Know which prepared pack you are opening

Identify the companion and included material

Use the item description rather than the cover alone to determine what you are buying. Check whether the offer concerns one pack, a particular companion or another specified set of material. A similar image on a profile does not establish that the same purchase includes every associated item.

If the offer is unclear, retain its title and ask support before accepting. The distinction between opening existing media and requesting new output matters: an unlock does not send your written preferences to an image or video generator.

Review tokens independently of membership

Premium does not automatically include every prepared pack. A selected item can have a separate token requirement. Confirm the charge and the available balance for that unlock rather than assuming unlimited ordinary text access pays for all media linked to the character.

The monthly allocations of 100 tokens on Premium and 330 on Plus are balances, not a universal number of packs. Compare the displayed action prices when deciding how to use them. Do not repeat a purchase until you have checked whether the first one was recorded.

Do not infer privacy or usage rights from the label

The word private describes the media feature; it is not a statement that chat is end-to-end encrypted or inaccessible to service providers. Read our privacy information for the processing, review and retention that apply to account use.

Access to media also does not transfer a performer's likeness rights or permit redistribution outside the applicable terms. Saving a profile in your collection is not a licence to its pictures. Use the account and item conditions to understand what you may do with the material.

Ask for an access check before paying again

If a confirmed pack does not open, compare the account email and sign-in method with the receipt. An alternate registration may not contain the same purchase. Record the pack title, payment or token reference and the time of the attempted unlock.

Send those details and the error wording to support@candymail.ai. A short, relevant screenshot can help, but a password or complete card number is not needed. Repeating the unlock may create another transaction rather than resolve the first access problem.

Your questions

Is every prepared pack included with Premium?

No. Inspect the offer attached to the selected item. Membership access and a pack's token or payment condition can be separate, and a monthly allowance does not turn the entire catalogue into an unlimited entitlement.

Can I change a pack by writing my own image prompt?

An unlock opens the prepared material described by that offer. To request a different picture, use a supported image-generation tool with your companion and visual instructions. That is a separate action with its own cost and accepted inputs.

Does Private Content mean all chats are end-to-end encrypted?

The media name makes no such guarantee. Our privacy information governs relevant handling by the service and providers. Keep sensitive credentials and private records out of character conversations rather than relying on a feature label as a security promise.