Danceify Support

1. Send feedback or ask for help

Open Feedback from Profile or Help & Support to suggest an improvement, report a bug or describe another problem. Choose a category and send your message. In-app feedback is stored with your account; email us if your request needs a reply or concerns access to that account.

Include your app version, device model, iOS version, a description of what happened and the creation identifier or purchase reference if relevant. A screenshot with private details removed can help. Never send passwords, full payment-card details, API keys or illegal imagery.

2. Creating a video

When does the app ask for AI permission?

Select a photo and style, then choose Create. Before the first submission under the current policy, Danceify explains the Google Cloud safety check and Kie.ai generation and asks for permission. Allow and create confirms it. Closing the request sends no generation; choosing Create again lets you reconsider. The app remembers accepted permission for your account and policy version. You can withdraw it in Profile.

A video is taking longer than expected

Processing depends on the AI provider and safety review. Check the existing job before starting another request. If the app offers Continue in background, you can leave the processing screen while the job continues. Video-ready notifications require notification permission. Contact us with the creation identifier if the status does not update.

My request failed or was rejected

Safety checks can reject a photo, instructions or generated result. Use a clear photo you have permission to animate and follow the content rules in our Terms. Input safety rejections do not use a generation. Later failures may restore the allowance or credit after the backend confirms the failure. Credits return to the same active account; trial or subscription allowance can only be restored within its original allowance period. A lost connection alone does not mean the job failed. Contact us if the balance appears incorrect; do not repeatedly submit the same request.

An older creation is missing

Creations without approval under the current safety controls may not appear in the library. Reinstalling the app or changing devices can also affect access to an anonymous account. Email us with any creation or account reference you have. Restore Purchases checks eligible purchases; it does not restore deleted media or guarantee recovery of an earlier anonymous account.

3. Photo, camera and notification permissions

Gallery opens the system photo picker. Selecting an item gives Danceify access to that photo; you do not need to grant access to your entire library. Camera asks for camera permission when you choose that option. Saving a video can separately ask for permission to add it to Photos. None of these device permissions replaces the separate AI-processing permission.

If camera access or saving is denied, review the relevant permission in iOS Settings for Danceify. Check available device storage if an export fails. Notifications are optional and can be managed in iOS Settings; reminder preferences are also available in the app.

Denying camera permission leaves Gallery available. Canceling the system picker selects no new photo. Denying permission to add to Photos blocks saving there, not watching the result. Denying notifications does not block generation. Reminders are enabled by default after notification permission is granted; turn them off in Profile to stop return-to-app and new-style messages while keeping video-ready alerts. The app does not request microphone, location or contacts access.

4. Saving and sharing

Share prepares a video file and opens the device's sharing options. Choose a destination there. Closing the sharing window does not send the file. Save downloads the video to Photos when permission is granted. An internet connection is needed if the app must fetch the video again.

Exports from the free generation include a Danceify watermark. Creations funded by purchased credits have watermark-free exports. Active Pro access also removes the watermark from exports. Check available storage and try again if preparation fails. Contact us with the app version, device model and any displayed error if sharing still does not open.

A shared or downloaded file is a separate copy. Deleting the creation in Danceify does not remove it from your Photos library or another app. Review AI results and the depicted person's permission before sharing them.

5. Subscriptions, credits and billing

The current offer includes one eligible free generation. Danceify Pro is a weekly subscription with five generations during an eligible free trial and ten per paid subscription week, plus watermark-free exports. Subscription allowance does not roll over. Extra generation credits are sold separately. Confirm the price, allowance, billing period and any trial on the purchase screen and Apple's confirmation sheet.

How do credit packs work?

Open Buy credits in the app to see the available 5, 15 or 40 credit packs and their localized App Store prices. One credit covers one generation request with the settings available in the app. Credit packs are one-time purchases, do not renew automatically and do not require a Pro subscription. The service uses available trial or subscription allowance first, then an eligible free generation, then purchased credits. Purchased credits do not expire; subscription allowance has its own renewal period.

Buying a pack does not grant AI permission or device permissions. Without AI permission you can keep unused credits, but cannot submit a new generation. Withdrawing permission in Profile does not itself delete the credit balance or cancel an Apple subscription.

I paid, but the credits have not appeared

Verification may still be pending. Allow the balance to update and check that you are using the same Danceify account. Do not buy another pack just to resolve the delay. Email us with the transaction reference, product, purchase date and your account reference if available. Do not send full payment-card details. A transaction is credited only once.

How do I cancel or restore a subscription?

On iPhone or iPad, open Settings, tap your name, then Subscriptions, select Danceify and choose Cancel Subscription if available. See Apple's cancellation instructions. Cancel a free or discounted trial at least 24 hours before it ends to avoid renewal. Deleting the app or your Danceify account does not cancel a subscription.

To restore eligible access, use the Apple account that made the purchase and choose Restore Purchases in Danceify. Apple's restore mechanism does not restore consumable credit packs; see Apple's restoration guidance. Your existing credit balance belongs to your Danceify account. Reinstalling or changing devices can lose access to an anonymous account; Restore Purchases does not recreate its balance. Account deletion removes the balance, and a previously credited transaction is not credited again to a new account. Contact us about a missing balance before deleting your account.

How do I request a payment refund?

Apple administers App Store refunds. Submit a request through reportaproblem.apple.com. Restoring an in-app generation allowance is different from refunding a payment. Your applicable consumer rights remain unaffected.

6. Delete an account or request your data

Open Profile and choose Delete Account. This removes your active Firebase account, creation history, generation records, in-app feedback and stored media. Limited security, safety-report and purchase records may remain as explained in the Privacy Policy. It does not automatically delete historical Analytics events or copies held by AI providers.

To delete one creation, use its delete action in My Creations. Contact us if an older upload is unavailable or deletion fails. Uninstalling Danceify does not delete server data. Account deletion removes its remaining in-app balance and does not cancel an Apple subscription.

You can also email a request for access, correction or deletion. Include an account or creation reference if available; we may request proportionate information to verify ownership. Do not send identity documents unless we explain why they are needed. See the Privacy Policy for retention, provider copies and other rights available under applicable law.

7. Report harmful content or a security issue

Use Report an inappropriate result in the result screen menu to flag an AI output and hide it pending review. You may also email us about image misuse, child safety, harassment, infringement or a mistaken moderation decision. You do not need an account to report misuse of your image.

For a security vulnerability, describe the affected feature and steps to reproduce it. Do not access another person's data or disrupt the service. Our Security Practices page explains this reporting channel and the controls used to protect media.