Pickivo Support

Contact us

Email us at the address that fits your question, or use You → Send feedback in the app.

• support@pickivo.app: help with the app, your account, credits and purchases.
• privacy@pickivo.app: privacy questions and requests, withdrawing consent, and help deleting your data.
• legal@pickivo.app: legal notices and questions about our terms.

What to include

• The email address you use to sign in to Pickivo.
• Your phone model and the app version, which is shown at the bottom of You → Settings.
• What you were doing, what happened, and roughly when.
• Any error message you saw.
• For a purchase, the Google Play order number from your Google Play receipt. It starts with GPA.

Never send us sign-in or deletion codes, passwords, payment card numbers or purchase tokens. If you have a problem with a photo or a look, describe it first, and we'll tell you if we need to see an image.

Signing in

You can sign in with Google or with a 6-digit code sent to your email; Pickivo doesn't use passwords.

• Tap Continue with Google or Continue with email. An email code is valid for 10 minutes, and you can ask for a new one after 60 seconds.
• If no code arrives, check your spam and promotions folders and make sure the address is correct. There's a limit on how many codes we send to an address each hour, so if you've asked several times, wait a while before asking again.
• If Google sign-in doesn't finish, check that your Google account is added to your phone and that Google Play services is up to date, then try again.
• If your Google email is the same address you use with email codes, both sign-in methods open the same account.
• You can browse the sample items without signing in. If you add a link or a screenshot before signing in, Pickivo keeps it on your phone and continues with it after you sign in.
• Signing out removes the looks saved in the app on that phone. They stay in your account.

Adding an item

You can add one item at a time from Amazon, from SHEIN, or from a screenshot of any store.

• From the Amazon or SHEIN app: open the item, tap Share, then choose Pickivo. You can also copy the link and tap Paste a link in Pickivo.
• Supported links: amazon.com product links, a.co short links, and SHEIN links shared from the SHEIN app (onelink.shein.com). SHEIN website links aren't supported, so share from the SHEIN app instead.
• Any other store: take a screenshot of the item and tap Upload a screenshot. Choose a clear image of one item, not a collage or a size chart.
• Wrong item, color or picture? Tap Not the right item? Upload a screenshot instead. If the color is wrong, you can also pick the color in the store's app and share the item again.
• Couldn't load the item? Try again, or upload a screenshot. Amazon imports may pause for a while when a daily limit is reached, and the app shows when they'll resume.

You can leave the screen while an item loads. Adding an item doesn't use credits.

Try-ons and results

Pickivo shows an AI preview of one item on your own photo, and you can then add other views, adjust it or compare looks.

• Your photo: get your whole body in the frame from head to toe, stand straight with your arms relaxed, use good light, and make sure you're the only person in the photo. Fitted clothes work best, because what you're wearing affects the result.
• What it replaces: choose Top, Bottoms, Dress or Outerwear. The item replaces that part of your outfit.
• Waiting: you can leave the app while a try-on runs. You can have up to 5 try-ons running or waiting at once, and they run one after another. Turn on notifications to hear when a look is ready.
• Back & side: after a successful front look, tap Back & side. Each view costs 1 credit. These views are predicted and labeled AI guess.
• Adjust: tap Adjust and choose what's off, or describe it. Your first adjustment on each look is free. A color you ask for is the AI's imagination and is labeled AI color.
• Compare: in My Looks, tap Select and pick 2 to 4 looks. Comparing is free.
• A problem with a result: open the look, tap More, then Report this result.

Looks are previews. They can differ from the real item, and they can't tell you your size. Check the retailer's size chart and details before you buy.

If a try-on fails because of a problem on our side, its credit comes back automatically. If the app says it couldn't confirm your try-on, check My Looks before trying again, so that you don't pay twice.

Credits

Each image Pickivo creates costs 1 credit.

• Welcome credits: 2 credits after you accept the two agreements and add your first front photo. They last 7 days.
• Daily free credit: tap Claim today's free try-on to get 1 credit each day. It lasts until the next daily reset at 08:00 UTC, and the app shows when that is where you are.
• Rewarded ads, credit packs and Pickivo Plus: see the sections below.
• Your balance: tap your balance in You to see your credits, what expires next and your history.

The full rules, including the order in which credits are used and when they expire, are in our Terms of Service.

Rewarded ads

You can watch short ads to earn credits, and watching is always optional.

• Watch an ad from the credits panel or the Get credits page. Currently, 2 verified ads earn 1 credit, and you can watch up to 2 ads a day. The app shows your progress.
• After an ad, Google confirms it to us, and the app shows Adding your credit… until then. You don't need to watch the same ad again.
• If the app says no ads are available, try again later.
• If a completed ad still hasn't counted after about an hour, email support@pickivo.app with the time you watched it.

To review the choices Google offers for ads, go to You → Settings → Privacy → Ad privacy choices. Our Privacy Policy explains your other options.

Purchases, Pickivo Plus and refunds

You buy credit packs and Pickivo Plus through Google Play, and Google Play also handles cancellations and refunds.

• Buying: go to You → Get credits. Paid options appear after your first successful look.
• Payment pending: your credits arrive when Google Play confirms the payment. Don't buy again while you wait.
• Paid but no credits: on the Get credits page, tap Restore purchases. It checks your purchases with Google Play again, and it won't charge you or add credits twice.
• Cancel Pickivo Plus: go to You → Pickivo Plus → Manage subscription, or open the Play Store app and tap your profile picture, then Payments & subscriptions → Subscriptions → Pickivo → Cancel subscription. You can also use Google Play subscriptions. Plus stays active until the end of the period you've paid for. Uninstalling the app or signing out doesn't cancel it.
• Payment issue: update your payment method in Google Play. Your remaining Plus credits stay available during Google Play's grace period, and new monthly credits arrive after the payment goes through.
• Refunds: request a refund through Google Play. Refunds follow Google Play's refund policies and applicable law. If you need help, email support@pickivo.app with your Google Play order number.

Notifications

Notifications tell you when a look is ready, and you can turn them on or off at any time.

• To turn them on, tap Notify me while a try-on is in progress, or go to You → Settings → Notifications.
• There are two kinds: Generation results, and Reminders and news. You can turn off either one in Android settings.
• If notifications don't arrive, check that they're turned on for Pickivo and that battery settings aren't restricting the app.

Your data

You can manage your photos, looks and privacy choices in the app, and email us for anything else.

• Photos: in You, tap a photo under Your photos to open My photos. There you can replace or delete a photo, or use Delete all photos. Your looks stay. A photo that a try-on in progress still needs is deleted after that try-on finishes.
• Looks: open a look, tap More, then Delete look. This deletes all of its views and adjustments. Credits spent on it aren't returned.
• AI consent: go to You → Settings → Privacy → AI photo processing to withdraw it. You can still view your looks, and the app will ask again before your next try-on. Withdrawing doesn't delete anything by itself.
• Other privacy requests: to ask for a copy of your data, to correct it, or for anything else, email privacy@pickivo.app from the email address of your account.
• Deleting your account: in the app, go to You → Settings → Privacy → Delete account. Without the app, use pickivo.app/delete-account and confirm with the code we email you. Deletion is permanent, and remaining credits are lost. It doesn't refund purchases. It cancels your Pickivo Plus renewal only if you choose that option when you delete and the cancellation goes through; otherwise, cancel Plus in Google Play to avoid further charges.

Our Privacy Policy explains what each of these does, what we keep and for how long.

Policies

Our policies explain how Pickivo works and how we handle your information.

• Privacy Policy
• Terms of Service