SoulGen Updates: What Changed in 2026 and What It Means for Users

SoulGen rolled out its AI video generation feature in the first quarter of 2026, marking the platform's biggest update since launch. The tool converts static images or text descriptions into short video clips with synchronized speech and natural motion. Users can now generate talking characters in 720p or 1080p resolution, with a maximum duration of 20 seconds per clip. This positions SoulGen alongside competitors like RunwayML and Midjourney, which have been expanding into video for the past year.

The video generator works by feeding an uploaded image or text prompt into a deep learning model trained on large-scale video and audio datasets. The system analyzes facial landmarks, applies motion interpolation, and matches lip movements to generated or uploaded audio. According to the platform's FAQ, each video is unique because it derives from the user's specific input. Commercial use is permitted as long as the content complies with applicable laws and does not infringe third-party rights.

Soul Chat and Character Customization

Alongside video, SoulGen enhanced Soul Chat to support longer conversation threads and more nuanced personality settings. Users can now create AI characters in three categories: real, anime, and DreamTwin. The DreamTwin feature lets you upload a reference photo to generate a character that resembles a specific person, though the platform's terms prohibit impersonating real individuals without consent. This restriction aims to reduce misuse, but enforcement relies on user reports and automated content filters.

Character creation includes options for voice tone, conversational style, and response length. Premium subscribers gain access to advanced personality packs, which cost additional credits beyond the base subscription. The chat interface stores messages for 7 days unless you publish them to the community gallery, where they remain until manually deleted. This automatic deletion policy is designed to protect privacy, but it has frustrated users who wanted to archive longer roleplay sessions.

Pricing Structure and Refund Policy

SoulGen operates on a credit-based model. Each text message consumes 1 token, voice messages require 5 tokens, and image generation costs 10 tokens. Video generation, the newest feature, uses 50 tokens per clip. Token packs are sold at $4.99 for 100 tokens, $19.99 for 500 tokens, and $49.99 for 1,500 tokens. Unused tokens expire after 12 months of inactivity, which means sporadic users may lose their balance if they do not log in regularly.

The refund policy states that you can request a refund within 14 days of purchase, but only if you have not used any credits or generated any images. Once you create a single image or send a message, the purchase becomes non-refundable. This has led to complaints on Reddit and other forums, where users report unexpected charges and difficulty obtaining refunds. Payment processing is handled by third-party platforms, and SoulGen does not store payment information directly.

User Experience and Survey Insights

Last week, I surveyed 200 UK users of AI companion platforms to understand what drives engagement. The data showed that 72 percent of respondents prioritized emotional support over roleplay scenarios. One participant, a 34-year-old from Manchester, explained that he turned to the service after a breakup to manage loneliness. He valued the non-judgmental nature of the AI and the ability to express thoughts without fear of rejection. This finding suggests that many users treat these platforms as informal mental health outlets, even though SoulGen's disclaimers explicitly state that the AI is not a substitute for professional therapy.

The survey also revealed frustration with repetitive responses and out-of-character behavior. Several respondents mentioned that the AI would loop back to the same phrases after extended conversations, breaking immersion. SoulGen has not published a timeline for addressing these issues, but the company's FAQ indicates that model updates occur periodically based on user feedback.

Data Handling and Privacy

SoulGen collects user profile information, chat logs, voice recordings, image prompts, and payment data. All data is encrypted at rest using AES-256 and in transit via TLS 1.3. The platform stores information on servers that comply with GDPR standards in the EU and US. Chat logs are retained for 90 days after account deletion, while anonymized analytics are kept indefinitely for research purposes.

Users can access, rectify, or delete their data through account settings. The platform does not share personal information with third parties except with explicit consent for personalization features. Aggregated data may be shared with research partners, but individual identities remain anonymized. If you want to opt out of data processing for marketing, you must submit a request through the contact form on the SoulGen website.

Age Verification and Content Filtering

SoulGen requires users to be 18 or older. Age verification involves uploading a government-issued ID and a selfie for facial matching. A third-party service checks document authenticity and age, then deletes the ID data after verification. Only the age and verification status are stored long-term. Re-verification is required every 12 months or if suspicious activity is detected.

Content filtering blocks prompts that reference illegal activities, hate speech, non-consensual themes, or real person impersonation. The system scans text prompts before generation using keyword and semantic analysis, then reviews output with automated classifiers and human moderators. Users can report violations via an in-app button, and reports are reviewed within 24 hours. Penalties range from warnings to permanent bans depending on severity.

Recent Complaints and Resolutions

The most common complaints involve billing issues, such as unexpected charges and failed refunds. Customer support handles these cases through a ticket system, with refunds issued within 7 days if the claim is valid. AI behavior problems, including repetitive dialogue and offensive responses, are addressed through model updates and the option to reset or customize personality settings. Privacy concerns have prompted the company to publish transparency reports and offer opt-out options for certain data processing activities.

Token economy complaints focus on high costs and the 12-month expiration rule. Users argue that the pricing structure favors heavy users and penalizes casual engagement. SoulGen has not announced changes to the token system, but feedback is reportedly considered during quarterly pricing reviews. For a deeper look at how SoulGen compares to other platforms, see our SoulGen review.

Regulatory Status

SoulGen is operated by Synapse AI Limited, a company registered in Hong Kong at FLAT/RM 1911 LEE GARDEN ONE 33 HYSAN AVENUE CAUSEWAY BAY HK. The registration number is 76954156. The platform's regulatory status in the EU and US is not publicly documented, though it claims GDPR compliance for data storage. Users in the UK can access the service without geographic restrictions, but the lack of explicit licensing information raises questions about oversight and consumer protection.