Help center
Find the essential guidance for account recovery, safety decisions, credits, memberships, and orders.
Email the support team with your Request ID, order ID, and incident time. Never include passwords, recovery codes, API keys, or card data.
Customer support
For product, membership, billing, privacy, or security support, email info@pureoceanmotion.com with a category in the subject. Include the Request ID, order ID, and incident time. We normally acknowledge messages within two business days, but this is a service target rather than a guarantee. Never send passwords, recovery codes, complete API keys, or card data.
Account recovery
Reset with your username and one unused recovery code; email recovery is not used. Recovery revokes all existing sessions.
Login and sessions
Review and revoke other device sessions in settings. Repeated failures trigger throttling and a temporary lock to reduce credential-stuffing risk.
Chat and safety review
Input is reviewed before model use and output is withheld until review passes. Image upload is disabled; safety-withheld requests are not charged.
Reports and appeals
Use the dedicated abuse, copyright, and authenticated appeal forms. Do not copy illegal material into a report.
Credits and orders
Billing shows the balance, orders, ledger, and recent usage. Wait for a verified payment webhook rather than paying again after a delayed return.
Membership and renewal
Membership shows the cycle, next renewal, credit grant, usage discount, and cancellation control. Cancel before renewal to stop future charges while retaining access through the paid period.
Refunds and disputes
Request a refund within 14 calendar days by emailing info@pureoceanmotion.com with the local order ID. Complete requests are acknowledged within 2 business days and reviewed within 5 business days after acknowledgement; approved refunds typically reach the original payment method in another 5–10 business days. Refunds append reversing entries rather than deleting the recharge.