Support and Help

Last updated: October 15, 2026

We're here to help you make reels, understand your credits and sort out billing. This page answers the most common questions and tells you exactly how to reach us.

Showlight AI is for adults 18 and older in the United States. If we learn that an account belongs to someone under 18, we close it.

Contact us

Email: support@showlight.ai

We handle support by email. The phone number in the California notice below is for legal notices only. You can't cancel by phone. Use the app or email instead.

Reports about harmful content, copyright notices, appeals and legal notices go to legal@dailyreels.ai (details below).

To help us fix things faster, please include:

The email address you sign in with.
What you were doing and what happened.
The date and time, if you know it.
A screenshot, if you have one.

Never send us your Google password or your full card number. We will never ask for them.

How fast we reply

We read every message. We aim to send a first reply within 2 business days (Monday to Friday, not counting U.S. federal holidays).

Two kinds of message run on a faster clock that counts every day, including weekends and holidays:

Child safety reports are handled before anything else.
Intimate image removal requests are acted on within 48 hours (see Intimate images shared without consent).

Signing in

You sign in to Showlight AI with your email address and a password, or with Google.

Use the same email address or Google account every time. A different address is a separate account with its own credits.
Forgot your password? Tap Sign in, then Forgot password?, and we'll email you a link to set a new one. No email? Check your spam and promotions folders, then ask for a new link.
Signed up inside Instagram, Facebook or TikTok? Open showlight.ai in your phone's browser and sign in with the same email and password.
Still stuck? Email us from the address you're trying to sign in with.

Someone got into my account

Secure your email inbox or Google account first. Change that password and sign out of other devices there. Then set a new Showlight AI password with Forgot password?
Then email support@showlight.ai from that address with the subject "Account security." We'll sign your Showlight AI account out on every device and check for charges or activity you didn't make.

Plans and billing

How billing works

There are two monthly plans: Starter and Pro. Every plan has the same studio. Pro gives you more credits for each dollar, on its plan credits and its top-ups.
Current prices, monthly credits and monthly render allowances are shown in the pricing section of our home page and in the app before you pay.
Your plan renews automatically every month on your billing date until you cancel. Your billing date is the day of the month you first subscribed. If that's the 29th, 30th or 31st, shorter months renew on their last day.
Your billing period runs from one billing date to the next. Plan & billing shows when yours ends: Renews and the date while your plan is set to renew, or Your plan ends and the date after you cancel.
You get that period's plan credits each time a renewal payment goes through.
Plan credits last until the end of their billing period. Unused plan credits don't roll over. The new period's credits replace them.
Stripe, our payment processor, handles payments. You pay by card, in U.S. dollars. We never see or store your full card number.
Charges show on your card statement as DAILYREELS.AI.
After you subscribe, we email you a confirmation with your plan, price, renewal date and how to cancel.
Prices don't include sales tax. Where tax applies, it's added at checkout and shown before you pay.

Receipts and invoices

Open your account, tap Plan & billing, then Invoices. Stripe's secure billing page opens with every invoice to view or download.

If a price changes

If we raise a plan price, we'll email you at least 10 days, and no more than 30 days, before the new price applies to you. You can cancel before then at no cost.

If we raise how many credits an existing action costs, or shrink your plan's monthly credits or render allowance, we'll tell you ahead of time in the same way. New actions and models show their cost on the button before you confirm.

Change your plan

Open your account: tap the person icon at the top of the screen.
Tap Upgrade, or Plan & billing and then Change plan.
Pick the plan you want.
Tick the box to agree, then tap Upgrade to [plan] or Switch to [plan].

Upgrading starts right away. A new month starts today and your billing date becomes today. You get all of the new plan's monthly credits right away, and they replace the monthly credits you had left on your old plan. Those leftover credits count toward today's payment at 1 cent each: 1,234 unused Starter credits take $12.34 off Pro's first month, so you pay $37.66 today, then $50 a month. Top-up credits stay as they are. The exact amount shows before you pay.

Downgrading starts on your next billing date. Until then you keep your current plan, credits and billing date. Changed your mind? Tap Keep [your plan] plan before the switch date.

Update your card or see past invoices

Open your account and tap Plan & billing.
Tap Payment method to update your card, or Invoices to view or download past invoices.
Stripe's secure billing page opens.

Buying extra credits (top-ups)

While your plan is active, open your account and tap Buy credits. Top-ups cost the same per credit as your plan, and the app shows the exact credits and price before you pay.
Purchased credits don't expire while your account is open. You can still use them after your plan ends. If you delete your account, we refund the ones you haven't used (see Delete your account).
Which credits we use first: plan credits and restored credits come first, starting with whichever expire soonest. Purchased credits are used last.
You can't buy top-ups in roughly the last half hour of your billing period. If your plan is renewing, try again once the new billing period starts.
There's no automatic refill. You only pay for the top-ups you choose.

