Why This FAQ Exists
HeyGen is a powerful AI avatar video platform, but its documentation is scattered across help center articles, API docs, blog posts, and support threads. Users frequently ask the same questions — especially around custom avatar training, API limits, and commercial rights — and getting clear answers often requires piecing together information from multiple sources.
This FAQ consolidates the most common and important questions into a single reference. All answers are current as of March 2026 and are based on HeyGen’s published documentation, terms of service, and publicly available information.
For background: HeyGen was founded in 2020 (originally as Movio), is headquartered in Los Angeles, raised $5.6 million in seed funding in 2023, and operates a tiered pricing model (Free, Creator, Business, Enterprise). The platform supports AI avatar video generation, custom avatar training, lip-sync translation in 40+ languages, and voice cloning.
Custom Avatar Training
Q: How do I create a custom avatar on HeyGen?
You create a custom avatar by uploading a consent video of yourself (or an authorized person). The process is:
- Record a 2–5 minute video of the person speaking naturally. HeyGen provides guidelines for the recording. The video should include varied facial expressions and natural head movements.
- Upload the video to HeyGen’s custom avatar training interface.
- Verify consent. The person in the video must confirm their identity and consent to digital avatar creation. HeyGen uses a combination of liveness detection and consent verification.
- Wait for training. Avatar training typically takes 2–4 hours. You will receive a notification when the avatar is ready.
- Test the avatar with a short script to verify quality before using it in production content.
Q: What are the requirements for the consent video?
- Duration: 2–5 minutes of natural speech
- Quality: 1080p or higher recommended, well-lit, stable camera
- Angle: Front-facing, with the subject centered in frame
- Audio: Clear speech with minimal background noise
- Content: The subject should speak naturally — reading a provided script or speaking conversationally. Varied facial expressions and gentle head movements are encouraged.
- Attire: Whatever the subject would normally wear in the avatar videos (business attire, casual, etc.)
- Background: A simple, uncluttered background is recommended but not strictly required
Q: How many custom avatars can I create?
The number of custom avatars depends on your plan:
| Plan | Custom Avatars |
|---|---|
| Free | 0 |
| Creator | 1 |
| Business | Multiple (varies by plan specifics) |
| Enterprise | Unlimited (custom agreement) |
Q: Can I create an avatar of someone else?
Yes, but only with their explicit, verified consent. The person depicted in the avatar must complete HeyGen’s consent verification process, which includes confirming their identity and authorizing the creation of their digital likeness.
Creating an avatar of someone without their consent is a violation of HeyGen’s terms of service and may result in account termination.
Q: How good are the custom avatars compared to stock avatars?
Custom avatar quality depends heavily on the quality of the input video. With a well-lit, high-resolution consent video and natural speaking behavior, custom avatars can be comparable in quality to stock avatars. However:
- Stock avatars are trained by HeyGen’s team under controlled studio conditions, which can result in slightly more polished output.
- Custom avatars may show minor inconsistencies with certain head angles or expressions that were not well-represented in the training video.
- Over time, HeyGen’s avatar training technology has improved significantly, and the gap between custom and stock avatars has narrowed.
Q: Can I update or retrain my custom avatar?
Yes. If you are not satisfied with your custom avatar’s quality or want to update the appearance (e.g., new hairstyle, different attire), you can submit a new consent video and retrain the avatar. The old avatar will be replaced with the updated version.
Q: How long does avatar training take?
Avatar training typically completes within 2–4 hours. Processing times may be longer during peak usage periods. Enterprise customers with priority rendering may experience faster training times.
API Questions
Q: Does HeyGen have an API?
Yes. HeyGen offers a REST API that enables programmatic video generation. The API is available on Business and Enterprise plans — it is not available on the Free or Creator plans.
Q: What can I do with the HeyGen API?
The API supports:
- Video generation — Create videos programmatically by specifying avatar, script, voice, language, and other parameters
- Video translation — Translate existing videos into new languages with lip-sync
- Avatar management — List available avatars (stock and custom)
- Voice management — List available voices and upload voice cloning samples
- Video status — Check rendering progress and retrieve completed videos
- Webhook callbacks — Receive notifications when videos are ready
Q: What are the API rate limits?
API rate limits depend on your plan tier and are subject to change. As of March 2026:
- Business plan: Standard rate limits apply. Typical limits include a maximum number of concurrent video generation requests and a per-minute request cap.
- Enterprise plan: Custom rate limits based on your agreement. Enterprise customers can negotiate higher throughput for high-volume workflows.
Specific rate limit numbers are documented in HeyGen’s API reference and may change. Check docs.heygen.com for the most current limits.
Q: Is there a maximum video length via the API?
Yes. The API enforces a maximum video duration per request, which varies by plan. Business plans typically support videos up to 20–30 minutes per request. Enterprise plans may support longer durations by agreement.
For longer content, the recommended approach is to generate multiple shorter segments and concatenate them post-production.
