Frequently asked questions
Accounts
Section titled “Accounts”How do I sign in?
Section titled “How do I sign in?”The default login is your username and password. If you have enabled MFA, you will be asked for your passkey or authenticator code after the password step.
I lost access to my MFA method
Section titled “I lost access to my MFA method”Use the recovery option on the login screen. If you cannot recover access, contact support@imaginum.studio. An admin may reset MFA after verifying your identity.
Can I change my username?
Section titled “Can I change my username?”Usernames are permanent. You can change your password, email address and profile details from account settings.
Credits and billing
Section titled “Credits and billing”How do credits work?
Section titled “How do credits work?”Credits are used for generation. The cost depends on the model, resolution, duration and whether you select Extra high quality. The current price is shown in the studio before you generate.
What happens when my trial ends?
Section titled “What happens when my trial ends?”The account remains available in read-only mode for a limited period. To generate again, choose a subscription.
Do unused credits roll over?
Section titled “Do unused credits roll over?”Subscription credits are issued for the current billing period. Purchased credits and admin grants are kept separately. Contact support if you are unsure what is available on your account.
Can I get a refund?
Section titled “Can I get a refund?”Your statutory consumer rights apply. See the terms of service and contact support with the payment details.
Images and video
Section titled “Images and video”Are my images public?
Section titled “Are my images public?”No. Generated images, source images and uploads are private. Only you and audited admin access can view them.
How long can I see my images?
Section titled “How long can I see my images?”Generated images, prompts and source uploads are visible for 30 days. After that the owner receives a not-found response. Files may remain in storage for legal, abuse-handling or backup reasons.
Can I download my results?
Section titled “Can I download my results?”Yes. Use the download action on the image or video. A download may include the visible AI label and provenance metadata.
Why was my prompt refused?
Section titled “Why was my prompt refused?”The service is for safe, non-sexual content. Prompts that appear to request prohibited content may be blocked. See Image use and restrictions.
Does the studio keep my prompt?
Section titled “Does the studio keep my prompt?”The prompt is stored with the generation job so you can review the result and use refine. Retention follows the current privacy policy.
Which video models are available?
Section titled “Which video models are available?”The current public video models are StudioVideo 1 and StudioVideo 2. See Models.
Why is my video shorter than requested?
Section titled “Why is my video shorter than requested?”Video duration is limited by the selected model. The studio shows the allowed range for the current model.