Support Center
Frequently Asked Questions
This page collects the most common FamilyGen questions so users can understand the workflow, pricing, and privacy expectations before they generate.
What file formats and size limits are supported?
We support JPG, PNG, and WEBP. Each file must be 10MB or less. Front-facing and well-lit photos usually work best.
How long does generation usually take?
Most generations finish within 30 to 90 seconds. During peak traffic, processing may take longer.
What is the refund policy for top-ups and failed generations?
Top-ups are non-refundable once credits are added to your account. If generation fails due to timeout or service-side errors, only the corresponding credits are returned automatically (no cash refund).
Are my photos used to train AI models?
No. Your uploaded photos are only used to complete your requested generation and are not used to train public models.
How are my photos stored and protected?
Images are stored on secure infrastructure with access controls. You can manage history in your account and request deletion via support@familygen.app.
What's the difference between 2K and 4K, and how much does each cost?
2K is suitable for daily sharing and costs 27 credits per generation. 4K is better for printing and costs 36 credits per generation.