Support

Contact

apledot.support@gmail.com

We answer within two business days, in English or Korean.

It helps to include your store domain (the myshopify.com one), roughly when the problem happened, and — if it is about one video — the product name it was made from. With those three things we can usually find the job in our logs without asking.

A generation failed

Credits for a failed generation are returned to the balance automatically, usually within a few seconds of the failure. Check the credit history page in the app: a refund appears there as its own entry.

Some products are refused by the AI providers whatever the ad says — adult products, weapons and regulated substances are the common ones. Those come back as a failure and are refunded like any other.

If a video has been stuck in progress for more than about twenty minutes, it is not going to finish on its own. Write to us and we will unstick it and make sure the credits came back.

Credits did not arrive

A purchase is credited the moment Shopify confirms the charge, and it arrives whether or not the browser makes it back to the app afterwards. If a charge shows on your Shopify bill and the balance did not move, send us the store domain and the approximate time of the purchase.

A video disappeared

Videos are stored for 60 days and then deleted. The app shows the days left on each one and warns before a file expires. After that the video cannot be recovered and making it again costs credits — so download anything worth keeping.

Deleting your data

You can ask us to delete everything we hold for your store at any time, before the retention periods run out. Write from the store's contact address and we will confirm when it is done. What we hold, and for how long, is set out in the Privacy Policy.