Help & FAQ

Everything you need to get started with SceneShot and make the most of AI-generated product imagery. Can't find what you're looking for? Email us at [email protected]and we'll get back to you within 24 hours.

Getting Started

How do I generate my first image?

From the dashboard, click Images in the sidebar. You can either connect your Shopify store to select products directly, paste a product URL, or upload a product photo. Choose an AI model persona and scene, then click Generate. Your image will be ready in 15–30 seconds.

What image formats are supported?

SceneShot generates images in PNG format. We support 1:1 (square), 9:16 (portrait/Stories), 16:9 (landscape/ads), and custom aspect ratios. All images can be upscaled to 4K resolution.

Can I upload my own product photo instead of using Shopify?

Yes. On the Images page, use the Upload tab to drag and drop or browse for a product photo from your computer. PNG, JPG, and WebP are all accepted.

Shopify Integration

How do I connect my Shopify store?

If you installed SceneShot from the Shopify App Store, your store is connected automatically. You'll see a Select from Store button on the Images page that loads your products directly.

Can I push generated images back to my Shopify product listings?

Yes. After generating an image, click Push to Shopify to add it directly to the product listing in your store. The image appears in your Shopify product media gallery immediately.

What Shopify permissions does SceneShot need?

SceneShot requests read access to your products and collections (to display them in the app) and write access to products (to push generated images back to your listings). We do not access customer data, orders, or financial information.

How do I disconnect my Shopify store?

Go to Settings in the dashboard and find the Shopify Integration section. Click Disconnect next to your store. Alternatively, uninstalling the app from your Shopify admin will revoke access automatically.

AI Models & Generation

What are AI model personas?

AI model personas are consistent virtual models that appear in your generated lifestyle images. You can choose from our roster or create custom personas that match your brand's target demographic. The same persona will maintain a consistent look across all your images.

How long does generation take?

Standard images take 15–30 seconds. 4K upscaled images take 60–90 seconds. Video generation takes 60–120 seconds depending on length and complexity.

Why does my generated image look different from what I expected?

AI generation is probabilistic — results vary each time. For best results, use clear product photos with a clean background and write specific scene descriptions. You can regenerate as many times as you like (each generation uses one credit).

Credits & Billing

How do credits work?

Each image generation uses 1 credit. Video generation uses 5 credits. Free accounts receive 5 credits. Paid plans include monthly credit allowances that vary by tier. Unused credits roll over for 1–3 months depending on your plan.

How am I billed?

Shopify merchants:Billing is handled through Shopify's billing system and appears on your regular Shopify invoice.

Direct signups: Billing is processed through Stripe. You can manage your subscription from the Credits page in the dashboard.

Can I get a refund?

We do not offer refunds for used credits. If you experience technical issues that caused credits to be consumed without producing results, contact [email protected]and we'll credit your account.

Account & Data

How do I delete my account?

Email [email protected] with your request. We will delete your account and all associated data within 30 days in accordance with our Privacy Policy.

What happens to my data if I uninstall from Shopify?

When you uninstall, we revoke the Shopify access token and stop accessing your store data. Your generated images remain in your SceneShot account. If you request full data deletion, we will remove everything including generated content.

Is my data secure?

Yes. All connections use HTTPS encryption. We do not store payment card details (handled by Stripe/Shopify). Product images sent to AI models are processed under Google's enterprise data processing terms and are not used to train their models on paid tiers. See our Privacy Policy for full details.

Troubleshooting

My generation failed or is stuck

If a generation appears stuck beyond 3 minutes, refresh the page. If the issue persists, try with a different product image. Some images with extremely complex backgrounds or very low resolution may cause generation failures. Failed generations do not consume credits.

I can't see my Shopify products

Ensure your store is connected (check Settings > Shopify Integration). If connected but products aren't loading, try disconnecting and reconnecting the store. Your Shopify plan must include API access (available on all standard plans).

Push to Shopify isn't working

Check that the product still exists in your Shopify store and that SceneShot has write_products permission. If you recently changed your Shopify permissions, reinstalling the app will refresh the access grants.

Contact Support

Email: [email protected]

Response time: We aim to reply within 24 hours on business days.

Legal: See our Terms of Service and Privacy Policy.