Support

Last updated 16 September 2026

A small team made this, and the same address reaches us for everything: a problem, a question, a shop that should be listed, or a look that should not be.

Tell us what you were doing, what happened, and roughly when. A screenshot helps. Never send us your password or a sign-in code — we will never ask for one.

Signing in

• Ask for a code and it arrives by email from hello@shopaxolic.com, usually within a minute. Check the spam folder if it does not.
• A code is six digits, lasts 10 minutes and can be tried six times. Ask for a new one if it has expired.
• Sign in with Apple works as well, and you can hide your address — we only ever see Apple’s relay address then.
• Disposable, throwaway email addresses are refused, and there is a limit on how often codes can be requested for one address.

When a try-on does not work

• The photo was refused. Photos of people are checked before they are stored. Try a clear, ordinary photo of yourself.
• “We could not check your photo.” The safety check was unreachable. Nothing was stored; try again in a few minutes.
• The try-on was refused. The AI provider’s safety filter can decline the photo, the garment or the generated result. Your allowance and your credit are given back when that happens; try another photo or another garment.
• You have reached the limit. There is a cap on try-ons per hour and per day, per account and across the service. It resets; come back later.
• Lingerie, underwear or swimwear can only be tried on our fictional models, never on a photo of a real person. Pick a model and it will work.

Deleting your photos, your looks, your account

• One photo, item or look: open it in the app and delete it. It goes from the database and its file is queued for deletion from storage straight away.
• A share link: revoke it in the app. It stops working; anything already downloaded by someone else cannot be recalled. Links expire by themselves after 30 days.
• Your whole account: in the app, open your account and choose Delete account. One confirmation, and your identity, sessions, photos, items, looks, boards, shares, notifications and usage events are removed, and every stored image is queued for deletion. It cannot be undone, and we cannot bring a deleted account back.

The privacy policy lists exactly what is held and what deletion removes. If you cannot get into the app to delete the account, write to hello@shopaxolic.com from the address the account uses and we will do it for you.

Reporting a look or a shop

Email hello@shopaxolic.com with the link or a screenshot, and one line about what is wrong. We read every report and remove what breaks the terms.

• A moodboard look — a garment shown wrongly, a price or link that is broken, or an image that should not be published.
• A shared look — a link someone sent you that should not exist, or a photo of you that you did not agree to.
• A shop in Brands or Nearby that has closed, moved, is listed with the wrong details, or does not belong in a fashion directory.
• A missing shop — ask for it inside the app, and you get a notification when it is listed. You can write to us instead if you prefer.

Two things worth knowing