Support

Need help with Pex? You're in the right place.
Below you'll find answers to common questions, refund instructions, and how to reach us directly.

Common Issues (FAQ)

My Pet AI didn't sync to my devices

Make sure to check these steps:

1. iCloud is enabled for Pex in your iPhone's Settings

2. You're signed into the same Apple ID on both devices

3. Check if your have free space on iCloud storage

4. Give it a minute after opening the app — sync can take a moment on first launch.

I paid for Premium but it's not unlocked

1. Open Pex 

2. Go to Settings (⚙️)

3. Tap "Restore Purchases." This re-links your existing purchase to your account without charging you again.

AI photo/character generation isn't working

This usually means a temporary connection issue or high demand. Try again in a few minutes. 

If it keeps failing, email us (info below)

The app crashed or froze

Force-close and reopen Pex. If it keeps happening, please report it using the info below — include what you were doing right before it crashed.

I lost my pet / my progress reset

This is rare and usually tied to a sync or reinstall issue. Contact us as soon as possible so we can try to help recover it.

Refunds & Purchases

Pex subscriptions and one-time purchases are processed by Apple or Google, not by us directly — so refunds have to be requested through their official tools. We can't issue refunds ourselves, but we're happy to help if something went wrong with the purchase.

Bought on iPhone/iPad (App Store)

Request a refund directly from Apple: reportaproblem.apple.com

Bought on Android (Google Play)

Request a refund from Google: Google Play refund help

Tip: Have your order confirmation email or purchase date ready — it speeds up the process.

Contact us

If none of the above solved your problem, reach out with these informations:

📧 Email: pexapplication@gmail.com

1. Device model (ex: iPhone 15)

2. Country (ex: Brasil)

3. The item purchased (ex: AI Pex)

4. Description of what happened

5. Screenshot/video of how happened

And we'll get back to you as soon as we can.