Help
Answers to the usual questions are below. For anything else, email support@toonality.com from the address on your account, so we can find it quickly.
Charges and receipts
During the preview, credit purchases use Stripe test mode: no real money is charged and no receipt is sent. Your balance is on the Credits page.
Credits are held, not spent, while a toon or scene is being made, and used only when it is ready. If an image can't be made, its credits come back to your balance automatically.
Refunds
Unused credits from a purchase can be refunded within 14 days: email support@toonality.com from the address on your account. Credits already used for a toon or scene are not refundable. The full refund policy is in our Terms of use.
A toon or scene that needs review
“Needs review · credit on hold” means we could not confirm whether your image was made. Its credits stay held, not spent, while we check, and it is never made again on its own, so please don’t create it again. If it was made, it appears as ready; if it can't be made, the credits come back to your balance. If it stays in review, email us with roughly when you created it.
How long images are kept
We keep your photos and the images made from them 45 days after you upload them or last create a new image from them, then remove them. Download anything you want to keep.
“Please try again in a little while”
To keep things fair and running smoothly, each account can ask for a limited number of ideas, photo checks and uploads each hour and each day. Nothing is charged for a request that hits a limit; wait a little and try again.
Deleting your account
Go to Account settings and choose Delete your account; you'll need your current password. Deleting removes your photos and images and forfeits unused credits, so ask for any refund first.
Contact
Email support@toonality.com. Please don't send passwords or card details.