Support
Stuck? Tell us.
Need help with the app, your account or a payment? Here's where to reach us and what to include so we can understand the issue.
Before you write
- Check the changelog. Your issue may already be fixed in a newer build.
- Installing on Windows? The download page covers system requirements, the SmartScreen prompt and how to check the SHA256 of your installer.
- Wondering where your data goes? See Privacy.
Where to reach us
| Channel | Use it for | What to include |
|---|---|---|
| support@openpixo.com | App questions, bug reports, account access, payments and refunds. | For app issues, the version and steps to reproduce. For purchases, your account email and the order reference shown in the app. |
There is no guaranteed response time. Share only the information needed to investigate your issue, and review any attachments before sending them.
What to include in a bug report
- OpenPixo version: shown in Settings → About.
- Windows version (for example Windows 11 23H2) and whether you installed the app or are running from source.
- The agent you used (Codex, Claude Code or OpenCode) and its version, plus the model or provider if relevant.
- What you did, what you expected, what happened. A screenshot helps a lot.
- Diagnostics, if we ask for them: Settings → About → Export diagnostics saves recent app logs and machine information as a zip file. Look through it before you send it, and send it by email rather than posting it publicly.
- If a chat run failed, the Copy error diagnostics button on the error gives us the details in one paste.
Order and task reference numbers
A reference number lets us find the exact purchase or job without asking you to describe it.
Generation and media tasks
Every media generation task has a task ID. On the command line, pixo media generate prints it as soon as the task is queued (task <taskId> queued); it's the same ID you pass to pixo media wait. Include it when a generation hangs, fails or produces the wrong file.
Purchases and hosted generation
For a payment or hosted generation question, include:
- For a top-up or subscription: the order reference shown in the app.
- For a hosted generation: the task ID shown with that job in the app.
- The email address of your OpenPixo account.
If a generation fails without a usable result, the credits held for it are returned automatically. You don't need to contact us for that.
Billing, refunds and account deletion
Cancel a subscription anytime through the billing portal. It stays active until the end of the paid month, and your credits remain. Credits, including subscription credits, never expire. See Pricing for plans and top-up packs.
To request a refund, email support@openpixo.com with your account email and the order reference shown in the app. See the refund policy for the 14-day unused-credit conditions and the rule on partial-month refunds.
To delete your account, email the same address from the email registered to it. Deletion is completed within 30 days; payment and credit ledger records are retained for 7 years for tax and accounting obligations. See Privacy for details. The free desktop app and local features work without an account.
Never send us
Your API keys, passwords, sign-in codes or full card numbers. We will never ask for them. If you pasted one somewhere public by mistake, revoke it with the provider right away.