Help center

How can we help?

For account, purchase, safety, or generation problems, email support@xiaoyuelabs.com. Include your platform, app version, approximate time of the issue, and generation ID. Never send your password or full payment-card details.

A generation failed

Keep the app connected and refresh My Creations. Confirmed failed paid jobs automatically return their Credits once. If the balance does not update, contact support with the generation ID.

I bought Credits but cannot see them

Make sure you are using the same Apple or Google account and MovoPop account used for purchase. Use Restore Purchases when available. Store confirmation can occasionally be delayed.

Cancel a subscription

Subscriptions are managed by the store where you purchased them. Cancel in your Apple App Store or Google Play subscription settings. Removing the app or deleting a MovoPop account does not cancel billing at the store.

Report unsafe or infringing content

In MovoPop, open the video’s More options → Report this video, choose a reason, and submit it directly to our safety queue. You can also email us with the template or generation identifier and proof of rights where relevant. We prioritize child safety, non-consensual imagery, impersonation, scams, self-harm, and copyright reports.

Delete my account

Open MovoPop and go to Profile → Account & data → Delete account and data, or read the deletion instructions.