FAQs

Find quick answers to common questions about using Morphic, from features and workflows to account and platform basics.

What video file formats are supported for upload?

We currently support WebM and MP4 video file formats for upload.

Does changing a user (i.e., deleting and adding a new one) incur fees?

No, changing a user won’t incur any fees. Be sure to delete the old user first, and then add the new one.

Why am I not able to create a character model? What might be causing this issue, and how can I resolve it?

If you're on the free plan, you can train only one character model on Morphic. To train more than one character model, consider upgrading to a plan that suits your needs.

If you're seeing a "Upgrade to add more models" message even though you haven't trained any character models yet, please contact support. Our team will be happy to help.

Why was my payment or card update declined?

You can see the failure reason on your Dashboard and on the Billing & usage page in settings. You’ll also receive an email with the reason.

How do I download my invoices for my Morphic subscription and payments?

You can view and download all your invoices by clicking "Manage via Stripe" from the Billing & usage page in settings. This will open the Stripe customer portal, where you can view all your invoices.

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If you have any trouble or have any questions, feel free to reach out. We're happy to help, write to us at [email protected].