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Business Profile

Video Editing

Creatify

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/01/2026

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On August 29, 2026, I was already a paying Creatify customer and attempted to upgrade my account. The upgrade was presented with a monthly price prominently displayed in large text, while the annual billing commitment appeared much less prominently in smaller text. I believed I was selecting a monthly subscription.The upgrade process itself was extremely fast, approximately one or two clicks. I was not taken through the multi-step checkout process Creatify later sent me screenshots of when denying my refund. Their examples showed additional checkout/payment steps, including Link payment verification. I did not experience that process. My experience was essentially click, click, transaction processed.I remember realizing during the process that it appeared I might be charged hundreds of dollars and attempting to close out of the payment box rather than continue. Despite closing out, the $549 annual charge still processed.I contacted Creatify immediately after realizing what had happened and asked them to reverse the annual charge and place me on the monthly plan I intended to purchase.Creatify refused. I exchanged multiple emails with representative REMOVEDand requested escalation. Supervisor REMOVEDalso refused the refund or conversion to monthly.Creatify relied on screenshots of a checkout flow that did not match my experience and cited its no-refund policy. Instead of refunding the charge, Creatify offered additional credits and up to six extra months of service. That does not resolve the issue because my complaint concerns the unexpected $549 annual charge, not a lack of service time.I have repeatedly attempted to resolve this directly and have made clear that I am willing to remain a customer and pay for the monthly subscription I intended to purchase.I am requesting a refund of the $549 annual charge and the option to continue on a monthly subscription.

  • Initial Complaint

    Date:06/09/2026

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    They gave no reminder notice of renewal. I didnt realize I had the service until I saw it on my credit card bill. I requested a cancelation using my name REMOVEDand they refused to cancel it until two more months were charged. I filed a complaint with my credit card company. You can see no messages were sent to me about Creatify in any way after August. I wasn't logging in after that date for the project I was working on was stalled and I forgot about the system. They could find jy account immediately under my full name so the excuse of a different email is invalid. It's illegal not to send renewal notice on a autorenewal. Attached is my second request to cancel which they did not immediately do. In addition, you can see I responded to the same email address that I sent my first request to cancel and was asked to send a second message to another account.I think they billed for 12 months at $39

  • Initial Complaint

    Date:04/09/2026

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I subscribed to REMOVEDand paid $99.00 in February 2026 and $99.00 in March 2026. I used most of my February credits while learning the platform. For March, I have approximately 155 unused credits remaining out of 200.After canceling my subscription, Creatify restricted my access in multiple ways. Videos I create with unused credits now have watermarks when I attempt to download them. Certain platform features have been completely disabled, preventing me from using my remaining credits. I contacted their support team via live chat and was told this is company policy and that I would need to resubscribe to regain full access. I was also informed that my purchased credits will expire within two months of cancellation....May 7, 2026.I paid $99.00 for March and received approximately 200 credits as part of that purchase. I have 155 credits remaining that I cannot use because Creatify has disabled features and restricted functionality after cancellation. New videos/assets created with remaining credits already paid for in March subscription cannot be downloaded without watermarks. I paid for a service, and I should be able to fully use what I paid for without being strongarmed into resubscribing. I have a downloaded copy of my live chat session with Creatify support as documentation of their refusal to resolve this issue. I have even requested that this matter be escalated.Desired Resolution:Option 1: Full access to use my remaining 155 credits with complete platform functionality, including watermark-free downloads of all videos created with my remaining paid credits, without requiring me to resubscribe.Option 2: A full refund of $99.00 for my March 2026 subscription since Creatify has made it impossible for me to use the credits I purchased. And, especially since these credits will expire if not used by May 7th.

  • Initial Complaint

    Date:02/18/2026

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Creatify Lab or Creatify AI (they go by both) at REMOVEDgive you a period of time to get a refund especially if you're not happy with their service, which is garbage. I submitted requests for refund within 1 hour of using it. They refused to give me the refund of $99 - which is due to me - paid in full on Jan 5, 2026. They promise the ability to create AI videos, and they do not deliver on their promise. They wouldn't even let me cancel my account. I had to wait 60 days. This is a dishonest company with dark tactics that should be made known to the public. I WANT MY MONEY BACK IMMEDIATELY.

