Support
Write to [email protected], or use Contact support in the app's Settings.
If you're writing about a picture, include its short code, next to the Erafy mark in its bottom-right corner.
Purchases and credits
How do I get a refund for a purchase?
Refunds of purchases are Apple's to give: ask Apple at reportaproblem.apple.com. If Apple refunds a purchase, we take back the credits it bought, even if you have spent them and your balance goes below zero.
A picture or video failed. Do I lose my credits?
No. If generating a picture or video fails, the credits you spent on it are refunded automatically. The same happens when the third-party AI service that generates the pictures declines your photo in its safety checks. Credits spent on a finished video don't come back.
I bought credits and they are not there.
In the app, open Settings and tap Restore purchases. If they still don't appear, write to [email protected].
Do credits expire?
No. Credits don't expire and can't be transferred. They are lost if you delete your account.
What does it cost?
The app is free to download. Pictures and videos cost credits, which you buy in the app through Apple; Apple shows the price. There is no subscription. New accounts get free credits to try Erafy, once per Apple ID.
Pictures and videos
Where are my pictures?
On your phone, in the app. Once they are there we have no copy, so save the ones you want to keep to Photos.
My picture never arrived.
Open the app: it can only download a finished picture while it is open. A finished picture waits on our servers for up to 24 hours; if the app hasn't downloaded it by then, it is deleted and the credits you spent on it don't come back. If generating it failed, your credits were refunded automatically.
Why doesn't the result look like me?
Erafy makes a new picture from your photo rather than changing it, so how much it resembles you varies from one go to the next. It varies most when the picture comes out in black and white, and in the painted and hand-made styles for the years before 1900, where faces are drawn in the craft's style. We make no promise about how any result will look.
Why was my photo declined?
The third-party AI services that generate pictures and videos run their own safety checks and may decline a photo or video by their own rules. When they do, your credits are refunded automatically. Separately, our Terms of Use list what may not be made with Erafy.
Can I use my pictures commercially?
As far as we are concerned, the result is yours: keep it, post it, sell it, commercially or not. That covers what comes out of Erafy; you still need the right to use the photo you sent in. The watermark in the picture may not be removed.
How do I report a picture made with Erafy?
Every picture carries a short code, next to the Erafy mark in its bottom-right corner. Write to [email protected] with the code, or use Report in the picture's three-dot menu (•••) if you made it.
Your account and your data
How do I delete my account?
In the app, go to Settings → Delete account, once nothing is being made. The app offers to save your pictures and videos to Photos first, then clears them from the app; any you don't save are gone, since we keep no copy. Your credits are lost with the account. The Privacy Policy says what is deleted and what stays.
I signed in with a different Apple ID and my credits are gone.
Your account belongs to the Apple ID you sign in with. A different Apple ID is a separate account, so sign in with the one you used before.
Can I get a copy of my data, or have it corrected or deleted?
Yes. Write to [email protected].
I need a postal address.
Ask at [email protected] and we will send you one.
Using Erafy
Who can use Erafy?
Adults, 18 and over.
Can I use a photo with other people in it?
Only photos you have the right to use, of people who agreed.
See also: Privacy Policy · Terms of Use