Question 1

How do I cancel my subscription?

Accepted Answer

Open Settings and press Cancel next to your plan. If there is no Cancel button there, the subscription was not bought on the website: cancel it in your App Store or Google Play subscription settings, or through our payment provider using the email address and card details from checkout. Cancelling stops future payments, and your plan stays active until the end of the period you have already paid for. If Settings itself throws an error, email us and we will cancel it for you.

Question 2

How do I request a refund?

Accepted Answer

Refunds are handled by whoever took the payment, so start with the platform you paid on: the App Store, Google Play, or NOWPayments for crypto. If you paid by card on the website, email us with the date of the charge, the order ID and the reason, and we will take it from there.

Question 3

How long does a refund take?

Accepted Answer

Once we approve it we process it straight away. After that it is down to your bank — usually a few days, and up to 10 working days on some cards. Refunds for App Store or Google Play purchases are issued by Apple or Google on their own schedule. If it has been longer than that, reply on the same email thread and we will chase it.

Question 4

Can I upgrade or switch plans mid-cycle?

Accepted Answer

Buying a second plan on the website starts a new subscription — it does not replace or refund the one you already have, so you can end up paying for both at once. Cancel the existing plan first, or email us and we will handle the switch for you. If you have already been charged twice, send both order IDs and we will refund the duplicate.

Question 5

I paid but my plan hasn't upgraded

Accepted Answer

Payments can take a few minutes to clear. Wait a moment, then refresh the page. On mobile, tap Restore Purchases on the Upgrade screen. If nothing has changed after 15 minutes, email us the order or transaction ID and we will apply it by hand.

Question 6

I was charged twice, or charged after cancelling

Accepted Answer

A subscription can live in two places: on the website, and in the App Store or Google Play. A store subscription keeps renewing until it is cancelled in that store, even if the website shows no active plan. It is also possible to end up with two accounts by signing in a different way the second time, so check which email address each charge was sent to. If neither explains it, email us the transaction IDs and we will sort it out.

Question 7

I deleted my account but I'm still being charged

Accepted Answer

Deleting an account does not cancel its subscription — the two are separate, and once the account is gone the cancel button goes with it. Cancel in the store you bought it from, or through our payment provider using the checkout email and card details. Then email us with the address the charges are billed to and we will stop it at our end.

Question 8

I'm being charged but I can't sign in

Accepted Answer

A subscription bought on the website can be cancelled through our payment provider without signing in — you will need the email address and card details used at checkout. Do that first to stop the billing, then email us so we can find the account itself.

Question 9

What happens if I open a chargeback?

Accepted Answer

Please email us before you do. We can usually fix a payment problem far faster than a bank dispute, which takes weeks. Accounts linked to a chargeback are permanently restricted, and that restriction stays in place after the dispute closes. If you have already opened one, tell us and we will see what we can do.

Question 10

Where can I see what I have been charged?

Accepted Answer

Your purchase history is in Settings, under Purchases. It lists every order on the account with its date and status — useful to have open when you email us.

Question 11

My Gems or upgrade haven't arrived

Accepted Answer

Give it a few minutes and refresh the page — almost all purchases apply on their own. On mobile, tap Restore Purchases on the Upgrade screen. If it still has not landed after 15 minutes, email us the order or transaction ID and we will credit the account manually. If you bought through a reseller, redeem the code in Settings first.

Question 12

Gems were taken for a generation that failed

Accepted Answer

Gems from a failed generation are refunded automatically, though it can take a few hours to land. If they still have not come back after that — or a video came out blank, timed out, or disappeared from the queue — email us with the account, roughly when it happened and how many Gems are missing, and we will credit them back.

Question 13

Can I get a refund for Gems I haven't used?

Accepted Answer

Gem purchases are not normally refundable, including Gems still sitting unspent on the account — they are delivered instantly and the purchase is complete at that point. Subscriptions are a separate matter and are handled case by case. If something went wrong with the purchase itself, such as a double charge or Gems that never arrived, email us and we will fix it.

Question 14

How do I redeem a code or coupon?

Accepted Answer

Sign in to the account you want the Gems on, open Settings, and enter the code there. Codes are single use and apply to whichever account is signed in, so double-check you are on the right one before redeeming.

Question 15

How do I get more Gems?

Accepted Answer

You can earn Gems from the Earn Gems page, which is enough to try things out and keep going casually. For a reliable amount every month you need a plan — every paid plan comes with its own monthly Gems allowance, and you can top up with a one-off Gem purchase at any time.

