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Hi Heygen Support Team,

We're reaching out urgently regarding an API error that just occurred during video generation, even though we have a paid Team account. The error details are as follows:

Error Code: 401029
Error Detail: "Please subscribe to a higher plan to generate higher resolution videos"
Error Message: "Resolution not allowed"
This issue has appeared unexpectedly, despite us not making any changes to our account or setup. Previously, we were able to successfully generate hundreds of videos without issues.

As an event operator, we specifically informed your team in advance about our plans to produce a high volume of videos—roughly 500-600, each around 45 seconds long. These individual videos are a crucial part of our funnel, with emails referencing these videos scheduled to go out to many users in the next 36 hours. Unfortunately, without resolution, these videos will be inaccessible, directly impacting our user experience and event.

We must urgently request support to re-trigger these videos and keep our existing IDs intact. We're also willing to upgrade to an Enterprise plan immediately, even if just for a month or longer, if that will resolve the issue. However, it’s vital to note that switching to an error state without prior notice is not viable for us.

Please address this as soon as possible. We would appreciate urgent assistance to ensure smooth execution of our event.

Thank you very much for your prompt help!

Account: [email protected]

Best regards,