Account, Billing, and Creator Problems

This page helps identify the right recovery path. Follow the linked guides for the complete workflow.

Sign-in or account data does not load

1. Wait briefly if the sign-in screen is still loading.
2. Confirm that you used the intended sign-in method and account.
3. Refresh the page once.
4. Sign out and sign in again if the problem continues.
5. Check whether other ImagiPortal pages load normally.

If you suspect unauthorized access, contact Support instead of continuing to use the account.

Subscription is not shown after checkout

• Open the profile or subscription area and refresh the status
• Confirm that checkout completed successfully
• Check the email and account used for the purchase
• Do not repeat the checkout unless the first payment clearly failed

If payment completed but access does not update, contact Support with the approximate time, plan, account email, and any purchase reference shown on your receipt. Do not send full payment-card details.

PORTI balance does not update

Refresh the profile or wallet and review recent account activities. Confirm that the purchase or earning event completed before repeating it.

Marketplace purchases and paid generations can fail when the balance is too low. The app shows the current requirement and shortfall when available.

Read Plans and Subscriptions for billing and access details.

Referral gift or Pro Days are not shown

First, open Your referrals on the website or Profile, then Referrals, in the iPhone or iPad app. Check the status shown for the invitation.

Remember:

• The referral welcome package is only for an eligible new account
• The new account must be verified and claim the package within 72 hours after it is created
• On the website, the seven-day Pro trial starts only after the invited user chooses to start it; the iPhone and iPad app shows its own trial offer
• The person who sent the invitation earns Pro Days only after the invited friend makes their first paid Pro, Max, or Ultimate subscription payment
• A reward may appear as pending while the payment and referral are reviewed
• For a character referral, the shared character must remain public until the package is claimed

Refresh the referral dashboard after the Pro-or-higher payment is confirmed. If the status still looks wrong, contact Support without sharing full payment-card details. Read Invite Friends and Earn Pro Days for all referral benefits and eligibility rules.

Feature remains unavailable

The cause can include:

• The feature requires a subscription or PORTI
• The selected model is not available to the account
• A fair-use or rate limit has been reached
• The account status has not refreshed
• The service is temporarily unavailable

Follow the access message shown in the app and check the Pricing page for current limits and requirements.

Character cannot be submitted for review

Before publication, confirm that:

• The character is private and owned by you
• Its required profile and visual information are complete
• It has an active saved voice
• It follows the public content rules
• No earlier review is still pending

While review is pending, editing and visual regeneration are temporarily locked.

If the character is rejected, read the review feedback, update the private character, and submit it again. See Public and Private AI Characters.

Public character cannot be edited

An approved public character is read-only for its creator. Unpublish it, make the changes privately, and submit it for review again.

Unpublishing also removes an active marketplace listing. It does not erase a completed DATA Network IP record.

Marketplace action is blocked

Check that:

• The character is public
• The seller is the current owner
• The character is not already actively listed
• The buyer has enough PORTI
• The buyer and seller are different accounts
• IP registration has not been requested or completed

A character cannot currently be sold after IP registration has been requested or completed. Read Marketplace.

Account deletion fails

Make sure you are signed in and try the Profile Danger Zone control once more. If the error continues, contact Support and include the exact message.

Deleting the app from a device does not delete the account. Read Privacy Controls and Account Deletion for the effect of account deletion and formal data requests.