Support

If you need help with Look Notes, Room Picks, Style Preview, or Credits, email support@Hexir.com.

1. How do I restore purchased Credits?

   Open the Hexir purchase flow again while signed into the same Apple ID that completed the order. If the Credits do not appear, send your purchase date and the product tier to support@Hexir.com so we can review the transaction path with you.

2. What happens to unused Credits?

   Credits stay attached to your Hexir account balance for optional Style Preview requests. Promotional Credits can have campaign-specific limits, so check the in-app purchase or campaign note if one is shown at the time you receive them.

3. Why does Hexir ask for camera access?

   Camera access is only used when you choose to shoot a new outfit image, capture a profile photo, or prepare a Style Preview source image directly from the app. If you prefer, you can skip the camera and choose a photo from your library instead.

4. Why does Hexir need access to my photos?

   Photo library access lets you publish Look Notes from saved outfit shots, choose a private Style Preview source image, save finished preview images, and update your profile picture. Hexir only works with the items you intentionally choose.

5. Why do I see an AI consent prompt before Style Preview?

   Style Preview uploads your selected photo and your chosen reference look to Alibaba Cloud OSS for temporary storage and sends the preview request through OpenRouter to Google Gemini so Hexir can generate the preview. The consent prompt appears before the first request, and you can later turn that permission off in Settings under AI Style Preview Consent.

6. Why did my Style Preview fail?

   Preview creation can fail if your connection drops, your Credits are too low, the selected image is unavailable, or the preview services are temporarily busy. Try again with a clear portrait image, check your Credits balance, and confirm that you still allow the separate AI preview consent in Settings.

7. How do I remove a Look Note or change my profile details?

   Open your Profile Room to review your posted notes and saved looks, then use the profile and settings controls to manage your visible information. If you need help removing local account data from the device, contact support@Hexir.com.

8. How do I report inappropriate outfit content?

   If a post or Room Pick feels unsafe or inappropriate for the community, use the report action from the post detail view when it is shown, then email support@Hexir.com with the user name, post context, and a short reason so the report can be reviewed.