Get help with an account, conversation or purchase

Find the subscribed account and the payment involved

Compare the login you opened with the purchase confirmation before changing anything about a payment. Subscription controls handle renewal; a refund needs its own request rather than being included automatically in cancellation.

Identify the exact chat or media feature

Tell us whether you were using text, requesting an image, listening to a message, starting a call or entering a video mode. Inspect the character's available controls, since one supported format does not imply access to all formats.

Check your browser and device route

Note the device, browser version and original login method when working through a setup or loading issue. Follow the appropriate web-app instructions before relying on a download offered by an unrelated provider.

Keep your support request focused and identifiable

Give the account email, approximate time, affected feature and exact on-screen message. Add the transaction date and amount for a payment, or the character and requested action for a generation that needs to be located.

Include a useful screenshot if relevant, but omit unrelated private conversations. Passwords, recovery codes and full payment-card details should never be part of the evidence you send for a support investigation.

Your questions

Who can handle a subscription issue raised during a chat?

Use the account's settings or contact support about the subscription. Fictional character replies do not administer payments or make account-management changes.

Which information should I gather before asking for support?

Record the account, feature, time and precise error, with any relevant non-secret reference. Leave out full card details, login credentials and unrelated personal exchanges.