Character Studio · iOS App
Support
This page covers only the Character Studio iOS app and its related services. Website information.
Check the original task before starting another creation. Eligible subscriptions can be restored; Apple manages renewals and refund requests. Export results you want to keep before deleting an account.
1. Create a character story
In the iOS app, choose a role, name a project and select an adult portrait you have permission to use. Request a character image after reviewing the displayed estimate, then review and approve a result. Make the story choices, request an ending scene using the approved character, and optionally create a video from an approved scene. Each new creation can require additional credits. Available templates and estimates are shown in the app.
Local portrait previews and story choices do not mean that AI generation has happened. Generated results require a completed service task. Save or share an available result using the app’s controls; Photos permission may be needed. A presented share sheet does not confirm that sharing finished.
2. A creation is pending or missing
Open Library and check the original task’s status. If the request timed out, is under reconciliation, or its result is unclear, do not submit another paid request or upload a replacement portrait for the same task. Keep the original request identifier. Use the app’s offered status/recovery action; a manual resume of the same request is different from starting a new creation.
Contact support@vivarium-legal.com with the app version, account identifier, task/request identifier, approximate time and non-sensitive status message. In Account, long-press your account ID to copy it. A completed image that fails to load should be retrieved through its existing task rather than generated again.
3. Balances, estimates and results
Check the account balance and the current creation estimate. Image and video requests may have different costs. Subscription credits are allocated for each applicable period and unused credits expire at its end; they do not roll over. One-time pack balances are separate.
If a balance, reserved credit or completed charge looks wrong, keep the original task identifier and contact support for reconciliation. An output you dislike is not automatically a failed job. Please describe the issue in words before sending any private media.
4. Purchases and Restore Purchases
Confirm that the device’s App Store uses the Apple Account that bought the subscription, and that you are using the intended Character Studio account. Open Account → Restore Purchases for eligible active subscriptions. Follow the app’s Apple-linking or account-conflict instructions rather than repeatedly purchasing.
Restore does not recover consumed one-time credit packs, duplicate a subscription’s credit grant, or make one subscription active under multiple account owners. A confirmed restore and a delayed balance refresh can be separate states. If the issue remains, send the product name, app version, non-sensitive restore message and displayed identifiers. Do not email an Apple receipt, signed transaction/JWS or password.
Use Apple subscription instructions to manage or cancel renewal. Use Apple refund requests for App Store refunds, subject to Apple’s process and applicable law. Deleting the app or Character Studio account does not cancel a subscription.
5. Account, deletion and privacy
Before closing an account, export any available results you want to keep and cancel an Apple subscription separately if desired. Open Account → Delete Account. The app clears that account’s local projects and reports if local or service cleanup is pending. Exported files and copies in Photos or other services remain under your control.
Account closure does not mean all server media, archived purchase/account records, logs, backups or provider copies disappear immediately. See the retention and deletion explanation. For access, correction or deletion requests, email support@vivarium-legal.com. We may need limited information to identify the correct account. If the app is unavailable, explain that in your request.
6. Contact support safely
Email support@vivarium-legal.com and include “Character Studio” in the subject. Helpful details include the app version, account or request identifier, the action you attempted and the exact non-sensitive message. We will review requests without promising a fixed response time.
Do not email passwords, verification codes, sign-in tokens, full receipts, card information or private portraits/videos. If media is needed, wait for a verified secure submission method. Privacy questions can use the same address.
Operator: Jolly Bhagat, New Grain Market, Kothi No. 6, Khasra No. 9, Opposite Market Committee, Patiala 147004, Punjab, India.