Contacting Support

Overview

While we strive to make our platform as intuitive as possible, we know that technical questions and billing nuances can sometimes require a human touch. Our dedicated support team is here to ensure your creative workflow remains uninterrupted.

Here are the primary scenarios where reaching out to us is the fastest path to a resolution.

1. Choosing the Right Plan

Selecting a subscription is a big decision, and we want to ensure you aren't overpaying for features you don't need—or hitting limits on the ones you do.

• •Plan Comparison: If you are stuck between our "Pro" and "Scale" tiers, we can analyze your projected usage to recommend the most cost-effective fit.
• •Feature Clarification: Not sure if a specific tool is included in a certain plan? We can provide a detailed breakdown of the features available at every level.

2. Resolving Billing and Payment Issues

Financial transactions should be seamless. If you encounter a hurdle, we prioritize these requests to keep your account active.

• •Payment Failures: If your card was declined or a transaction shows as "Failed" in your history, we can help identify the reason and assist with a manual retry.
• •Invoice Requests: While invoices are available in your dashboard, contact us if you need specific tax information (like a VAT or GST ID) added to a past receipt.
• •Refund Inquiries: If you believe there has been a billing error, our team is available to review your account history and discuss our refund policies.

3. Transitioning to Enterprise

As your brand or agency grows, your needs may outpace our standard self-service plans.

• •Custom Requirements: Contact us to discuss Customized credits, unlimited brand catalogs, and team seat management.
• •Corporate Procurement: If your organization requires custom contracts, MSAs, or payment via bank transfer (ACH/Wire) with Net-30 terms, our Sales and Support teams will coordinate the setup.

4. Understanding Your Credit Usage

Credits are the fuel for your creative engine. If the numbers aren't adding up, we can provide clarity.

• •Usage Audit: If you feel your credits were consumed faster than expected, we can look into your generation history to explain the "cost per action."
• •Top-ups and Rollovers: Have questions about when your credits reset or how to purchase a one-time "top-up" without changing your plan? We're happy to guide you.

How to Reach Us

You can connect with a support specialist through the following channels:

• •In-App Chat: Click the help bubble in the bottom corner of your dashboard for real-time assistance during business hours.
• •Email Support: Send your detailed inquiry to support@phot.ai. Please include your account email and any relevant screenshots of the issue.
• •Talk to an Expert: Connect with our experts for instant answers to your questions here.