Support

Last updated 14 October 2026

Write to support@pixelfire.ai and a person answers, usually the same day and always within two business days. Below are the questions we are asked most, with the real answer rather than a deflection.

Getting help quickly

If something went wrong with a specific run, tell us roughly when it was and what you were doing. With a time we can read back what happened on our side instead of guessing. Do not send us the photo unless we ask: we never had a copy, and we would rather not start now.

Where are my pictures?

On your own device. The app keeps finished images on your phone, and the web app keeps them in your browser's storage. We never write your photos to our disks, which is the good news and also the catch: if you clear the app's storage, delete the app, or clear your browser data, they are gone and we cannot recover them. Save the ones you care about to Photos as you go. The app asks only for add-only access: saved pictures land in your camera roll like any other app's, and PixelFire cannot read your library at all.

A run failed

You are never charged for an image you did not get. A run counts against your day when it starts and the count is given back automatically when it fails. If you think you have been stopped too early, write to support@pixelfire.ai with a rough time.

I have run out for today

Your allowance starts again every day at midnight UTC, and a plan raises it. If you would rather not wait, a pack of extra generations is a one-off purchase that does not expire and is only drawn on once the day's allowance is gone. A plan bought in the app is managed in your Apple Account settings; a plan bought on the web is managed from your account page. See refunds and cancellation for what happens when you cancel.

Which model should I use?

The one-tap looks pick a sensible model for you. If you are choosing by hand: the Flash models are quick and cheap and good enough for cleanup, and the Pro models are where the difficult jobs (a headshot you will actually use, heavy blur, a badly damaged print) get noticeably better. Running two or three at once on the same photo and keeping the best frame counts as more than one and beats guessing, because the models fail in different ways. Nano Banana 2 Lite takes a single photo and no reference images, so it is not offered when a run has references attached.

I signed in with Apple and hid my email

That works, and it is a good idea. The side effect is that nothing you sign in with anywhere else can be matched to the account automatically, so signing in to the website with Google would open a different, empty account. Open Account in the app and connect a second sign-in; both then open the same account, with the same plan and the same allowance, on the phone and in a browser.

Mail from us never arrives

Check spam first. If you use Hide My Email, Apple's relay will refuse mail from a sender it does not recognise and you will simply never see it; tell us at support@pixelfire.ai from any address and we will look at the sending record for yours.

Deleting your account

In the app: Account, then Delete account. On the web: your account page, then Delete account. It deletes the account, anything you have bought and the history, and it disconnects PixelFire from your Apple ID. It is immediate and it cannot be undone. Deleting the account does not cancel a subscription: cancel first, or Apple will keep billing an account that no longer exists.

Reporting something the model produced

The models sometimes get it wrong, and occasionally get it wrong in a way that is offensive rather than merely bad. Send it to support@pixelfire.ai. We read every one of these, we pass the serious ones to the model provider, and we will put the generation back on your day.

Still stuck

support@pixelfire.ai. Include the platform (iPhone or web) and, on iPhone, the version number from the bottom of Settings inside the app. Timeslice LLC.