Help center
Find guidance for the issue you are facing
Begin with the action you were taking and what happened next. A sign-in problem, a media request, device permissions and a subscription change need different checks and different details if you ask our team for help.
Topics in this article
Match a payment question to the right account
Use your purchase confirmation to identify the relevant registration before adjusting subscription settings. Cancellation concerns upcoming renewal, whereas review of a payment already made requires a separate refund request; neither action substitutes for the other.
Specify the conversation or media action involved
Identify whether the question concerns written replies, a new picture, message playback, a supported call or a video option. Check the selected character's controls: availability of one format tells you nothing certain about access to the others.
Use the setup instructions for your device
For setup or page-loading difficulties, record your device, browser version and how you originally signed in. Consult the matching browser-access guide; you do not need to rely on software offered by an unrelated download provider.
Send the details needed to locate the problem
Tell us your account email, the affected action, its approximate time and any exact error text. Include the date and amount for billing, or identify the character and request when you need an existing generation investigated.
Attach a relevant screenshot only when it adds useful context, leaving unrelated private messages out. We do not need your password, recovery codes or full card details as evidence in a support request.
Your questions
Can a companion resolve my membership question in chat?
Our characters provide fictional AI replies, not account administration. Use subscription settings for the relevant action or contact our support team about a payment or membership issue.
What makes an account or media report useful?
Identify the registration, action, approximate time and displayed error, plus a relevant non-secret reference. Exclude complete payment-card information, passwords and private conversations that do not concern the problem.