a custom model (LoRA) on my own footage?
Open Models, start a new training run, and upload a tight set of reference images (a consistent character, style, or look works best). We train an SDXL LoRA — and Wan2.2 video LoRAs — on our own GPU compute; you'll see live stage and step progress while it runs, and the finished model becomes selectable in the create panel. Training is billed as a flat per-run compute fee shown before you start.
Can I bring my own provider API keys (BYOK)?
Yes, where enabled for your workspace. With BYOK you add your own provider keys in Settings; they're encrypted at rest and used for your generations, so those provider fees are billed to your account directly (BYOK runs cost you nothing here — you still pay for our own compute, like training and upscaling). Without BYOK, model generations draw from your credit balance.
Which models and tools are supported?
Video, image, voice, and lipsync across the top hosted models — including Veo, Runway, Kling, Luma, Nano Banana, FLUX, and Seedream, plus ElevenLabs and Sync — and our own self-hosted training, upscaling, and Virtual Reshoot. See Pricing for the live per-model rates. We add models regularly; if there's one you need, let us know.
How does billing work, and can I get a refund?
You pay a simple monthly platform fee for your plan plus usage: model generations from your credit balance, and our own compute (training, upscaling, Reshoot) at a flat per-workflow rate. Manage your plan and see every charge on the Billing page; you can cancel anytime. For a billing question or a refund request, email info@vfxlosangeles.com with your workspace name and we'll sort it out.
I need hands-on help or a custom workflow — what are my options?
Beyond standard support, we offer paid consulting and custom support packages — pipeline setup, bespoke workflows, and production help from VFX Los Angeles, the VFX team behind Root Film. See Custom Support Packages for details, or just start a chat and we'll point you the right way.
Still need a hand?
Talk to a human.
Email us
Write to info@vfxlosangeles.com with your workspace name and what you're trying to do. Include the project and shot name for generation issues so we can look it up fast.