Q: What formats does the API return?
The API returns generated videos in MP4 format by default. Videos can be downloaded via a URL provided in the API response.
Q: Does the API support batch processing?
Yes. You can submit multiple video generation requests concurrently, subject to your plan’s rate limits. The API uses asynchronous processing — you submit a request, receive a job ID, and poll for completion or receive a webhook notification when the video is ready.
Q: Is there an SDK?
HeyGen provides SDK support and code examples for major programming languages. The API documentation includes examples in Python, JavaScript/Node.js, and cURL.
Commercial Rights
Q: Can I use HeyGen videos for commercial purposes?
Yes, with some conditions:
- Paid plans (Creator, Business, Enterprise): Videos generated on paid plans can be used for commercial purposes, including marketing, advertising, training, education, and sales content. This includes both internal and external distribution.
- Free plan: Free-plan videos include a watermark and have more restrictive usage rights. Check the current terms of service for specific limitations on Free-plan commercial use.
Q: Do I own the videos I create?
According to HeyGen’s terms of service, users retain rights to the content they create using the platform. However, it is important to understand the distinction:
- Script content: You own your scripts. HeyGen does not claim ownership of text you input.
- Generated video: You have a license to use the generated video for commercial purposes. The specific legal characterization (ownership vs. license) depends on the plan tier and current terms of service.
- Avatar likeness: For stock avatars, HeyGen licenses the right to use the avatar’s likeness for video generation. You do not own the avatar itself, only the videos created with it.
- Custom avatars: For custom avatars, you (or the consenting individual) retain rights to the likeness. HeyGen has a license to process the likeness for the purpose of avatar generation.
Q: Can I use HeyGen videos on social media?
Yes. Videos generated on paid plans can be posted on any social media platform (LinkedIn, YouTube, Instagram, TikTok, Facebook, X/Twitter, etc.) for both personal and commercial purposes.
Q: Can I use HeyGen videos in paid advertising?
Yes. Videos generated on paid plans can be used in paid advertising campaigns across all major platforms.
Q: Can I resell HeyGen videos?
This depends on the context:
- Creating videos for clients (e.g., as an agency or freelancer): Generally permitted on Business and Enterprise plans. You are creating content on behalf of your clients using HeyGen as a production tool.
- Reselling the platform’s output as a product (e.g., selling template videos): May be restricted. Check the current terms of service.
- White-labeling (presenting HeyGen’s service as your own): Restricted. Contact HeyGen directly for white-label arrangements.
Q: Are there content restrictions?
Yes. HeyGen prohibits the creation of:
- Content that impersonates real individuals without their consent
- Misleading or deceptive content (e.g., fake news, deepfakes intended to deceive)
- Content that promotes violence, hate speech, or illegal activities
- Sexually explicit content
- Content that violates any applicable laws or regulations
HeyGen employs content moderation systems to detect and prevent policy violations.
Data Privacy and Security
Q: Where is my data stored?
HeyGen processes and stores data on cloud infrastructure. Specific data residency details depend on your plan:
- Free and Creator plans: Standard data processing. Check HeyGen’s privacy policy for regional details.
- Business plans: Standard data processing with enhanced security controls.
- Enterprise plans: Custom data residency options may be available by agreement.
Q: Does HeyGen use my videos or scripts to train its AI models?
According to HeyGen’s privacy policy, user-generated content may be used to improve the platform’s services. Enterprise customers can negotiate data processing agreements (DPAs) that restrict how their data is used.
If data usage for model training is a concern, discuss this directly with HeyGen’s sales team before purchasing. Enterprise agreements can include explicit restrictions.
Q: Is HeyGen SOC 2 certified?
HeyGen has been working toward SOC 2 Type II certification. Check with HeyGen directly for the current certification status. Competitors like Synthesia have achieved SOC 2 Type II certification, and HeyGen has been closing the gap.
Q: Does HeyGen support SSO?
SSO (Single Sign-On) is available on the Enterprise plan. HeyGen supports integration with major identity providers (Okta, Azure AD, Google Workspace, etc.) through SAML 2.0 or OIDC protocols.
Q: Is HeyGen GDPR compliant?
Yes. HeyGen complies with GDPR requirements for data processing. A Data Processing Agreement (DPA) is available for Business and Enterprise customers.
Q: What happens to my data if I cancel my account?
When you cancel your account:
- Generated videos and assets are retained for a limited period (typically 30–90 days) before deletion
- Custom avatar models are deleted
- Account data is deleted in accordance with applicable privacy laws
- Enterprise customers may have custom retention terms in their agreement
Technical Questions
Q: What video formats and resolutions does HeyGen support?
- Output formats: MP4 (primary), with additional format options on higher plans
- Resolutions: 720p (Free), 1080p (Creator and above), up to 4K (Enterprise)
- Aspect ratios: 16:9 (landscape), 9:16 (portrait/mobile), 1:1 (square)
Q: How long can a single video be?
