Most problems with TimeLens are one of five things, and all five are below. If yours is not, write to [email protected] — a person reads it.
Common problems
A generation failed
Nothing was charged. A credit is taken only when a finished result reaches you, so a failure never costs you one — that is enforced on our side, not left to good intentions.
If the app said the photo could not be used, that is the AI model refusing that specific picture, and retrying the same one will fail again. Use a different photo. Clear, well-lit, front-facing pictures of one person work best.
I bought credits and they have not appeared
Credits are added by Apple notifying us of the purchase, which is usually instant and occasionally takes a minute. Reopen the app first. If they are still missing after a few minutes, email us with the date and the pack you bought and we will add them by hand.
I subscribed but the app still asks me to
Tap Restore on the subscription screen. That asks Apple directly what you own and is the correct fix whenever a purchase does not seem to have registered — including after reinstalling or changing device.
How do I cancel?
On your iPhone: Settings → your name → Subscriptions → TimeLens → Cancel. We cannot cancel a subscription for you; Apple does not give us that ability. Deleting the app does not cancel it.
Cancel at least 24 hours before the period ends, or the next one is charged. On the yearly plan, cancelling during the 3-day free trial means you are never charged at all.
I want a refund
All purchases are made through Apple, so refunds are Apple’s to give — we have no way to issue one. Use reportaproblem.apple.com. If something we did caused the problem, tell us as well and we will say so in writing to support your request.
What the plans include
Pro is $3.99 per week or $49.99 per year, with the 3-day free trial on the yearly plan only. It unlocks every effect and includes 50 AI generations each month; unused generations roll over. Credit packs are for the months you want more than that, and credits you buy never expire.
Every new install gets one free generation on its own photo before anything is asked for.
Your photos
The photo you choose is sent to the AI model and is never written to our storage. The result is kept so you can reopen it from your history and is deleted automatically after 30 days. Nothing is used to train any model. The full detail is in the Privacy Policy.
Reach a person
Include your device model, the effect you were using and roughly when it happened. We do not have your name or email unless you write to us, so those details are what let us find the run.
See also the Terms of Use.