Support
Questions, bugs and refund requests all go to one place:
Please include your licence code if you have one, and — for a problem with a specific photograph — the marketplace preset you were using and what you expected to happen.
Common questions
Are my photographs uploaded?
Not by the studio. Cropping, background removal, shadows and the ZIP all run in your own browser tab, and there is no endpoint on our side that accepts a product photograph for them.
AI operations are the exception and they say so on the button: those send the picture to our server and on to the model provider. That is why they sit in a separate section rather than behind a checkbox. They are currently switched off.
The background did not come off. Why?
We only remove backdrops that are plain and evenly lit, because a half-removed product looks worse than an untouched one. If the backdrop is patterned, shadowed or close to the product's own colour, the card tells you so and leaves the photograph alone.
Widening the edge tolerance in the studio helps a little. A genuinely busy backdrop needs the AI cut-out.
The result says my listing might be rejected.
That is the audit doing its job. It measures the finished frame — size, fill ratio, whether the background really is 255,255,255, file size — and reports what does not match the preset you chose. Read the note on the card; it says which number is wrong.
My photograph came out sideways in other tools.
Phone photographs usually store their rotation in EXIF metadata rather than in the pixels, and the plain canvas drawing most web tools use ignores it. We decode with the orientation applied, so a portrait photograph stays portrait.
Can I process a whole catalogue?
Yes. The browser studio has no limit on how many photographs you process and adds no watermark. The practical ceiling is your computer's memory, so we take 60 files at a time and let you go again.
I lost my licence code.
We cannot recover it. We deliberately store no email address against a licence code, which is what lets the privacy page say what it says — but it also means there is nothing to look you up by. Keep the code somewhere safe.
If you still have the Stripe receipt from your purchase, email it to us and we will do what we can.
How do I get a refund?
Email us. Unspent credits can be refunded within 14 days of purchase. Credits already spent on a completed AI operation cannot be refunded, but a failed operation refunds its credit automatically.
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