Start with the topic below. For an account or purchase problem, contact us with the error message and your app version. Keep private stories and photos out of your support message.
Get in touch
Tell us what you were trying to do, what happened, your device model, and your app version. An error message or redacted screenshot is helpful.
Please do not send passwords, payment-card details, API keys, or a child's private photos or story. We will ask for a request or transaction identifier if it is needed.
Operated by Mystoria Inc.
Email support@my-storia.com for support, privacy questions, or a data request.
Subscriptions and purchases
I paid, but Plus is not available.
Check your internet connection and sign in to the Mystoria account you used for the purchase. Open Settings → Mystoria Plus and choose Restore purchases. If Apple is still awaiting purchase approval, wait for that process to finish. Avoid purchasing again while confirmation is pending.
How do I cancel or request a refund?
Manage renewal in Apple's subscription settings. Canceling renewal normally keeps access until the paid period ends. Refund requests are handled by Apple. Deleting Mystoria or your account does not cancel your subscription.
Can I restore my stories on a different device?
Sign in to the same Mystoria account and turn on Cloud sync in Settings on both devices. Keep Mystoria open until the original device finishes syncing. Enable Include reading history and My world on each device if you also want reading positions, notes and reusable photos or cutouts. Restore purchases verifies subscription access; it is separate from story sync.
Stories, pictures, and allowances
A generation stopped or timed out.
Reconnect and retry the unchanged request using the app's recovery action where offered. A request already sent to the provider may remain reserved while its outcome is checked. Recovery of a completed server result is available for up to 24 hours. Contact us if it remains unresolved; include the error and request identifier if shown.
How do I control what is sent to OpenAI?
Before a new cloud AI request, Mystoria asks for permission for this account on this device. Choose Allow OpenAI processing to continue, or Not now to keep using saved stories, manual editing, your own pictures and supported on-device writing. Plus and cloud sync do not change this choice.
To turn permission off, open Settings → Cloud AI & privacy. This stops new OpenAI requests but cannot undo content already sent. The app can still check for an available result from a previously sent request without starting a new generation. If recovery finds no result, it will not silently create another one while permission is off.
Why did one story use more than one credit?
Allowances count requests. A story draft and separate illustration plan use text requests, while each generated or regenerated picture uses a picture request. Editing locally, reading, and reusing an image for the cover do not use those allowances. See the allowance details.
A character looks different on another page.
Review the story and its character details, then regenerate the affected picture if you choose. Regeneration uses picture allowance. You can also use your own photo or cutout locally. Image consistency is not guaranteed.
Will syncing a story publish it to the community?
No. Account sync is private. Publishing a community template is a separate action that uploads the public copy you review, including any pictures you choose to include. It becomes available in Discover after the basic text checks. File exports go to the destination you select. Review personal details before sharing; downloaded copies cannot reliably be recalled.
The on-device model will not download or run.
Check your connection and available storage. On-device generation is only available on supported devices and needs a model download first. You can continue reading or editing saved stories without downloading the model.
Your account and data
How do I delete my account?
Export anything you want to keep, then open Settings → Account → Delete account in Mystoria and choose Schedule account deletion. If you use Sign in with Apple, Apple asks for a fresh confirmation when you schedule the request.
Nothing is deleted immediately. The server sets a deadline at least 168 hours (7 × 24 hours) after accepting your request. The app shows the date and time in your device's time zone. Your account stays available until deletion begins automatically on or after that deadline.
Can I cancel a deletion request?
Yes. Open Settings → Account → Delete account and choose Cancel deletion before deletion starts. Signing in or using Mystoria does not cancel the request. Cancellation is available until the server begins deletion, even if the displayed deadline has passed. Wait for the app to confirm cancellation; if the connection fails, refresh the status and try again.
Once deletion starts, it cannot be canceled. For Apple sign-in accounts, Mystoria retains an encrypted revocation token for the pending request and removes it when the request is canceled or completed.
What if deletion or local removal is interrupted?
Refresh the request status in Mystoria. The server retries interrupted media cleanup before completing account deletion. If an earlier upload's outcome cannot be confirmed, deletion can remain in progress while support investigates; contact us if it stays unresolved. You do not need to submit a second deletion request.
Your saved data on the current device is kept until the server confirms that the online account has been deleted. If that confirmation arrives but local removal is interrupted, choose Finish removing local data.
Deleting your account does not cancel an Apple subscription. Manage or cancel it in Apple's subscription settings before deletion begins.
Account deletion removes your account-linked records and published templates after confirming removal of cloud media that can be verified as belonging to your account. It does not recall offline device copies, exports, backups or independent copies kept by others. Historical research data or older files without a reliable account-ownership link need separate investigation. General cleanup of unused media remains separate and is not currently enabled. Read the Privacy Policy's media-removal scope and retention details.
For data-access or deletion questions, contact us using the details above. Do not include a password or private story in your message.