Support & Data Deletion

Last Updated: September 29, 2026

Need Help?

If you have questions about Reelix, need technical assistance, or want to request that your data be deleted, please reach out directly.

Common Support Topics

  • Best photo results — use a clear, front-facing, well-lit photo with one face and no sunglasses or heavy filters
  • Camera or photo access — allow Camera and Photos access when prompted, or enable it in iOS/Android Settings → Reelix
  • Generation failed or is slow — videos can take a few minutes; you can leave the App and get a notification when it is ready. Failed generations refund their credits automatically
  • Prompt was rejected — prompts involving nudity, minors, violence, or real public figures are not allowed; rephrase and try again (no credits are used)
  • Saving videos and images — allow photo library access so Reelix can save results to your gallery
  • Credits — each template and video shows its credit cost on the create button; Reelix Pro includes credits per plan, and credit packs are available in the App
  • Subscription or Pro features — use Restore Purchases on the paywall or in Settings; manage billing in your App Store or Google Play subscription settings
  • Notifications — enable Allow Notifications in iOS/Android Settings → Reelix if ready alerts are missing
  • Older results — generated results stay available for re-download for up to 30 days; save the ones you want to keep to your gallery

Requesting Data Deletion

In the App

You can delete your data without contacting us:

  1. Open Settings → Delete my data and confirm. This removes all creations, uploaded photos, generation jobs, and consent records from your device and our servers
  2. To remove a single creation, delete it from your Library
  3. Delete the App from your home screen or app drawer to remove local preferences stored on your device

Server-side deletion request

Uploaded photos are deleted automatically right after generation (within 24 hours at most), and generated results within 30 days. If you want anonymous account, credit, analytics, device, or subscription-related records removed from our services:

  1. Send an email to [email protected] with the subject line "Reelix Data Deletion Request".
  2. Include your device model, platform (iOS or Android), and approximate install date.
  3. Describe the data you would like deleted (anonymous account, credits, analytics, crash logs, device records, subscription metadata where applicable).
  4. Allow up to 7 business days for confirmation that your request has been processed.

You will receive a confirmation email once the deletion request has been completed.

What Data Is Deleted

  • Uploaded photos and generated videos and images stored in our cloud
  • Generation jobs, prompts, and consent records tied to your anonymous identifier
  • Anonymous Firebase account, device, and credit records, where applicable
  • Crash reports and analytics events tied to your identifiers
  • Support emails and related correspondence once your request is resolved

Data stored only on your device (your Library and preferences) is removed when you use Delete my data, uninstall Reelix, or clear app data on your device. Videos and images saved to your photo library stay there until you delete them.

What Data May Be Retained

  • Aggregated, anonymized analytics that cannot reasonably be linked to an individual
  • Apple App Store and Google Play transaction records retained by Apple or Google for billing and tax purposes
  • Adapty subscription records required for fraud prevention and accounting, where applicable
  • Log entries evidencing the completion of your deletion request

Additional Support

  • Unexpected or low-quality videos or photo packs
  • Camera, photo library, or save-to-gallery permission issues
  • Credits not updating after a generation, refund, or purchase
  • Reelix Pro paywall or Restore Purchases problems
  • Reporting bugs or crashes with reproduction steps and your OS version
  • Feedback, template ideas, or feature suggestions

Send any of the above through [email protected] and include your platform, device model, and steps to reproduce so we can help quickly.

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