Stio support

Email support@stio.ai with the product name, account email if one is attached, job or asset id if available, device platform, and a short description of the issue.

We aim to review standard support requests within two business days; this is a response target rather than a guaranteed service level. Billing, account access, safety reports, and data deletion requests are prioritized when enough account or session context is included.

Signed-in users can request an export or start deletion from the account page at stio.ai/account or from native account settings. Web deletion uses a verified email code; native deletion requires signing in again and confirming the affected account. Deleting a Creator account removes its data and access across Web, Photo App and Music App. Listen accounts are separate. Assisted requests can be sent to support@stio.ai with the product name and account email. Anonymous Listen playback progress stays on the device and does not create a server account.

For subscription or credit questions, include the product name, payment or store platform, transaction id when available, plan, and approximate purchase time. Web studio credits are shared across Photo, Video, Music and MV. Photo App and Music App purchases stay in their respective wallets.

Web customers can manage payment methods, invoices, plan changes, and cancellation through Stripe Billing Portal from the product account page.

Web, Photo and Music share a private Creator library when using the same supported provider and verified identity. The three purchase wallets remain separate. Web currently supports Google; different providers are not linked by email. Listen remains independent.

If a provider submission or delivery is interrupted, a creation may show “Needs review.” Its credits remain reserved until the provider outcome is reconciled. Send support the creation ID from its details. Do not submit repeated copies of the same task.

Cancellation is complete only when the generation service confirms it. MV projects cannot be cancelled after submission. Completed media is saved to your private library before credits are charged. Use Download to keep a local copy.