ElevenLabs Reviews 934

Reply from ElevenLabs

Dec 27, 2025

Hi Brent,

I’m sorry you’ve had a frustrating experience with your voice clone.

I couldn’t locate your specific support ticket from the details provided, but it sounds like the issue may be related to your verification of your Professional Voice Clone, which would prevent fine-tuning from starting until that step is finished.

For clarity, the typical flow is:

• Upload your voice samples
• Complete the verification steps
• Fine-tuning begins once verification is approved

Timelines to expect:

• Uploading samples: usually a few minutes
• Fine-tuning: usually 6 to 12 hours after verification

I would like to understand if anything else went wrong here so we can identify improvements for our service. Typically, this is where we see some customers struggle for various reasons. Your verification attempts should reset within 24 hours, allowing you to try once again.

Reply from ElevenLabs

Dec 27, 2025

Hi Faze,

I’m sorry for the frustration you’ve run into. Our tools can be quite powerful, but there can also be a learning curve to getting the best results.

I couldn’t locate a support ticket tied to the information provided here, so I’m working off the details in your message. A few suggestions that should help right away:

• For the highest similarity and overall quality in voice cloning, use the Multilingual v2 model. It’s currently the most reliable for accuracy and likeness. And for the absolute highest accuracy, use a professional voice clone.
• The v3 model is an alpha research preview. It excels at expressive delivery and stronger emotion, but it’s not yet as accurate for voice similarity and does not support Professional Voice Cloning at this time. If you’ve been testing v3 for cloning, that would explain lower resemblance and limitations with fine control. We recommend reserving v3 for experiments and smaller tests until it’s fully released.
• For pauses and emotions, both of these are support but not within the same model unfortunately. The v2 model supports some SSML-style controls such as pauses. The v3 alpha, on the other hand, supports what we call audio tags, which allow you to prompt the AI for a specific delivery. You can read more about both of these in our documentation.

You'll also find best practices in our documentation, which includes model capabilities, useful practices for cloning, and other information. If you haven't already, please feel free to reach out to our support team and share the model you used, the type of clone (Instant vs. Professional), and a brief example of the input text and audio. Just a quick note: during the holidays, our response time is a little bit longer than usual, so it may take a couple of days for the support team to address your ticket. We appreciate your patience and apologize for the slower response time.

Reply from ElevenLabs

Dec 25, 2025

Hi,

You are correct; we are currently operating with a reduced support team over the holidays to allow our agents some time to spend with friends and family. As a result, response times on some tickets may be longer than usual. We apologize for any frustration this seems to have caused.

Unfortunately, I couldn't locate any ticket from you based on the information provided. If you could share your ticket number or any other details that could help me find your specific ticket, I’ll ensure it’s prioritized for review. We appreciate your patience and the opportunity to make this right.

Reply from ElevenLabs

Dec 24, 2025

Hi,

Thank you for the fantastic 5-star feedback — we really appreciate it. I'm glad to hear you had a great experience with our support team, especially during the holiday season when we might be a bit busier than usual. It's great to know that our quality still meets the standards we want for our customers.

Reply from ElevenLabs

Dec 24, 2025

Hi Eddie,

Thanks for reaching out. We’re truly sorry for the frustration you’ve experienced and any misunderstandings that may have occurred.

To clarify how our system works: when a subscription is canceled or downgraded, any unused credits are forfeited at the end of the billing cycle. Credits are part of an active subscription and require an active plan to remain available. You can find these details on our subscription page and in our help center articles about cancellation, credit changes, and rollover.

On the subscription page (https://elevenlabs.io/app/subscription) under the "Frequently Asked Questions" section titled "What happens to my unused credits at the end of the month?" we state:

"""
If, by the end of the month, you have unused credits, you can carry over up to two months' worth of unspent credits into your next cycle as long as you do not downgrade or cancel your subscription. Your subscription will automatically renew with each billing cycle, and you will receive a new allotment of credits.

If you upgrade to a higher plan, any unused credits from your previous plan will roll over into the next billing cycle.
"""

Here are the relevant help center articles on how rollovers work:

• How do I downgrade or cancel my subscription? https://help.elevenlabs.io/hc/en-us/articles/24489536934673-How-do-I-downgrade-or-cancel-my-subscription
• What happens to my credits when I upgrade or downgrade my subscription? https://help.elevenlabs.io/hc/en-us/articles/13416127759121-What-happens-to-my-credits-when-I-upgrade-or-downgrade-my-subscription
• How does credit rollover work? https://help.elevenlabs.io/hc/en-us/articles/27561768104081-How-does-credit-rollover-work

We’re sorry you felt unable to reach a human before canceling. During the holiday season, we have a slightly longer response time, and we apologize for that. While our AI assistant resolves many requests, it is designed to escalate cases like this to our team, and we do make one-time exceptions in special circumstances. Unfortunately, we couldn't find a support ticket under the details in your review, so we couldn’t investigate your specific case.

