Support
Help with Softbox and your account.
Answers to the common questions are below. For anything else write to [email protected]; we usually reply within two working days. There is no phone line.
Write to us
Include the email your account uses, what you were doing in Softbox and what you expected instead. Never send a password.
[email protected]Frequently asked questions
What is a credit, and where can I spend it?
A credit is the unit AI work on our servers is paid in, for example an AI generation in Softbox. You have ONE credit pool per Tincograph account: credits from a plan or pack bought on tincograph.com and ones bought in the Softbox app land in the same pool and work in every Tincograph app. The price in credits is shown on the button before you tap it. Editing, AI masks and everything else that runs on your phone never use credits.
What happens when my credits run out?
AI generation pauses until the next grant or until you add a pack. Nothing is deleted and everything on your phone keeps working. If a refund took back credits you had already spent, your balance can be negative; spending then stays blocked until it is positive again.
How do subscriptions renew?
A plan renews automatically for the same period (weekly, monthly or annual) until you cancel. Cancelling keeps the plan until the end of the period you paid for.
How do I cancel if I bought in the app (Google Play)?
Open Google Play, tap your profile picture, Payments and subscriptions, Subscriptions, choose Tincograph or Softbox and Cancel subscription. Softbox also links there under Settings. Deleting your account does not cancel a Play subscription, so cancel first.
How do I cancel if I bought on tincograph.com?
Sign in to your account page and choose Manage subscription (the Paddle portal), or use the link in any Paddle receipt.
Can I get a refund?
Web purchases (Paddle): any payment is refundable within 14 days. Play purchases are refunded by Google under Google Play's refund policy. Details, including what happens to credits, are in the refund policy.
How do I delete my account and data?
In the app: Profile, Account, Delete account. Without the app: tincograph.com/account-deletion. Deletion happens 14 days after the request (sign in or use the page again to cancel it) and removes your profile, devices, credit records, generations and uploads.
Do AI masks upload my photo?
No. The masking model runs on your phone. It is downloaded once from our CDN as a plain file; no photo and no account id are in that request. A photo leaves your phone only for AI generation or a profile picture, and only when you tap the button.
I cannot sign in or did not get the code.
Check the spam folder and that the address is the one you registered with. Codes are valid for a few minutes and sent from [email protected]. If it still fails, write to [email protected] from that address.
How do I report a generated image?
Open the result, tap the menu and choose Report. It is hidden at once and reviewed by a person.
Or use the form
The form goes to the same support address and opens a ticket.