Questions, answered
Videos
My video failed. Did I lose the credits?
No. When a render fails on our side the credits go back on your balance and a Retry appears on that video in the Videos tab. The retry uses the photo you already sent, so nothing is uploaded twice and nothing is charged twice. The one exception is a photo the content filter refuses: that charge stands.
The video is taking a long time
A video is usually ready in a minute. You can leave the app; the Videos tab picks it up when you come back. If a video sits for more than ten minutes, email us with the support id from Email Us and we will look at the job.
How do I save or share a video?
Open the video from the Videos tab. Save writes it to your Photos library; Share opens the iOS share sheet; Live Photo saves a three-second Live Photo you can set as a wallpaper. If Save says Photos access is off, allow it under Settings, Picto.Video, Photos.
What is Video to Live Photo?
A converter on the Home screen that turns any video already on your phone into a Live Photo. Pick the video, slide to the three seconds you want, and choose a key photo from the video or one of your own. It runs on the phone, uploads nothing and costs no credits. To use the result as a Lock Screen wallpaper, pick it in Settings, Wallpaper, and choose the effect (Live, Loop, Bounce) by tapping the LIVE badge in Photos.
Where are my videos stored?
In the app on your phone, under the Videos tab. They are not synced to other devices. Save the ones you want to keep to Photos.
Plans and credits
I paid but the app still shows no plan
Open the Account tab and tap Restore purchases. It asks the App Store for your purchases and puts the plan and its credits back. If that says nothing was found, check you are signed in to the same Apple ID that bought the plan, then email us with the support id.
How do credits work?
Each video costs a fixed number of credits; the app shows the number next to the Generate button. A weekly plan puts credits on your balance at the start of every week. Unused weekly credits carry over for one more week, then expire. Credits from a pack never expire. The About Subscriptions screen in the Account tab shows your balance and what is due to expire.
How do I cancel or change my plan?
Subscriptions are handled by Apple, so cancelling is done in your Apple ID settings: Settings, your name, Subscriptions, Picto.Video. The About Subscriptions screen in the app has a Manage link that takes you straight there. Cancel at least 24 hours before the week ends and you will not be charged again; the credits you already have stay usable.
Can I get a refund?
Refunds for App Store purchases are decided by Apple, not by us. Request one at reportaproblem.apple.com within 90 days of the charge. If you think a charge is our mistake, email us first and we will help.
Do the credits I bought on picto.video work in the app?
No. The website and the app keep separate balances. Credits bought on picto.video stay on the website, and a plan bought in the app stays in the app.
Account and privacy
What happens to the photos I upload?
A photo you animate is sent to our servers and the AI provider to make the video, then deleted from our servers within 24 hours. We never use your photos or videos to train AI models. Photos you add to a memorial tribute stay on your phone and are not uploaded at all. The full detail is in the app's Privacy Policy, linked below.
How do I delete my account?
Account tab, then Delete account. It removes the account and its videos. Your App Store subscription is separate: cancel it in your Apple ID settings, or it will renew.
Do I need an account?
No. The app works without signing in. Signing in with Apple or Google ties your plan and videos to an account, which matters if you get a new phone. Sign in before you buy a plan, so the purchase lands on the account you will use.
Which phones does it run on?
iPhone, iOS 15 or later. There is no iPad or Android version.