Support

1. Create a character story

Choose a role, name a project and select one to three adult reference photos you have permission to use. Review the estimate, request a character portrait, then review and approve a result. Make story choices and request chapter illustrations or an ending scene using the approved portrait. You can optionally create a five-second film from an approved ending. Each creation is requested separately and can require additional credits.

Local photo previews and story choices do not mean AI generation has happened. Generated results require a completed service task. Save or share an available result using the app's controls; Photos permission may be needed. A presented share sheet does not confirm that sharing finished.

2. A creation is pending or missing

Open Library and check the original task’s status. If the request timed out, is under reconciliation, or its result is unclear, do not submit another paid request or upload a replacement portrait for the same task. Keep the original request identifier. Use the app’s offered status/recovery action; a manual resume of the same request is different from starting a new creation.

Contact support@vivarium-legal.com with the app version, account identifier, task/request identifier, approximate time and non-sensitive status message. In Account, long-press your account ID to copy it. A completed image that fails to load should be retrieved through its existing task rather than generated again.

3. Balances, estimates and results

Check the account balance and the current creation estimate. Image and video requests may have different costs. Subscription credits are allocated for each applicable period and unused credits expire at its end; they do not roll over. One-time pack balances are separate.

If a balance, reserved credit or completed charge looks wrong, keep the original task identifier and contact support for reconciliation. An output you dislike is not automatically a failed job. Please describe the issue in words before sending any private media.

4. Purchases and Restore Purchases

Confirm that the device’s App Store uses the Apple Account that bought the subscription, and that you are using the intended Character Studio account. Open Account → Restore Purchases for eligible active subscriptions. Follow the app’s Apple-linking or account-conflict instructions rather than repeatedly purchasing.

Restore does not recover consumed one-time credit packs, duplicate a subscription’s credit grant, or make one subscription active under multiple account owners. A confirmed restore and a delayed balance refresh can be separate states. If the issue remains, send the product name, app version, non-sensitive restore message and displayed identifiers. Do not email an Apple receipt, signed transaction/JWS or password.

Use Apple subscription instructions to manage or cancel renewal. Use Apple refund requests for App Store refunds, subject to Apple’s process and applicable law. Deleting the app or Character Studio account does not cancel a subscription.

5. Account, deletion and privacy

Before deleting an account, export available results you want to keep and manage any Apple subscription separately. Open Account → Delete Account. You do not need to email us to initiate deletion or continue automatic cleanup. Once accepted by the service, account access is revoked and a saved background request cleans up covered first-party media and account links. The app clears that account's local project data; any unfinished local cleanup is reported separately. Exported files in Photos, Files or other services remain under your control.

Use Check status in Account to check the accepted request and cleanup progress. Once local cleanup is confirmed, you may explicitly choose to start a new account or sign in while server cleanup continues; no new account is created automatically. After changing accounts, open Account → Privacy and support → Previous account cleanup → Check status for the earlier request. A temporarily unavailable check does not affect your current account or mean cleanup is complete. Automatic server retries continue pending cleanup. Completed first-party cleanup does not confirm Apple token revocation or deletion of BytePlus copies. Limited purchase/audit evidence and provider/backup retention limits are described in the Privacy Policy.

For an unresolved status, an unavailable app or another privacy request, contact support@vivarium-legal.com with the app version, the approximate request time and the displayed non-sensitive status. We may need limited information to identify the correct request. Do not send private authorization or deletion-recovery credentials. Support assists with unresolved issues; it is not a prerequisite for deletion.

6. Contact support safely

Email support@vivarium-legal.com and include “Character Studio” in the subject. Helpful details include the app version, account or request identifier, the action you attempted and the exact non-sensitive message. We will review requests without promising a fixed response time.

Do not email passwords, verification codes, sign-in tokens, full receipts, card information or private portraits/videos. If media is needed, wait for a verified secure submission method. Privacy questions can use the same address.

Operator: Jolly Bhagat, New Grain Market, Kothi No. 6, Khasra No. 9, Opposite Market Committee, Patiala 147004, Punjab, India.

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