ShinyReel Support

We can help with accounts, purchases, credits, generation tasks and privacy requests.

Email us

We normally reply within five business days. ShinyReel is operated by 嘉兴十一科技有限公司 (Jiaxing Eleven Technology Co., Ltd.).

What to include

The email address on your ShinyReel account.
When the problem happened and which feature you were using.
The exact error message, and the task ID if a generation failed.
For a billing question: the order number, date and amount.

Please do not send verification codes, passwords, full card numbers or complete payment credentials by email. We will never ask you for them.

Purchases made on this website

Payments here are processed by Paddle acting as merchant of record, so Paddle's name may appear on your card or bank statement. Website purchases are one-time payments for the credit pack or access period you chose — they do not renew automatically, and there is no subscription to cancel.

For refunds, see the Refund Policy. You can email us, or use Paddle buyer support for a payment Paddle processed.

Purchases made in the mobile apps

Purchases made in the ShinyReel iOS app are handled by Apple. Manage or cancel them under Settings → Apple ID → Subscriptions on your iPhone, and request refunds through Apple. Purchases made through Google Play are handled by Google under its own rules.

Credits and failed generations

The credit cost of a job is shown before you submit it, and credits are deducted when the job starts. If a job fails because of a system or provider error, its credits are normally returned to your balance automatically. If a failed job was not refunded, send us the task ID and we will check it.

Account and data requests

You can delete your account and its data from within the app. For access, export or other data requests, email us from the address on the account. See the Privacy Policy for what we hold and how long we keep it.