Help center
Start with the action that needs attention
Tell us what you were doing and what happened next. Account access, an image request, microphone permissions and a membership payment call for different checks. A precise starting point makes it easier to find the relevant instructions or send our team an actionable report.
On this page
Tie a payment question to the original registration
Compare the account email and sign-in route with the receipt before changing membership or buying again. A different registration can open normally without holding the purchase you expect. Keep the amount, date and reference for the transaction concerned.
Use cancellation to stop the next renewal and an explicit refund request to seek repayment. They have different outcomes and confirmations. A fictional character does not administer the subscription or investigate a bank entry through conversation.
Name the media or conversation format
Say whether the issue concerns written replies, picture generation, voice playback, a supported call or another experience. Look at the selected character's controls and the requirement for the action. An option available elsewhere does not confirm identical support on that profile.
For an uncertain generation, keep its time and reference before repeating a paid request. For sound, distinguish a silent output from blocked microphone input. Different formats have different accepted inputs, access conditions and token charges.
Check the route used on your device
Note the phone or computer, browser and software version. Our web route needs no third-party APK, emulator or modified download. A browser home-screen shortcut changes the entry point without creating offline chat or another account.
Compare a failing shortcut with the same page in a normal tab. Record local favourites before clearing storage, since they can belong to that browser. Removing the shortcut or clearing data does not cancel a recurring subscription.
Send enough detail without exposing private records
A useful message identifies the account, affected action, approximate time and exact error wording. Add a payment reference for billing or the companion and request details for media. A relevant screenshot can help if it shows the problem clearly.
Crop unrelated dialogue and do not send passwords, recovery codes or complete card information. Contact support@candymail.ai through a real support request rather than asking a character to inspect private account records. Keep the original confirmation available while the issue is investigated.
Your questions
Can a companion solve an account or billing problem?
Our companions generate fictional dialogue, not administrative decisions. Use the appropriate subscription control or email support with the account and transaction reference. A character's reply cannot confirm a refund, cancel a real payment or recover a login.
What should a support message contain?
Identify the account, action, time and observed error, then add the non-secret reference relevant to the issue. Keep screenshots limited to useful context. Passwords, full card numbers and unrelated conversations are unnecessary and should stay out of the report.