How can we
help?

The exact cost is always shown in the app before you confirm any action — you'll never be charged without seeing the price first. Costs vary by action: a single generation, refresh, transformation, and upscale each have their own credit cost, and the matrix generation cost depends on how many combinations you select.

When a generation fails on our side, we automatically refund the credits to your in-app balance, usually within a few minutes. You don't need to do anything.

If your balance hasn't been refunded after 24 hours, email us at support@pinakoala.ai with the project name and approximate time of the failed generation.

A single scene typically takes about 30 seconds. A matrix generation (multiple combinations at once) takes 60–90 seconds depending on the size of the matrix. You can close the app while it processes — we'll notify you when it's ready.

AI generation is statistical — even with identical inputs, results vary slightly between runs. If a specific render isn't quite right:

• Tap Refresh to regenerate with the same parameters
• Adjust style, lighting, or angle and try a different combination
• Make sure your source photo is on a clean white background — backgrounds with patterns or shadows can confuse the model

No. Credits never expire while your account is active. If you delete your account, your remaining balance is forfeited.

All payments are processed by Apple, and refunds are handled by Apple, not by us. To request a refund:

• Go to reportaproblem.apple.com
• Sign in with your Apple ID
• Find your PinaKoala purchase and follow the prompts

Apple's standard refund policy applies. Credits already used cannot be refunded.

This is rare and almost always resolves itself within a few minutes — Apple sometimes confirms the purchase before sending us the entitlement event. If credits still haven't appeared after 30 minutes:

• Force-close the app and reopen it
• Pull down on your credit balance screen to refresh
• If still missing, email support@pinakoala.ai with your Apple receipt

No. PinaKoala uses one-time credit purchases only — no subscription, no auto-renewal, no monthly fee. Buy what you need, when you need it.

Open the app, go to Settings → Account → Delete account. Your account, projects, and generated images will be permanently deleted within 30 days. This action cannot be undone — any remaining credits will be forfeited.

If you can't access the app, email privacy@pinakoala.ai from the address linked to your account and we'll process the deletion manually.

On the sign-in screen, tap Forgot password and enter your email. We'll send you a reset link. If the email doesn't arrive within a few minutes, check your spam folder.

If you signed up with Sign in with Apple, you don't have a password — just tap the Apple button to sign in.

Yes. Sign in with the same account on any iPhone or iPad — your projects, credit balance, and generated images sync across devices. Apple's Family Sharing is also supported per the App Store rules.

Yes. Subject to your payment of all applicable credits and your compliance with our Terms of Use, all rights we hold in the AI-generated images are assigned to you. You can use them on Etsy, Amazon, Shopify, social ads, your website, and any other lawful commercial purpose.

You're responsible for ensuring you have the right to upload the source photo and that your use of the output complies with the rules of any platform where you publish it.

Photos of physical products you own or have the right to photograph. We don't allow:

• Photos of real people without their consent
• Sexually explicit or otherwise prohibited content
• Content depicting minors in any sexualized context
• Content intended to deceive or impersonate real persons

Uploaded photos go through an automated safety check before processing.

Uploaded photos and generated images are stored in your account so you can return to them later. When you delete a photo or project, the underlying file is removed from cloud storage within 30 days. We don't use your photos to train AI models, and we don't share them with anyone except the providers needed to deliver the Service (see our Privacy Policy for the full list).

Try the standard fixes first:

• Force-close and reopen the app
• Restart your device
• Make sure you're on the latest version of the app and iOS
• Check that you have at least 500 MB of free storage

If the issue persists, email support@pinakoala.ai with your iOS version, device model, and a description of when the crash happens.

If you signed up with email, double-check the address and try a password reset. If you signed up with Sign in with Apple, make sure the same Apple ID is signed in on your device.

If you've recently changed your Apple ID's email, your account is still tied to the old relay address — sign in with the original Apple ID and update your email in settings.

The app shows a downscaled preview during editing to keep things fast. The actual generation is run at full resolution — the final image will be much higher quality than what you see in the preview.