Maximum video length depends on your plan:
| Plan | Max Video Length |
|---|---|
| Free | Limited (typically 1–2 minutes) |
| Creator | Up to 10–15 minutes |
| Business | Up to 20–30 minutes |
| Enterprise | Custom (negotiable) |
Q: Can I add background music or images?
Yes. HeyGen supports:
- Custom background images and videos
- Background music from a built-in library or uploaded files
- Text overlays and branded elements
- Screen recording integration (on some plans)
Q: Does HeyGen support real-time streaming avatars?
As of March 2026, HeyGen’s primary focus is pre-recorded video generation. Real-time interactive avatar capabilities have been in development. Check HeyGen’s product updates for the latest status.
Q: Can I embed HeyGen videos on my website?
Yes. HeyGen provides video hosting with embeddable player links. You can also download the MP4 file and host it on your own infrastructure or any video hosting platform (YouTube, Vimeo, Wistia, etc.).
Billing and Account Questions
Q: Can I switch plans at any time?
Yes. You can upgrade or downgrade your plan at any time:
- Upgrades take effect immediately
- Downgrades typically take effect at the start of your next billing cycle
Q: Do unused credits roll over?
In general, credits do not roll over between billing cycles. Use your monthly allocation before it resets.
Q: Is there a student or nonprofit discount?
HeyGen has offered educational and nonprofit discounts periodically. Contact HeyGen’s sales team directly to inquire about current discount availability.
Q: Can I get a refund?
HeyGen’s refund policy is outlined in their terms of service. Refund eligibility typically depends on your plan type, billing cycle, and how much of the service you have used. Contact support for specific refund requests.
Q: Can multiple people use one account?
- Free and Creator plans: Designed for single-user use. Sharing credentials violates terms of service.
- Business plan: Includes team features with multiple seats.
- Enterprise plan: Supports multi-user access with role-based permissions.
Integration Questions
Q: Does HeyGen integrate with LMS platforms?
HeyGen supports SCORM export on Business and Enterprise plans, which allows videos to be imported into any SCORM-compliant LMS. Direct LMS integrations (like those offered by Synthesia with Cornerstone or SAP SuccessFactors) are more limited on HeyGen.
Q: Can I integrate HeyGen with Zapier or other automation tools?
API access (available on Business and Enterprise plans) enables integration with Zapier, Make (Integromat), and other automation platforms through webhook-based workflows.
Q: Does HeyGen integrate with CRM systems?
Direct CRM integrations are not built into HeyGen’s standard offering. However, the API enables custom integrations with Salesforce, HubSpot, and other CRM platforms. Some third-party integration providers have also built HeyGen connectors.
Troubleshooting
Q: My avatar’s lip sync looks off. What can I do?
- Ensure the source script matches the audio length — very long scripts compressed into short durations produce poor lip sync
- Try a different voice — some voices produce better lip sync than others
- Check the language setting — incorrect language selection causes mismatched phoneme mapping
- For custom avatars, the quality of the original training video directly impacts lip-sync quality
Q: Video generation is taking a long time. Is this normal?
Video generation time depends on video length, resolution, and server load. Typical times:
- Short videos (under 2 minutes): 2–5 minutes
- Medium videos (2–10 minutes): 5–15 minutes
- Long videos (10+ minutes): 15–30+ minutes
If generation exceeds these estimates significantly, check HeyGen’s status page for any service disruptions. Business and Enterprise customers receive priority rendering.
Q: My custom avatar does not look like me. How can I improve it?
- Re-record the consent video in better lighting
- Speak more naturally and expressively — monotone delivery produces less expressive avatars
- Ensure the camera is at eye level, not angled up or down
- Use a clean, neutral background
- Wear the clothing and accessories you want the avatar to reflect
Where to Get More Help
- HeyGen Help Center: https://help.heygen.com
- HeyGen API Documentation: https://docs.heygen.com
- HeyGen Community: https://community.heygen.com (if available)
- Support Email: Contact through the platform’s support interface
- Enterprise Support: Business and Enterprise customers have access to priority and dedicated support channels
References
- HeyGen Official Website — https://www.heygen.com
- HeyGen Help Center — https://help.heygen.com
- HeyGen API Documentation — https://docs.heygen.com
- HeyGen Terms of Service — https://www.heygen.com/terms
- HeyGen Privacy Policy — https://www.heygen.com/privacy
- HeyGen Pricing Page — https://www.heygen.com/pricing
- HeyGen Crunchbase Profile — Company background and funding history. https://www.crunchbase.com/organization/heygen
- Synthesia Official Website — Competitor reference for compliance comparison. https://www.synthesia.io
- “Understanding AI-Generated Content Rights: A Legal Primer” — Overview of intellectual property considerations for AI-generated video.
- “GDPR Compliance for AI Video Platforms” — Data protection framework applicable to AI avatar services.