If a payment fails

If a renewal payment doesn't go through, you won't get new plan credits until it does.
Credits you already have keep working under their normal rules. Plan credits still expire at the end of their billing period.
Once your billing period ends without payment, you can't buy top-ups until the payment goes through. Purchased credits keep working.
If a late payment goes through, you get that period's plan credits. They still expire at the normal end of that billing period, so paying late can leave you fewer days to use them.
To fix it, update your card: Plan & billing, then Payment method.
There's no late fee.

Cancel your plan

You can cancel online at any time, in a few taps. There's no fee to cancel, and you don't have to give a reason.

Cancel in the app

Open your account: tap the person icon at the top of the screen.
Tap Plan & billing.
Tap Cancel plan, then Yes, cancel plan.

When it's done, Showlight AI shows the date your plan ends.

Changed your mind?

Before your plan ends, open Plan & billing and tap Keep my plan. Renewal is back on right away, and you'll be charged on your normal billing date, as before. We email you to confirm.

Cancel by email

Tap Email us to cancel here, or Email us to cancel in Plan & billing. Your email app opens with the message ready. Add your sign-in email if it isn't already there, and send it.

You can also write to support@showlight.ai yourself, with the subject "Cancel my plan." Send it from the address you sign in with. If you write from a different address, we'll ask a quick question to confirm it's your account.

We'll cancel your plan and reply to confirm. If your email reaches us before your plan renews, we treat it as if you had cancelled in the app at that moment. You won't be charged again, and your plan runs to the end of the billing period you already paid for. If a renewal charge goes through after your email arrived, we refund all of it, and you won't owe anything for credits you used from it (see Our billing mistakes).

What happens after you cancel

Your plan stays active until the end of the billing period you've paid for. You won't be charged again.
Your plan credits work until that date. Then they expire.
Purchased credits don't expire while your account is open. You can still use them after your plan ends.
Credits we gave back after a failure follow their own rule (see Credit problems).
You can still buy top-ups until your plan ends. After that, you need a plan to buy more.
The 10 included Writing help results a day stop when your plan ends. Purchased credits can still pay for writing.
There's no partial refund for the rest of the billing period.
Your saved videos and projects stay in your library, and you can still download them, for 12 months after your plan ends. We email you at least 30 days before we delete them.
We email you to confirm the cancellation and the date your plan ends.

Coming back

After your plan ends, open Plan & billing and choose a plan. Your purchased credits will still be there.

Credit problems

Something failed. Did I lose credits?

No, not when something fails. If a video, image, voice take, music track or caption job fails, the AI model refuses it, or the result fails our automatic checks (for example, an empty or unreadable file), we give the credits back automatically. You'll see it in Credit activity, for example as "Failed image restored."

A result that finished but isn't what you wanted is still charged (see I don't like the result).

If we block a request before it starts, you aren't charged at all.
If the credits came from plan credits and that billing period hasn't ended yet, they go back to your plan credits.
If the billing period those credits came from has ended by the time we give them back, they last 7 days from the day we restore them. Use them within a week.
If the credits came from a top-up, they go back to your purchased credits.

Why was my request blocked?

Some requests can't be made, for example ones that break our Terms or an AI model's rules. If we block a request, you aren't charged. Think it was a mistake? Email support@showlight.ai with the subject "Blocked by mistake." Include what you typed and a screenshot, if you have one.

My credits say "reserved"

When you start something, we set its credits aside until it finishes. Reserved credits aren't spent yet.

Sometimes it's unclear whether a job finished, for example if a connection dropped. Then we keep its credits reserved while we check. We never charge twice for one job, and we never retry it for you without asking.

If a job isn't done within about 30 minutes, it stops on its own. If we can still save the result, you get it. If not, your credits come back automatically. If credits ever stay reserved longer than an hour, email us with the time and what you were making, and we'll fix it.

I don't like the result

You're charged for each new result, even when it isn't what you hoped for, because the AI work has already been done. Trying again (a re-roll) is a new charge. That's why every button shows its exact cost before you confirm.

Why did writing help or an idea cost credits?

Your plan includes 10 Writing help results a day, shared between text ideas and VoiceOver writing. Only finished results count. After 10, a text idea costs 1 credit and VoiceOver writing costs 2.

The count resets every day at midnight UTC. During daylight saving time, that's 8 p.m. Eastern, 7 p.m. Central, 6 p.m. Mountain and 5 p.m. Pacific. In winter it's one hour earlier.

You need an active plan to get the 10 a day. Without one, writing help costs credits, and if your plan has ended or a payment failed, that lasts until your plan is active again.

What counts toward my render allowance?

Each plan includes a number of finished renders every billing period. You can see yours in your account under Renders this month. A render is adding captions, a voiceover or a music layer, or making a finished reel file.

