Help Center
Unified support for billing, review, complaints, and safety questions.
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Billing, refunds, and order support
@soulpal_disputes · Best for quick order follow-up.
Billing, refunds, and order support
disputes@soulpal.ai · Best for complete billing documentation.
Safety, complaints, and publishing issues
@soulpal_support · Best for urgent reports and status checks.
Safety, complaints, and publishing issues
support@soulpal.ai · Best for appeals, complaints, and rights documentation.
Guides
Creation and image generation
For users who need to understand the generation flow when creating characters, drafting portraits, and requesting character photos in chat.
When text-to-image vs. image-to-image is used
AI drafting on the character creation page uses text-to-image. When generating from an existing character, or when a user asks for a character photo in chat, the system should prefer image-to-image to preserve face and persona consistency.
- Use text-to-image for the first draft to establish the core look.
- Use image-to-image for existing characters to reduce identity drift.
- When a user clearly asks to see a character photo in chat, the model should lean toward triggering character image generation and returning the result.
Best practices after creation
Save characters privately first, verify the profile, portrait, and tone, and only then submit for public review.
- Private characters stay in your personal library.
- Once submitted for publication, the item enters review and cannot be re-submitted unless it is rejected.
- Rejected content can be revised and submitted again.
Publishing, review, and de-listing
For creators who want characters in discovery, and for cases involving review, appeals, and platform de-listing.
Publication review states
Characters typically move through draft, submitted, pending review, approved, rejected, and de-listed states. Admin tools should expose a pending review queue with approve and reject actions.
- After submission, the item should no longer appear as submittable unless it is rejected.
- Once approved, the character should appear in discovery and in the admin character management list.
- When a user-submitted public character is de-listed, it should return to the creator's library instead of being deleted.
What to do if review fails or content is de-listed
Provide provenance, permissions, creative context, and intended use before submitting an appeal through the Help Center.
- Explain whether you want public visibility restored, presentation corrected, or the item kept private only.
- Add cover provenance, permissions, or other rights documentation.
- Review the Content Removal Policy to understand decision boundaries.
Billing, complaints, and policy shortcuts
A quick path to refund, privacy, complaint, and safety governance documents.
What to prepare before requesting a refund
Gather account details, order information, payment proof, and a clear timeline before asking for a refund review.
- For duplicate charges, include the relevant order and payment-side record.
- For service issues, describe the exact feature and the affected timeframe.
- Contact platform support before escalating to a payment dispute.
Which policies to read first
For most users, the Terms of Service, Privacy Policy, Refund Policy, and Complaint Policy cover the most common situations.
- If you publish content, also review moderation, screening, and removal policies.
- For safety concerns, prioritize the Underage Policy and Sex Trafficking Policy.
- The policy center lets you open each document individually.