  • Initial Complaint

    Date:11/18/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Date of Occurrence: OctoberNovember 2025 Total Disputed Amount: $49.50 Complaint Description (Character-Limited Version)On Oct 7, 2025, I searched REMOVEDfor AI avatar audio to video. Creatifys sponsored ad claimed Ultra-Realistic AI Avatars Create AI Avatar Video with perfect lip-sync. On their site, the interface showed Upload Photo and Upload Audio (MP3/WAV/M4A). This reasonably appeared to support creating an avatar using uploaded audio. After upgrading to the $99 plan, I discovered this feature does not exist.Creatify acknowledged the misunderstanding and offered a 50% refund. On Oct 13 they wrote, We have approved a 50% refund Shall we proceed? The next day they closed the support thread saying they had not heard backno refund was issued.On Nov 12, 2025, I was charged another $99 for renewal despite having already requested a refund and not using the service. Creatify refunded the November charge and cancelled my plan, but refused to honor the originally agreed 50% refund, stating they cannot refund it because the renewal became the latest payment. The renewal only occurred because Creatify closed the refund ticket before processing the refund they had approved.Desired Resolution: Refund the originally promised 50% ($49.50) Confirm my account is cancelled Confirm no further charges will occur Acknowledge the inconvenience I am only asking for the refund Creatify already agreed to but failed to process.

  • Initial Complaint

    Date:11/04/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Beware of their NO REFUND POLICY. I was charged $588 on 10/24/2025 for their yearly subscription. I have not used the software in months and didn't receive a renewal email. As soon as I saw the charge on my credit card on 10/29/2025, I reached out to the company and asked if I could cancel my subscription and get a prorated refund since I didn't get a renewal email otherwise I would have canceled since I have not used it for months. I was told that they DO NOT HAVE REFUND POLICY. THESE AUTO SUBSCRIPTIONS ARE NEW WAY FOR BUSINESSES TO MAKE MONEY AND SCAM CONSUMERS BECAUSE THEY HAVE NO REFUND POLICY.

  • Initial Complaint

    Date:07/08/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Product does not work as indicated, does not meet expectations, and some promised features are not available. It is subscription based (monthly). I subscribed, discovered these problems through use and contact with support agents, and decided to cancel and seek a refund with 48 hours of subscribing. I was told there are no refunds under any circumstances.

  • Initial Complaint

    Date:06/03/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I subscribed to REMOVEDand decided to cancel my subscription. Despite canceling, I was still charged for the service. I contacted their customer support multiple times to request a refund, but my requests were either ignored or outright refused. Additionally, the quality of the videos produced by their platform is very poor, especially the lip sync, which is completely off. Overall, the customer service has been unhelpful and dismissive of my concerns. I am seeking a full refund for the unauthorized charge and a resolution to this issue.

  • Initial Complaint

    Date:04/14/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Bought a monthly plan at Creatify. Then cancelled it, so I would not be charged the following month. On 4/13/25, I used the remaining credits to utilize the services I was still entitled to. In doing so, I inadvertently clicked services that somehow engaged a higher yearly subscription, and other services as well - and as soon as I learned that occured, I tried to cancel the subscription. There is no phone number to call, and I remained almost an hour on their online chat to report the error and fix the mistake. No response from their chat. I contacted my credit card to dispute the charge. Today, 4/14, I received an email from "AJ" at Creatify that once a service is ordered it is non refundable. This feels incredibly deceptive to me that as a sophisticated consumer and user of tech services, I "ordered" a service without understanding that I did so as it happened.

    Customer Answer

    Date: 04/25/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.

    Dear BBB,
    I would like to end the BBB Complaint to Creatify.
    BBB Compaint ID # REMOVED
    Creatify has reached out and given me a full refund.
    I tried to see if I could adapt the complaint on the website, but did not find a way to do so.
    And that is why I have emailed you.
    If there is a formal way to further this completion, please advise.
    Thank you so much for your assistance in this consumer/service issue.

    Sincerely,

    REMOVED

Creatify is NOT a BBB Accredited Business.

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