Joining clips and downloading the same finished reel again don't count.
A render that fails doesn't count.
Past the allowance, a render costs 2 credits, shown before you confirm.
The allowance resets on your billing date and doesn't roll over.

Did a double tap charge me twice?

No. Tapping twice, reloading the page or losing your connection won't charge you twice for the same job.

Where can I see what I spent?

Open your account and tap Credit activity. It shows your 10 most recent entries: spending, monthly credits, top-ups and restored credits. A restored job shows as, for example, "Image failed · credits returned." Need something older? Email us.

If we pause new work

Sometimes we may pause new videos and other new work for everyone, for example during a provider outage. Your existing work and downloads stay available, and new requests aren't charged while the pause is on.

If a pause lasts more than 24 hours in a row, we give back, as make-up credits, the plan credits that expired during the pause.

Can I cash out or give away credits?

No. Credits have no cash value. They can't be sold, transferred or exchanged for money, except where the law requires it.

Refunds and billing mistakes

When we refund money

You were charged twice for the same thing.
You were charged by mistake, for example a renewal after you cancelled in time, or the wrong amount.
You delete your account, or we close it without cause or shut down: we refund purchased credits you haven't used.
The law requires a refund.

We don't give cash refunds because a result wasn't what you wanted, for unused plan credits, or for the unused part of a billing period. Failed jobs get their credits back. Most come back automatically, and a few need a check by us first (see Credit problems).

How to ask

Email support@showlight.ai from the address you sign in with. Use the subject "Billing problem." Tell us the date and amount of the charge. Please don't send your card number. We can find the payment from your account.

Our billing mistakes

When the mistake is ours (a duplicate charge, a renewal after you cancelled in time, or the wrong amount):

For a duplicate charge or a renewal after you cancelled, we refund the whole charge.
For a wrong amount, we refund the difference, and you keep your credits.
We remove only the credits from that charge that you haven't used. We never leave you owing credits because of our mistake.
The refund goes back to the card you paid with. Refunds can't go to a different card or account. Your bank usually shows it within 5 to 10 business days.
Your existing videos and downloads stay available.

Bank disputes (chargebacks)

Please email us first. We can usually fix a billing mistake faster than a bank can. You always have the right to dispute a charge with your bank.

If the bank decides in your favor, we remove the credits that came with that payment. If some were already spent, your balance goes below zero, and new spending pauses until it's back above zero. That includes purchased credits and the daily included writing. Your existing videos and downloads stay available. To bring your balance back up, choose a plan, or buy a top-up while your plan is active.

Your rights

Nothing on this page limits any rights you have under the law where you live.

Delete your account

Open your account page and tap Delete account. We email you a link. Tap it and confirm, and your account is deleted. You can also email us. Here's how it works.

Before you ask

Download any videos you want to keep. After deletion we can't get them back.
Cancel your plan so you aren't charged again (see Cancel your plan). If it's still active when we handle your request, we'll cancel it for you. If your plan renews after we receive your request, we refund that renewal.
Credits: plan credits end. We refund the purchased credits you haven't used, to the card you paid with.

How to ask

Email support@showlight.ai from the address you sign in with. Use the subject "Delete my account."

If you can't use that address, tell us, and we'll find another way to confirm the account is yours. We need to be sure before we delete anything.

We'll reply to confirm your request, finish within 30 days of your confirmation, and email you when it's done.

What we delete

We delete your account and sign-in, and everything you made and saved in Showlight AI: videos, images, photos you uploaded, voice takes, saved voices, music, captions, ideas, channels, projects and post text.

What we keep, and why

Payment and credit records. This means what you bought, when, and your credit activity. We need these for taxes, accounting and fraud prevention.
A short record of each thing you made. This is the type, model, length and credits, without your prompts or results. It keeps our cost records correct and stops the same paid job from running twice.
Saved copies of AI-written text in our private cost records. This includes ideas, scripts and post text.
Stripe's records. Stripe keeps its own payment records under its own privacy policy.
A record of the deletion. Your email address and when you asked, so we can show we did what you asked.
Welcome gift record. Your email address in a standard form, so the same inbox can't get a second welcome gift.
Sign-in logs kept by our sign-in provider for a limited time.
Copies at our providers. The AI and cloud companies that helped make your content may keep copies of requests and results for a period each company sets. Some keep them longer, for example when a request is flagged for a safety review. Our Privacy Policy lists these companies and what we know about how long they keep things.
Recovery copies. Deleted files may stay for a short time in our storage provider's recovery system before they're gone for good.
Your own device. Your browser may still hold an unsaved draft. To remove it, clear this site's data in your browser settings.

