# FAQs

<details>

<summary>What video file formats are supported for upload?</summary>

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

</details>

<details>

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

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

</details>

<details>

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

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](https://www.morphic.com/pricing/).

If you're seeing a "Upgrade to add more models" message even though you haven't trained any character models yet, please [contact support](mailto:support@morphic.com). Our team will be happy to help.

</details>

<details>

<summary>Why was my payment or card update declined?</summary>

You can see the failure reason on your Dashboard and on the [Billing & usage](https://studio.morphic.com/settings/billing) page in settings. You’ll also receive an email with the reason.

</details>

<details>

<summary>How do I download my invoices for my Morphic subscription and payments?</summary>

You can view and download all your invoices by clicking "Manage via Stripe" from the [Billing & usage](https://studio.morphic.com/settings/billing) page in settings. This will open the Stripe customer portal, where you can view all your invoices.

</details>

***

If you have any trouble or have any questions, feel free to reach out. We're happy to help. Write to us at [**support@morphic.com**](mailto:support@morphic.com)**.**


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