Write to hello@ilusi.app and a person will answer. There is no ticket system and no bot.
Ilusi opens EPUB, MOBI, AZW3, PDF and plain text. It cannot open copy-protected files — books bought from a store that locks them to its own app. That is a restriction in the file, not something Ilusi can work around, and it will say so rather than fail silently.
A scanned PDF holds photographs of pages rather than text, so there is nothing to reflow or illustrate. Those need OCR software first.
Open the Credits screen and pull to refresh, or tap Restore purchases. Purchases are matched to your account by the store's own record, so nothing is lost — a credit that hasn't appeared yet will appear. If it still hasn't after a few minutes, write to us with the date and the amount and we will find it.
Credits never expire and are only spent on illustrations you have asked for.
Refunds for anything bought in the App Store are handled by Apple, not by us — we never see your payment details and cannot reverse a charge. Request one at reportaproblem.apple.com. On Google Play, use Play's own order history. If Apple or Google asks us to confirm something, we will.
Every plate has a report control on it. Reporting one tells us which passage produced it, so the problem can be fixed rather than guessed at. Pictures are generated by AI from the text of the passage and can be wrong.
Credits screen → Delete my account. It removes your illustrations, the books you prepared for illustration and your credit history from our servers, permanently. Unspent credits are lost and cannot be refunded, so the app says so before it asks you to confirm. The books themselves stay on your device.
Your library stays on your device. When you turn illustration on for a book, its text is sent to an AI provider so the scenes can be planned and drawn — the privacy policy sets out exactly what is sent and when. The converter on this site uploads nothing at all; it runs in your browser.
hello@ilusi.app. Please say which device you are on and what you were doing — it is the difference between a fix and a guess.