Content Moderation FAQs

Find answers to common questions about Synthesia's content moderation policies, appeals, and avatar restrictions.

Written by Meg Farley
Updated yesterday

General Moderation Questions

How can I avoid being moderated?

100% of the content produced using Synthesia is moderated to ensure we maintain our commitment to responsible use of Synthetic Media and ensure content is not harmful to individuals or communities.

What exactly from my video was moderated?

Unfortunately, we are not able to give specifics but you can read through our guidelines here to understand more about accepted and restricted content on our platform.

Why does Synthesia tell me I need to use a Studio avatar before I've even generated my video?

This is a pre-generation moderation block, not a rejection. It means your script contains topics or wording that could be restricted, so Synthesia is flagging it before you spend credits generating the video. There's no appeal form at this stage because nothing has been rejected yet. You can either adjust the script to avoid sensitive topics, or try generating anyway: if it goes through, you're set, and if it's rejected, you'll get an email with an appeal link.

Can I use voice-only without the avatar present? If not, why not?

We do allow for voice-only content, although voice-only content does not change our stance on how we moderate. Our commitment to responsible use of Synthetic media is in place to ensure that our AI avatars or voices remain free from associations with specific topics that may not align with their intended use.

Can I edit my video since it was rejected?

You are able to make edits to a rejected video; however, this will not guarantee its approval. Each video is examined case-by-case, based on both content topics and the use case for the video. The only way to gain a level of guaranteed approval in the future is with a studio or personal avatar.

I am using this for internal purposes only, does that change the verdict?

In order for our practice of Content Moderation to be fair, all content is measured against our Content Moderation Guidelines; therefore, external or internal use of created content will not alter a content moderation verdict. The platform does allow for educational and informational content, and we work to ensure that our AI avatars remain free from associations with specific topics that may not align with their intended use.

Do human moderators review the content?

We use a combination of automated systems and human oversight to help ensure content aligns with our content moderation policies. Our processes are designed to apply policies consistently and fairly across all content.

What happens if I repeatedly submit content that’s rejected?

Repeated submissions of content that breaches our guidelines may trigger account warnings or restrictions. We recommend reviewing our content moderation policies before resubmitting and contacting our support team if you're unsure about specific cases.

How often are your moderation policies updated?

We periodically review and update our moderation policies to reflect new risks, platform capabilities, and customer feedback.

Is content moderation subjective?

While some contextual judgment is required, our process uses standardized criteria and review protocols to ensure consistency across reviewers and scenarios.

Video Content and Edit Questions

Can I get detailed feedback about why my video was rejected?

We aim to provide clear moderation notes when content is rejected. While we can’t always offer in-depth feedback, you can reach out via support for clarification on the policy or concern that led to the rejection.

I only changed a few words, why was my video rejected this time?

Even small edits can change the meaning or tone of a script in ways that affect policy compliance. Each submission is reviewed independently; therefore, a slight change might make the content fall inside or outside our guidelines.

Why was my edited video rejected when the original was approved?

Even small script changes can impact compliance, especially with sensitive topics. Each version is evaluated on its own merit, and previously approved content doesn’t guarantee future approvals.

Can I appeal a moderation decision?

Yes. If you believe your content was incorrectly rejected, you can appeal the decision. More details on how to appeal can be found in our Content Moderation Appeals article.

Can I reuse a previously approved video script for another avatar or use case?

Approved scripts might not be suitable in all contexts. For example, a script approved for a personal avatar may not be approved with a stock avatar due to stricter usage rules.

Stock Avatar Usage Questions

Can I use a stock avatar to talk about any topic if I’m just presenting facts?

Stock avatars are intended for general, brand-safe use. Even if a script presents factual information, some topics (e.g., politics, health, legal, or sensitive issues) are restricted to avoid unintended endorsement or misinterpretation.

Can I add disclaimers to make sensitive content acceptable with stock avatars?

Disclaimers help but may not override policy restrictions. Sensitive topics with stock avatars are evaluated case-by-case, and some topics may remain restricted regardless of disclaimers.

Why are certain topics restricted with stock avatars?

Stock avatars represent neutral, public-facing characters. To protect against reputational or ethical concerns, we restrict their use in sensitive or high-risk contexts where they could be mistaken for real endorsements or authoritative statements.

Can I use avatars to act out fictional scenarios?

Fictional scenarios can be submitted but must clearly follow our content moderation policies, particularly around sensitive topics or impersonation.

Avatar Options and Flexibility Questions

How can I get more flexibility in what I create?

Creating a personal avatar allows more freedom with topics, tone, and style, provided your content still complies with our policies.

Can I switch an approved personal avatar script to a stock avatar?

Not always. Stock avatars follow stricter guidelines. A script approved for personal avatar use might be rejected if submitted with a stock avatar.

How do I create a personal avatar?

To learn more about creating a personal avatar, check out the How to create a personal avatar article.

Troubleshooting and Support

Can I request pre-approval for a video before generating a video?

We don’t currently offer a pre-approval system, but you’re welcome to contact our support team with your content before generating if you're unsure about policy compliance. We’ll do our best to guide you.

What topics are considered “restricted” by default?

Restricted topics typically include politics, religion, health claims, legal advice, financial advice, adult content, and anything involving hate, misinformation, or real-world violence. For a full list, please refer to our content moderation policies.

What should I do if I think a moderation decision was inconsistent?

Reach out to support with details. We value feedback and investigate inconsistencies to improve moderation accuracy and fairness.

Can I get a list of what’s allowed vs. not allowed in my industry or use case?

While we don’t offer exhaustive lists per industry, our support team can provide guidance on recurring issues or restrictions relevant to your specific use case.

AI, Language and Context Questions

Does the language or tone I use affect moderation outcomes?

Yes. Tone, language, and context all play a role in moderation. Even factual content may be rejected if it’s delivered in a misleading or inappropriate tone.

Are non-English videos moderated differently?

All videos, regardless of language, are held to the same content standards.

Can I use humor, sarcasm, or satire in my video?

Satire and humor are permitted, but context and tone matter. If it risks being misinterpreted, especially around sensitive topics, it may be rejected.

Personal Avatars and Approval Rate Questions

Are personal avatars moderated differently from stock avatars?

Yes. Personal avatars offer more flexibility because they represent an individual rather than a generic character. However, they are still subject to content guidelines, and moderation applies to ensure safety, legality, and ethical use.

Policy Enforcement and Account Safety Questions

What happens if I accidentally violate the guidelines?

Accidental breaches usually result in a rejection with an explanation. We understand mistakes happen; our goal is to help you adjust and resubmit successfully. Repeated or serious violations may lead to account restrictions.

What does a “high-risk” violation mean?

High-risk violations involve real-world harm, illegal activity, impersonation, or deliberate misuse of avatars or platform features. These may result in immediate intervention.

Can I lose access to avatars or features due to policy breaches?

Yes. Repeated or serious violations can lead to feature restrictions, including loss of access to specific avatars or templates, even if the account itself remains active.

Will I get banned without warning?

We aim to use warnings and education first. Accounts are only suspended without prior warning in extreme or high-risk cases, such as deliberate misuse or violations involving real-world harm.