If you’d like us to review this further, please contact us at https://elevenlabs.io/contact using your account email and mention this review. Our team will take a closer look and see what options might be available. Thanks for sharing your experience.

Reply from ElevenLabs

Dec 23, 2025

Hi Hellen,

Thanks for sharing your experience and feedback. We're really sorry to hear that you're getting inconsistent results with your voice clone, especially after investing so much time and care into your recordings.

The issues you described—sections sounding like you have a heavy cold or switching into a different persona—seem solvable with targeted adjustments to the training data and the model used. Voice consistency primarily depends on the quality and consistency of the training samples. For the best results, please ensure:

• At least 30 minutes of clear audio (2+ hours is ideal for Professional Voice Clones, so what you uploaded should be great)
• Consistent delivery, volume, and tonality throughout (we would need to listen to the specific audio samples you uploaded to ensure consistency)
• A speaking style in your samples that matches how you want the clone to sound (again, we would need to listen to the audio samples to understand this better)

General inconsistencies such as background noise, volume changes, or varying mic distance can create the instability you've experienced.

We also recommend using the Multilingual v2 model for the most stable and consistent results.

Unfortunately, we were not able to locate your specific support tickets to review your case in detail. If you'd like personalized help with your voice clone, please reach out through our support form. Our team can review your recordings and provide tailored recommendations. However, it sounds like you've already opened a ticket. If that's the case, could you please provide the ticket IDs or open a new ticket referencing this Trustpilot review? This will help us locate it on our end.

Thanks again for your time and for investing in creating a voice clone, and we hope that we can help you achieve the quality you’re looking for.

Reply from ElevenLabs

Dec 22, 2025

Hi,

Thanks for taking the time to share your feedback.

We understand your frustration around ACX/Audible’s submission policies. While we work to make our tools as flexible as possible, we don’t control third party platforms’ rules, and authors do need to follow ACX/Audible’s specific requirements.

I reviewed your inquiry and believe I located your ticket. It appears the AI escalated the case to a human agent, who reviewed it and issued a partial refund for the unused months on your annual plan.

From what I could find, it does look like the team was able to resolve your inquiry/ticket and, even though it was outside of policy, find an amicable solution given your situation. If there's anything else, please don't hesitate to let us know.

Reply from ElevenLabs

Dec 24, 2025

Hi,

Thanks so much for sharing your feedback. We’re very glad to hear your issue was resolved quickly and that both our chatbot and support team were helpful. It’s great to know you felt valued throughout the experience.

Reply from ElevenLabs

Dec 19, 2025

Hi Jeremy,

Thanks for sharing your feedback. We’re sorry to hear your frustration.

We reviewed your case and found the tickets you referenced. Your subscription was canceled in March as requested. It was later reactivated through a new subscription initiation on the client side; this does not happen automatically. Once a subscription is canceled, it remains canceled until a new subscription is started.

Upon further investigation, we see that you were also issued a refund, which included an exception to our standard policy, as we sympathized with your situation and provided support beyond our usual policies.

However, we did not turn the subscription back on, and we have records that confirm this. We’re sorry the service didn’t meet your expectations, and we appreciate you sharing your feedback.

Reply from ElevenLabs

Dec 24, 2025

Hi,

Thanks for sharing your feedback. I’m glad to hear your experience was great overall. I apologize for the delay in our response and appreciate you bringing it to our attention; I will look into it further. Unfortunately, during the holidays, our reply times may be slightly longer, but we’re actively working to reduce turnaround times so you receive help more quickly.

Reply from ElevenLabs

Dec 19, 2025

Hi Michael,

We're sorry to hear about your frustrating experience, especially when you were on a deadline. That can be understandably stressful.

You're correct that we currently accept only USD; we don't yet offer GBP or other currency options except for INR, which can be inconvenient for international customers. We're aware of this feedback.

Regarding support: while our AI assistant handles initial inquiries, we do have human support available for issues that need further assistance. If your email didn't receive a response, we apologize—that's not the experience we want you to have. If you're still experiencing issues, please reach out through our support form, and we'll ensure a team member follows up.

Please feel free to mention this TrustPilot review and insist to the AI that you want to escalate this as it is a billing inquiry, which should be escalated regardless. We tried to locate your ticket, but unfortunately, we couldn't find anything related using the information provided.

We appreciate your feedback and hope to provide a better experience going forward.