Customer Support

Email support@xmaku.com. Support is offered in English and Hebrew.

Write from the address on your XMAKU account where you can — it lets us find your account without asking you to prove who you are first.

A reply is faster when the first message already has what we need to look something up:

• The email address on your XMAKU account.
• What you expected to happen, and what happened instead.
• For a generation problem: roughly when you started it, and the prompt or settings you used.
• For a billing question: the approximate date and amount of the charge. Please do not send card numbers — we never need them, and we cannot see them.

We answer within two business days. Business days are Sunday to Thursday, Israel time, excluding Israeli public holidays.

Reports of a charge you did not expect, or of credits missing after a completed purchase, are handled ahead of everything else.

• Signing in, and access to your account.
• Generations that failed, produced nothing, or are still running long after they should have finished.
• Credits that were charged but not delivered, or delivered but not charged.
• Purchases, receipts and invoices.
• Deleting your account or the media stored in it.

We cannot recover a generated video after its retention period has passed, and we cannot restore an account you asked us to delete.

Refunds are governed by our Refund Policy. If you were charged in error or think a charge was duplicated, email us within 7 days of the charge so we can review it.

An invoice is issued for every completed purchase and sent to the email address on the account. If one did not arrive, tell us the date and amount and we will send it again.

Reply on the same email thread and say so. We would rather resolve a complaint directly than have you take it to your payment provider, and we will tell you plainly when we cannot do what you have asked and why.