How can we help?

No. Tokens are charged when you submit, and if a generation fails they’re automatically refunded to your balance. You’ll see them back in the app right away.

If it keeps failing, try a shorter, well-lit clip where your face is clearly visible, and make sure your prompt follows our acceptable use rules.

• Keep it between 4 and 30 seconds.
• Film in good light with your face clearly visible and the camera fairly steady.
• Stick to one main person in the shot.
• Be specific: say the place, the outfit, the props and the mood — “a Paris rooftop at golden hour in a black tuxedo” beats “somewhere fancy”.
• Use the review step: if the proposed look isn’t right, tell us what to change before you approve.

Make sure you’re signed in to the same Gengency account you used to buy, then fully close and reopen the app. Store payments can occasionally take a few minutes to confirm. Still missing? Email support@gengency.app with your account email and your App Store or Google Play receipt, and we’ll sort it out.

Subscriptions are managed by Apple or Google, so you cancel them in your store account — deleting the app doesn’t cancel it.

iPhone: Settings → your name → Subscriptions → Gengency → Cancel Subscription.
Android: Google Play → profile icon → Payments & subscriptions → Subscriptions → Gengency → Cancel.

Cancel at least 24 hours before your renewal date to avoid the next charge. Tokens you already have stay yours.

Purchases are processed by Apple or Google, so refunds are handled by them: on iPhone visit reportaproblem.apple.com; on Android request a refund through Google Play. If something went wrong on our side, email us — we’re happy to help.

Gengency and our AI providers automatically block content that breaks our rules — for example sexual content, content involving minors in a harmful way, or impersonating real people without their consent. If a generation is blocked or fails, your tokens are refunded. Think we got it wrong? Email us with the details.

Yes — you own the videos you create and can share them anywhere, as long as you follow our Terms and the rules of the platforms you post on (some require AI-generated content to be labeled).

You can delete any video from your library in the app. To delete your whole account and everything in it, go to Settings → Delete account, or use our account deletion page.

Email support@gengency.app with “Report” in the subject and as much detail as you can. We take reports seriously and review them as quickly as possible.