Support

If the answer is not here, write to us — a person replies.

Credits and free runs

How are credits counted?

It depends on the tool, the model and the settings. Some models charge per second of output, so a longer clip costs more. The generate button always shows the cost before you commit.

When do free runs reset?

At midnight in your device's time zone. They do not roll over. You can also claim a daily reward the first time you open the app each day, which tops up free runs on specific tools.

A job failed. What happens to my credits?

They are refunded automatically — you do not need to ask. The refund shows up in Me → Credit history. Cancelling a job that has not started yet also refunds in full.

I do not like the result. Can I get the credits back?

No. Generation costs us money whether or not you like the output, and "I would have preferred something else" is not something we can verify. Use the cost estimate and a cheaper model to experiment, then spend on the good version.

Can I cash out my credits?

No. Credits are an allowance inside Poze. They are not money and have no value outside the app.

Account and data

Can I use Poze without signing up?

Yes. Guest mode is fully featured. But a guest account is tied to the device it was created on and will not move to a new phone. Link an account if you want your work to follow you — your credits and creations come with it.

Will my work survive reinstalling the app?

Usually. We recognise the same device and restore the account. Changing phones, resetting your advertising ID, or a factory reset will lose it — which is why linking an account is worth the thirty seconds.

How do I export my data?

Settings → Account → Export my data. You get your profile, a list of your work, your credit history and your attribution record, in a machine-readable file.

How do I delete everything?

Settings → Account → Delete account. This clears your device identifiers and push tokens, anonymises your profile, unpublishes anything you posted, and clears your material within 30 days. It cannot be undone. Credit and purchase records are kept afterwards only because financial record-keeping law requires it.

Does deleting my account cancel my subscription?

No. Cancel the subscription separately in the App Store or Google Play. This catches people out, so it is worth doing first.

Subscriptions and billing

How do I cancel?

In your App Store or Google Play account settings, at least 24 hours before it renews. Deleting the app does not cancel it.

Can I get a refund?

Refunds are handled by Apple or Google under their own policies; we cannot process them directly and cannot overrule a store's decision. If you think a charge resulted from a fault on our side, write to us first — we will investigate and, where we are at fault, restore what you lost or support your request with the store.

I was charged after a free trial I forgot about.

That charge goes through the store, so the refund request does too. We will tell you exactly what to ask them. Going forward, the trial screen shows the date the first charge falls — it is there precisely because this is the most common complaint in this category of app.

How do I remove the watermark?

A Pro subscription exports in HD without the visible badge. The embedded marking that identifies content as AI-generated stays regardless of plan — that is a legal requirement in several of the markets we operate in.

I subscribed but Pro is not showing.

Open the paywall and tap Restore purchases. If it still does not appear within a few minutes, write to us with your UID and the store receipt — entitlements can occasionally lag behind the store, and we can reconcile it manually.

Making things

Why was my photo rejected?

Usually one of: no face detected, several faces where the tool needs one, the face is too small or turned too far, or the image did not pass moderation. The error tells you which.

Why does generation take so long?

It depends on the model and how busy it is. The screen shows an estimate and real progress. You can leave — the job keeps running and you get a notification when it is done.

Can I use what I make commercially?

Yes, subject to the Terms and the Content Policy. Note that if you prompted for someone's likeness, a protected character or a recognisable brand, that is on you — see §4.4 of the Terms.

Can I use someone else's photo?

Only with their clear permission. Never for public figures. See the Content Policy.

Reporting, safety and appeals

How do I report content?

Tap ⋯ on the post or profile → Report, and choose a reason. You can also block a user, which stops their content reaching you. For anything urgent, write straight to support@yes366.com.

Someone used my face. What do I do?

Email support@yes366.com with a link or screenshot and tell us you are the person depicted. We prioritise these reports. You do not need a Poze account to report this.

My content was blocked and I think that was wrong.

Appeal it — see §6 of the Content Policy. Automated moderation does misfire and we want to know where.

Still stuck

• Everything — questions, complaints, privacy requests, copyright, appeals: support@yes366.com
• Include the UID from the bottom of your Settings screen. It is the fastest way for us to find your account without asking you for more personal details.
• We acknowledge within 7 days and aim to resolve within 30.