Support

Last updated 24 September 2026
Effective date: 7 September 2026.

Contact sacitemre@evalabs.studio for help with MUVO. Send a short description so we can identify the right next step.

1. What to include

Start with what happened, roughly when it happened, and your app version if known. For an account-specific issue, include your User ID from Account → Account details if available. For a creation problem, include the Support ID shown with that problem if one is displayed. You can contact us even if you cannot access your account or find an identifier. MUVO supports guest accounts; Apple linking is optional and available from Account. Guest access alone does not guarantee recovery after losing the device or app data.

Send only information relevant to the request. Do not email passwords, Apple sign-in tokens, recovery secrets, payment-card numbers, or private media-access links. Do not attach recordings, portraits, full receipts or identity documents unless a necessary, appropriate follow-up has been agreed. We may need proportionate verification before changing or disclosing account information.

2. Purchases, credits and refunds

• Manage or cancel a subscription: open Apple subscription management. Cancel before the renewal date shown by Apple and follow the applicable purchase terms. Deleting MUVO or your account does not cancel renewal.
• Restore membership: select Restore Purchases in MUVO's Account screen using the Apple account associated with the purchase. Restoration does not issue duplicate credits. Restoring to another MUVO account may move membership and future renewals, but not credits already granted to the previous wallet.
• Missing credits or incorrect balance: tell us the approximate purchase time, product or credit quantity, and the User ID of the MUVO account involved. Verification can be delayed; do not buy again merely to retry delivery of the same purchase.
• Request a purchase refund: use Apple's refund request service. Apple determines eligibility under its applicable process. Contact us if you also need help with the MUVO balance or a statutory consumer request.

Credits do not expire while your account remains available. A verified refund or revocation can reclaim associated credits; later grants may first repay credit debt if those credits were already spent. Creator is a recurring credit bundle, not unlimited generation. All generated outputs remain for personal, noncommercial use; noncommercial social sharing is allowed. Paid plans do not grant commercial-use rights. See the purchase terms for details.

3. Creation problems

Reopen the item to check its latest status after reconnecting. A connection error does not necessarily mean creation failed. A confirmed final failure releases the remaining credit reservation for that attempt; completed stages of a larger project can remain charged. Starting a new paid attempt requires you to review and confirm it again.

If a status remains unclear, tell us which action was involved and provide the displayed Support ID if available. Do not send private audio or a portrait in your initial message. Explain the issue in words first.

4. Account deletion and privacy requests

To delete your account, use Account → Account details → Delete Account and confirm. Read the Account Deletion instructions before proceeding, including the separate subscription-cancellation step.

For access, correction, consent withdrawal, objection, or erasure requests, email the address above with the request and relevant account information if available. Previously collected analytics and attribution records are not automatically erased by ordinary account deletion; separate verified support handling is needed. There is currently no in-app analytics toggle, and an email request does not automatically stop collection. See the Privacy Policy for rights and current limitations.

Privacy requests are subject to the response periods required by applicable law; these are distinct from general support response times and from the time needed to erase every stored copy. See the privacy-request time limits. We do not promise a fixed response time for general support inquiries.

5. Content, copyright and likeness concerns

To report suspected infringement, an unauthorized likeness, abusive content, or another rights concern, describe the work or right involved, identify the MUVO content as precisely as you can, and explain your relationship to the affected person or rights holder. Include a way to reply. A public location or a Support ID is useful if available; do not send private access links or unnecessary personal data.

Further information may be needed to assess the report. This contact route does not promise a particular outcome or prevent you from using an applicable statutory complaint or court process.