Support
Contact us
Email ifm.genre.app@gmail.com. We aim to reply within 2 business days.
To help us sort it out quickly, include:
- what happened, and roughly when;
- your device model, and whether it is an iPhone or Android phone;
- a screenshot, if you have one;
- for a purchase problem, the order number from your App Store or Google Play receipt;
- if you linked an Apple or Google account, its email address.
Coins and purchases
What are coins?
Coins pay for the cloud AI features: AI script writing, AI voice-overs and story videos. The App shows the price in coins before you start. Everything that runs on your phone is free: gameplay backgrounds, text, the free voice from your phone’s speech engine, and rendering and saving videos.
New accounts start with 0 coins. You get coins by buying a coin pack or with a subscription. Coins have no cash value and cannot be moved to another account.
I bought coins, but my balance did not change
Your balance comes from our servers once Apple or Google confirms the payment. That usually takes a few seconds and occasionally a few minutes.
- Close the App completely and open it again.
- If the coins are still missing after 15 minutes, email us with the order number from your receipt.
Please don’t buy again to fix it. A second purchase is charged separately.
A generation failed. Did I lose my coins?
No. If our servers or an AI provider cannot finish a generation, including when a provider’s safety filter refuses a request, the coins for it are returned to your balance, normally automatically and right away. Reopen the App to see the updated balance. If the coins did not come back, email us with the approximate time and we will restore them.
Coins are not returned once a generation has been delivered, or for problems on your phone afterwards, for example while the App renders a video or downloads stock footage (see section 6 of our Terms of Use).
How do I get a refund?
All payments go through Apple or Google.
- iPhone: Apple handles refunds for App Store purchases. Request one at reportaproblem.apple.com (how it works).
- Android: request a refund from Google Play (Google Play refund policies), or email us with the order number (it starts with GPA.) and we will review your request under Google Play’s policies and applicable law.
If a purchase is refunded, the coins it gave may be removed from your balance.
Subscriptions
What does Pro include?
The subscription screen in the App shows what Pro includes and its price in your currency before you buy, including any coins added each billing period.
How do I cancel my subscription?
Subscriptions are managed by your App Store or Google Play account. Deleting the App or your account does not cancel them.
- iPhone: Settings › your name › Subscriptions › shorty now › Cancel Subscription (Apple’s guide). Cancel at least 24 hours before the current period ends.
- Android: Google Play › profile icon › Payments & subscriptions › Subscriptions › shorty now › Cancel (Google’s guide). Cancel before the renewal date.
You keep Pro until the end of the period you already paid for.
I got a new phone or reinstalled the App
Your coins, saved projects, scripts and AI voice-overs belong to your shorty now account. Videos you rendered are stored only on your phone, so keep them in your photo library before you switch.
- First, sign in with the same Apple or Google account you linked in the App. Your coins and saved work come back with it. If you never linked an account, we may not be able to recover them, so link one before you switch phones.
- Then, if Pro is missing, make sure you are signed in to the same App Store or Google Play account and tap Restore Purchases on the subscription screen. Doing this in the other order can attach your subscription to a new, empty account.
If something is still missing, email us.
AI features
How long does a story video take?
Usually 20 to 60 seconds. Our servers write the scenes, record the voice-over and pick footage for each scene, then the App puts the video together on your phone. You can leave the screen while it is being prepared. If we can’t prepare it, the coins are returned automatically.
The AI script or voice is not what I wanted
AI output is generated automatically and can be inaccurate or off-topic. Try a clearer, more specific topic or story, or pick a different voice. Please check facts before you publish; see our Terms of Use. If you think something is broken, email us and include the topic you used.
Where does the stock footage come from?
Story videos use free stock videos and photos from Pexels and Pixabay, under the Pexels License and the Pixabay Content License. A clip can occasionally become unavailable if its creator removes it. See section 9 of our Terms of Use.
Your account and your data
- To delete your account, follow the steps on the account deletion page.
- To access, correct or erase your personal information, see Your rights in our Privacy Policy, or email us.