Deleting single items

You can delete clips, projects, channels, ideas and photos you uploaded yourself in the app. Deleting a channel doesn't delete the videos, images or voices in it. If a clip is used in a project, delete the project first and then the clip. To delete an AI-made image, a voice take or a saved voice, email us.

If the video is posted on another site, send your notice to that site too. We can only remove what we store.

Designated copyright agent

Our full Copyright Policy explains the process.

What your notice must include

U.S. copyright law (17 U.S.C. 512(c)(3)) requires:

Your physical or electronic signature, or that of someone authorized to act for the copyright owner.
The copyrighted work you believe was infringed. If there are several, a representative list is fine.
The material you believe infringes, with enough detail for us to find it: a link or a clear description.
Your contact information: name, mailing address, phone number, and email if you have one.
A statement that you believe in good faith the use isn't authorized by the copyright owner, its agent or the law.
A statement that the information in your notice is accurate. It must also say, under penalty of perjury, that you're the copyright owner or authorized to act for them.

We may send a copy of your notice, including your contact details, to the person whose content you reported.

Please be accurate. Under 17 U.S.C. 512(f), anyone who knowingly misrepresents that material infringes, or that it was removed by mistake, can be liable for damages, including costs and attorneys' fees.

Counter-notices

Did we remove your content because of a copyright notice, and you believe that was a mistake or a misidentification? You can send a counter-notice to the agent above. It must include:

Your physical or electronic signature.
What was removed and where it appeared before it was removed.
A statement, under penalty of perjury, that you believe in good faith it was removed by mistake or misidentification.
Your name, address and phone number.
A statement that you consent to the jurisdiction of the federal district court for the judicial district where your address is, or, if your address is outside the U.S., any judicial district where we can be found. It must also say you'll accept service of process from the person who sent the original notice, or from their agent.

When we get a valid counter-notice, we'll send a copy to the person who sent the original notice. We'll tell them we'll restore the material in 10 business days. We'll then restore it 10 to 14 business days after we received your counter-notice, unless they first tell us they've filed a court action about it.

Repeat infringers

We close the accounts of people who repeatedly infringe copyrights, as our Copyright Policy explains.

Trademarks and other rights

For trademark or other intellectual property concerns that aren't about copyright, email legal@dailyreels.ai.

Accessibility

We want Showlight AI and these pages to work for everyone. Is something hard to use with a screen reader, keyboard, zoom or other assistive technology? Email support@showlight.ai with the subject "Accessibility." Tell us what you were trying to do. We'll help you get it done, and we'll fix the problem where we can. We can also email you the information on this page as plain text.

For California customers

California law (Civil Code 1789.3) asks us to share the following:

Service provider: DailyReels LLC, 784 S Clearwater Loop, Ste R, Post Falls, ID 83854, (208) 274-3571.
Charges: current plan and top-up prices are shown on our home page and in the app before you pay.
Complaints: email support@showlight.ai. You may also contact the Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs. Write to 1625 North Market Blvd., Suite N 112, Sacramento, CA 95834, or call (800) 952-5210 (TTY: 711 or 1-800-735-2929).

Terms, privacy and who we are

Showlight AI is operated by DailyReels LLC, an Idaho limited liability company.
Mailing address: 784 S Clearwater Loop, Ste R, Post Falls, ID 83854
Legal notices: legal@dailyreels.ai

If we can't fix a problem

Please email us first. Most problems can be fixed quickly that way.

Our Terms are governed by the laws of the State of Idaho. The Terms explain how any dispute is handled.

This page is a plain-language guide. If it ever differs from our Terms, the Terms apply.

Support and Help

Jump to

Contact us

How fast we reply

Signing in

Someone got into my account

Plans and billing

How billing works

Receipts and invoices

If a price changes

Change your plan

Update your card or see past invoices

Buying extra credits (top-ups)

If a payment fails

Cancel your plan

Cancel in the app

Changed your mind?

Cancel by email

What happens after you cancel

Coming back

Credit problems

Something failed. Did I lose credits?

Why was my request blocked?

My credits say "reserved"

I don't like the result

Why did writing help or an idea cost credits?

What counts toward my render allowance?

Did a double tap charge me twice?

Where can I see what I spent?

If we pause new work

Can I cash out or give away credits?

Refunds and billing mistakes

When we refund money

How to ask

Our billing mistakes

Bank disputes (chargebacks)

Your rights

Delete your account

Before you ask

How to ask

What we delete

What we keep, and why

Deleting single items

Other privacy questions

Report abuse or misuse

Sexual content involving a minor

Intimate images shared without consent

Someone used your face, voice or name

Other harmful content or behavior

What happens after you report

If we remove your content or close your account

Copyright (DMCA) notices

Designated copyright agent

What your notice must include

Counter-notices

Repeat infringers

Trademarks and other rights

Accessibility

For California customers

Terms, privacy and who we are

If we can't fix a problem