Stivio support
How can we help?
Email hello@stivio.ai from the address on your account.
- A video failed. Do I lose the credits?
- No. If a generation fails, its credits go back to your balance automatically.
- I bought credits in the iPhone app but don't see them.
- Open the app, go to Account and tap Restore purchases. Credits are added to the account you were signed in with when you bought. If they still don't show up after a few minutes, email us the Apple receipt.
- I bought credits in the Android app but don't see them.
- Close and reopen the app while signed in to the account you bought with: it finishes any unconfirmed purchase. If the credits still don't show up after a few minutes, email us the Google Play order number.
- How do I cancel a subscription?
- Bought in the iPhone app: iPhone Settings › your name › Subscriptions › Stivio. Bought on stivio.ai: Dashboard › Manage billing. You keep your plan until the end of the period.
- How do I get a refund?
- Purchases made in the iPhone app are refunded by Apple at reportaproblem.apple.com. Purchases made in the Android app are refunded by Google Play. For purchases on stivio.ai, see the Refund Policy.
- Is my account the same on the web and the app?
- Yes, as long as you sign in with the same Google or Apple account. Your credits and videos are shared.
- How do I delete my account?
- In the app: Account › Delete account. On the web: Dashboard › Delete account. This deletes your Stivio account, videos, photos and remaining credits and can't be undone. We keep sign-up security records and safety records (moderation logs, video reports), no longer linked to your account, and payment records stay with Stripe, Apple or Google as tax law requires. See the Privacy Policy.