Help Center

Frequently asked questions

Answers to the questions people ask most about Ithren. Prices, amounts and rules shown in the app always take precedence; if this page and the Terms of Service differ, the Terms of Service apply.

How are credits charged?

• Credits pay for AI replies, scene illustrations and other features in Ithren.
• Chat is charged per message: each reply from a character costs a fixed price that depends on the tier of the selected model (Standard, Advanced or Flagship). The chat screen and Me › Settings › Billing show the price as "X credits per message". Continuing the story and regenerating a reply each count as one message.
• Other features are charged per use: scene illustrations, scene videos, voice playback, AI-generated portraits or covers, AI character drafting and so on cost a set price each time, shown before you use them.
• Failed or blocked replies are free. When you send a message we hold the maximum it could cost, settle the actual cost when the reply finishes, and return the rest right away.
• Every credit earned and spent is listed in Wallet › Balance history.
• Credits have no cash value and cannot be cashed out or transferred.

What is the difference between permanent and limited-time credits? Which are spent first?

• Permanent credits never expire: everything from top-ups (including tier bonuses and the extra from the first-purchase double), credits from memberships, and credits exchanged from Coins.
• Limited-time credits expire, and unused ones are forfeited when they do: gifts unrelated to a purchase, such as the sign-up gift, daily check-in, new-user rewards, invite rewards and featured-illustration rewards.
• Limited-time credits are spent first (soonest to expire first), then permanent credits. The wallet shows the current spending order, and every entry in your balance history is marked "Permanent" or "Limited · expiry date".
• If credits seem to be missing, look in your balance history for expired gifts, refund reversals or holds on pending replies. If it still doesn't add up, tell us roughly when and how much in Feedback in the app.

How do I buy credits? What is the first-purchase double?

• Credits are available only as in-app purchases through the App Store or Google Play. The store's checkout shows the final price.
• First-purchase double: on tiers marked "First purchase doubled", the first purchase on each account doubles the base credits, and the tier bonus is still added. Accounts that have had a refund are not eligible.
• Within 7 days of signing up you may see a one-time "New member" offer; those credits are permanent too.
• If you paid but nothing arrived, pull down to refresh the wallet or tap Restore purchases. Delivery can occasionally take a few minutes.

How do memberships and daily claims work?

• When a membership starts and each time it renews, a set of credits is added right away; yearly memberships add their instant credits monthly.
• While your membership is active you can claim credits once a day in the app. Unclaimed daily credits are forfeited at the end of the day and do not accumulate.
• Messages and features cost the same for members and non-members. A membership's value is the extra credits each period, plus any other benefits listed on the subscription page.
• Memberships renew automatically until you cancel. Manage and cancel them in your App Store or Google Play account settings; cancellation takes effect at the end of the current period. Deleting your Ithren account does not cancel a subscription.

Can I get a refund? Why do I have a debt and paused features?

• All purchases are processed by Apple or Google, so please request refunds from the store; we cannot refund store purchases for you:
• App Store: sign in at Apple's Report a Problem page and choose the purchase. See Apple Support: Request a refund.
• Google Play: follow Google Play's refund help from your order history.
• If a purchase is refunded, all credits it delivered are taken back, including tier bonuses, the extra from the first-purchase double, and that period's instant and claimed daily membership credits. Any shortfall becomes a debt on your account.
• While you have a debt, features that cost credits (chat, scene illustrations, videos, voice playback, AI generation) are paused. Restoring purchases and managing subscriptions still work.
• Your next purchase of any kind (including renewals and daily claims) pays off the debt first. Once it is cleared, everything works again automatically; you don't need to contact us.
• If you think the debt is wrong (for example, the refund didn't actually go through), tell us in Feedback in the app and include the store order number.

How do I delete my account?

• In the app, go to Me › Settings › Delete account, read the notice and confirm.
• Your account enters a 30-day cooling-off period, and signing in again during that time cancels the deletion. After that it is deleted for good; remaining credits (including purchased credits) are forfeited, and unexchanged Coins are handled under the Terms of Service.
• Deleting your account does not cancel a store subscription, so cancel it in the App Store or Google Play first.
• If you can no longer sign in, email us. Full details: Delete account.

How do I report something? What if I disagree with a decision?

• Tap "···" on a character page or at the top of a chat to report a character or report or block its creator. Tap "···" on an AI reply to report that reply. For shared illustrations and videos, open the full view and tap Report.
• Every report is reviewed within 48 hours, and you'll get the result as an in-app notification. Follow your reports in Settings › My reports. Reports are confidential.
• If a character you created is returned or removed, you can appeal from My characters. We reply within 7 days, and the result arrives as an in-app notification.
• To dispute any other decision, email us and we'll take another look. See the Community Guidelines.

Am I talking to a real person?

• No. Every character on Ithren is played by AI, and replies are not written by people. Each conversation says so at the top, and the app reminds you again at least every 3 hours while you keep chatting.
• If your messages show signs of suicidal thoughts or self-harm, the app shows a support notice with crisis lines. If you are in danger, call your local emergency number now.
• See Safety and Crisis Response.

What is the Contracted Creator program?

• When your character is used with paid credits, you earn 10% of that spend as Coins. Each month there is also a popularity pool, shared among outstanding creators by popularity. Contracted creators can also cash out their Coins monthly. (Bonus or free credits do not earn a share.)
• The program is invitation-only. Each month we invite a small number of creators whose Coins last month met the threshold and who have no recent violations. Invited creators accept the Contracted Creator Agreement in the app and apply; it takes effect once approved. Meeting the threshold does not guarantee an invitation.
• Contracted creators currently settle Coins that became available the previous month as in-app rewards (such as membership or permanent credits), with a monthly cap. Earnings are not guaranteed.
• See the Contracted Creator Agreement.

How do I contact you?

• Feedback in the app (recommended): Me › Settings › Help & contact › Feedback. Our replies arrive in your in-app notifications.
• Email: [email protected]. Please include your Ithren nickname and how you sign in (Apple or Google). We usually reply within 7 days.
• Refunds are handled by the App Store or Google Play, and account deletion is done in the app; we can't do either for you by email.