Contact support
Write to us — we'll reply to your email.
Support answers by email: accounts, payments, balance, generations and technical failures. We usually reply within one working day. To sort things out faster, include your Telegram ID or the email you signed up with in your message — that way we find the account straight away.
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Velvary →Frequently asked questions
A photo or video didn't arrive +
Check your balance first: a photo costs 14💎 and a video 100💎. You're only charged after a generation succeeds, so failed attempts cost nothing. If you had enough crystals and still got nothing, write to us with the approximate time and the companion's name.
Crystals were deducted but nothing was generated +
That happens when a generation fails after the balance check but before delivery. Send us the date, the time and what you tapped — we'll check the generation log.
Can I move my chats from another service? +
Only the text moves: export the conversation and paste it into your first message to a new companion — they'll pick it up. Photos, videos and another service's memory don't transfer. The full breakdown of a move is in the piece on Replika alternatives.
How do I delete my account and my data? +
Write from the same email you registered with. We delete the account and anonymise your chats and files within 30 days; only what we're legally required to keep (for accounting, for example) stays.
Can I get a refund? +
Refunds follow Telegram's rules and EU consumer law. The content is digital and delivered immediately, so the right of withdrawal may be limited once you start using it. Describe the situation in your message and we'll review it by hand.
Can I write to support inside the bot? +
Yes — the Telegram bot has a /support command: your message goes to the admins and the answer comes back in the same chat. It's faster, because the bot already sees your account, balance and history.
The site and the bot show a different balance or history +
The site and the bot run on one database, so a mismatch is almost always a stale page: refresh it (Ctrl+F5) and sign in again. If that doesn't help, write to us and we'll check the transaction log.