Question 16

My image or video isn't generating

Accepted Answer

Press Reset at the top of the Create panel and choose Clear content — that clears the session and fixes most stuck generations. Check you still have Gems, and try a different browser or network if you are on a work or public connection. If it keeps failing, email us with what happens, a screenshot, the settings you used and any errors from the browser console.

Question 17

My results don't look how I expected

Accepted Answer

Press Reset at the top of the Create panel: Clear content removes this session's images and videos, and Reset everything also puts your prompts, settings and attributes back to their defaults, which is the fastest way out of a bad run. Then simplify — keep the prompt focused rather than very long, and avoid stacking ((parentheses)). Style, pose and quality settings usually change the result far more than extra words do. The prompting guide explains what each setting actually does, and the community swaps prompts that work.

Question 18

Can I upload my own photo, or animate an image from elsewhere?

Accepted Answer

No. You cannot upload your own photos, use a real person's face, import images made in other tools, or upload custom models. Animate and image-to-video only work on images generated here on Promptchan. This is a safety and legal-compliance limit rather than a plan restriction, so no subscription unlocks it and it is not something we plan to add.

Question 19

How long are my images and videos kept?

Accepted Answer

24 hours. Anything you want to keep has to be downloaded to your device or published to Promptchan within that window — after 24 hours, generations that were not saved or published are removed and cannot be recovered. Download the ones you care about as you go rather than at the end of a session.

Question 20

My saved character looks different since the update

Accepted Answer

Model updates change how prompts are interpreted, so an older character or seed will not always reproduce exactly. Generating from the saved character again with the original prompt and settings gets closest. If a character stopped working altogether, or you get a message saying its image cannot be verified, email us with the character and we will look at it.

Question 21

I keep getting a blocked or banned message

Accepted Answer

Our safety filters block some prompts, and they occasionally flag something harmless by mistake. Reword the prompt — especially anything that could read as involving a minor or a real person — and try again. Repeatedly trying to get around the filters can restrict the account permanently.

Question 22

I can't sign in to my account

Accepted Answer

Use the same sign-in method you originally signed up with. Signing in with Google or Apple when you first used an email and password creates a second, separate account instead of opening the original one. If you are stuck on a loading screen, sign out, clear your browser cache and try again. Still locked out? Email us from the address on the account.

Question 23

The site won't load

Accepted Answer

Promptchan lives at promptchan.com — older domains and mirrors are no longer maintained, so update your bookmark. If it will not load there, hard refresh the page, clear your cache, or try a different browser or network; some internet providers and public Wi-Fi block adult sites.

Question 24

Images or videos are missing from my profile

Accepted Answer

Generations are only kept for 24 hours unless you download them or publish them, so that is the usual explanation. Beyond that, check your generation history as well as your profile gallery — they are different views, and not every older account carried across when the galleries were migrated. If something is genuinely gone, or a gallery export downloads empty or corrupted, email us with your account and roughly when the missing items were made.

Question 25

How do I delete my account and data?

Accepted Answer

Open Settings, scroll to the bottom and press Delete Account. Cancel any active subscription first — deleting the account does not cancel a subscription bought in the App Store or Google Play.

Question 26

Can I get a deleted account back?

Accepted Answer

No. Deletion is immediate and permanent: the account, your generations, chats and purchase history are all removed and we have no copy to restore from. Purchases and Gems cannot be moved to another account afterwards.

Question 27

Who can see what I create?

Accepted Answer

Images can be published to the public gallery or kept to yourself. Private generation is included with paid plans and keeps your creations visible only to you. Your chats are always private to your account.

Question 28

How do I report content or ask for it to be removed?

Accepted Answer

Use the content removal form. It goes straight to the moderation team and is the fastest route for anything that depicts you, involves a minor, or was posted without consent. Reports made there are actioned ahead of general support email.

Question 29

How do I file a copyright or DMCA claim?

Accepted Answer

Follow the notice procedure in our DMCA policy. Include the work concerned, the exact URL on Promptchan, and a signed statement from you or your authorised agent, so we can act on it without having to come back for more information.

Question 30

Do you have an API?

Accepted Answer

Yes. The API documentation covers authentication, the image and video endpoints, and what each call costs. Your API key is generated in Settings.

Question 31

Do you have an affiliate programme?

Accepted Answer

Yes. Affiliates earn 60% of a referred user's first payment and 50% of their next four, Gem purchases included. Sign up on the affiliate site. For partnerships, press or anything else business-related, email admin@promptchan.com.

How can we help?

Billing & subscriptions

Gems & upgrades

Images & video

Account & access

Safety & takedowns

Business & developers

Still need help?

How can we help?

💳Billing & subscriptions

💎Gems & upgrades

🎨Images & video

👤Account & access

🛡️Safety & takedowns

🤝Business & developers