> Documentation index: https://www.gentoon.ai/llms.txt # Contact support How to reach the GenToon team when you have a question or a problem — where to open the contact form, what to include, and how replies reach you. https://www.gentoon.ai/en/help/support/contact-support · Last updated October 30, 2026 ## Overview If you can’t find an answer in the help center, ask the GenToon team directly through the **Contact Us** form. We reply **to the email address you enter in the form**. Replies don’t arrive as app notifications. ▶ [Contact support](https://www.gentoon.ai/en/learn/contact-support) ## Where to find it - On most pages, there’s a round button with a cat picture in the bottom-right corner. Hover over it and you’ll see **Contact Us**. Some pages, such as the Studio and the community, don’t have it, so open it from another page. - You can also use the **Contact Us** button near the bottom of help center pages. - Or email us at service@gentoon.ai ## Step by step 1. Click the cat button in the bottom-right corner, or the **Contact Us** button near the bottom of a help page, to open the contact form. ![Click the cat button in the bottom-right corner, or the Contact Us button near the bottom of a help page, to open the contact form.](https://pub-6e5feb091fa740fa80f3a5a12a895d23.r2.dev/help-center/shots/en/help-contact-open.f8e7e728.1x.webp) 2. Enter your **Name** and **Email Address**. This is where we’ll reply, so make sure it’s an inbox you can read. 3. Choose an **Inquiry Type**: **General Inquiry**, **Bug Report**, **Feature Request**, **Payment Inquiry**, or **Other**. A **Feature Request** may be posted on the Idea Board if the GenToon team picks it, so leave out personal details. 4. Describe what happened in **Message**, and add screenshots (JPG, PNG, WebP, or GIF) or PDFs under **Attachments** if they help. If your files add up to a large size, the message won’t send, so attach only what’s needed. ![Describe what happened in Message, and add screenshots (JPG, PNG, WebP, or GIF) or PDFs under Attachments if they help. If your files add up to a large size, the message won’t send, so attach only what’s needed.](https://pub-6e5feb091fa740fa80f3a5a12a895d23.r2.dev/help-center/shots/en/help-contact-open.f8e7e728.1x.webp) 5. Click **Send** and you’ll see **Inquiry Submitted**. We’ll reply by email as soon as we’ve looked into it. ![Click Send and you’ll see Inquiry Submitted. We’ll reply by email as soon as we’ve looked into it.](https://pub-6e5feb091fa740fa80f3a5a12a895d23.r2.dev/help-center/shots/en/help-contact-open.f8e7e728.1x.webp) ## What to include for a faster answer - **Billing questions** — the payment date and amount, and how you paid (Korean won, US dollars, or in the app). - **Credit questions** — when credits were taken or didn’t arrive, and how many. A screenshot of that line in your [credit history](https://www.gentoon.ai/en/help/credits-and-billing/credit-history) speeds things up. - **Errors and bugs** — where you were, what you did, what happened, and a screenshot. For the full list, see [What to include in a bug report](https://www.gentoon.ai/en/help/support/bug-report). ## Sending ideas and feedback - To suggest a new feature or improvement, click **GenToon suggestion box** at the top right of the community to go to the [Idea Board](https://www.gentoon.ai/en/community/ideas), then click **Send a suggestion** there (you need to be signed in). Suggestions the GenToon team picks go up on the Idea Board in your own words, with your nickname, for everyone to vote on, even before they’re adopted. You can hide your name, and if we adopt your idea, we’ll send you credits as a thank-you. - You can also send quick feedback with **Feedback** at the bottom left of the Studio. If the GenToon team picks it, it can also go up on the Idea Board. It can’t take files, so send problems that need an answer, such as errors or payments, through the **Contact Us** form. ## Good to know > **Note:** Our reply email is in the language of the page you sent your message from. For messages sent from the app, we match the language you wrote in. > **Note:** If you send many messages in a short time, sending is paused for a while. Please put everything into one message. > **Important:** If you signed up with Apple and chose to hide your email, replies to that address may not be delivered. The app’s contact form fills in that address for you, so enter an address you can read in the email field instead. ## FAQ **I haven’t received a reply.** We reply to the email address you entered in the form. Check your spam and promotions folders, and if you entered the address wrong, contact us again with the correct one. **Can I contact you from the app?** You can contact us from the app too: on the **Profile** tab, tap **Contact us**. To report a problem, choose **Help Desk**. Replies still come by email. **I’d like a refund.** Canceling alone doesn’t request a refund. To ask for a plan refund (withdrawing within 7 days of payment, or an early-cancellation refund on a yearly plan) or a refund on credits bought on the website, open the **Contact Us** form and choose **Payment Inquiry**. If you paid through the App Store or Google Play, request the refund from that store. For the conditions, see [Cancellation and refunds](https://www.gentoon.ai/en/help/credits-and-billing/cancel-and-refund). ## Related articles - [What to include in a bug report](https://www.gentoon.ai/en/help/support/bug-report) - [Usage policy and safety](https://www.gentoon.ai/en/help/support/content-policy) - [Cancellation and refunds](https://www.gentoon.ai/en/help/credits-and-billing/cancel-and-refund) - [Contact support](https://www.gentoon.ai/en/learn/contact-support)