Support

Need a hand with Prelulu? We’re here to help. Prelulu is operated by TheInfluence, Inc. The fastest way to reach a person is by email — we read every message and reply as quickly as we can.

Contact us

• General support & questions: support@prelulu.ai
• Billing & subscriptions: support@prelulu.ai
• Privacy requests: privacy@prelulu.ai

When you write in, telling us the device and app version you’re using (and, for a billing question, the email, Apple Account, or Google account the purchase was made with) helps us resolve things on the first reply.

Frequently asked questions

What is Prelulu?

Prelulu lets you chat with, and place real-time voice and avatar calls to, fictional AI characters, and keep the moments that matter as memories. Every character is a work of fiction — not a real person. Prelulu is intended only for adults 18 and older.

How do subscriptions and billing work?

Text chat is free. Paid plans unlock live voice and avatar calls and other premium features. Whichever way you bought, your plan renews automatically until you cancel, and cancelling takes effect at the end of the current billing period. Where you bought decides who bills you, and where you can change it:

• On the web (prelulu.ai): your card is charged by our payment processor. Manage, change, or cancel your plan in your Wallet.
• In the iPhone app: Apple bills your Apple Account. Manage it in Settings → Apple Account → Subscriptions, or at apps.apple.com/account/subscriptions.
• In the Android app: Google Play bills your Google account. Manage it at play.google.com/store/account/subscriptions.

A subscription can only be changed or cancelled where it was bought — so if yours isn’t in your App Store or Google Play list, it’s a web subscription, and vice versa. Buying a second plan somewhere else would bill you twice, so change plans in the same place you bought.

Why does the app cost more than the website?

Prices in the iPhone and Android apps are set a little higher than our web prices, because the app stores take a cut of every purchase made inside an app. It’s the same plan and the same credits either way — the price shown on each storefront is exactly what that storefront charges.

How do I restore a purchase?

If you reinstalled the app or switched devices, open You → Manage subscription (or the paywall) and choose Restore purchases. Make sure you’re signed in with the same Apple Account or Google account you used to buy. A plan bought on the web needs no restoring — sign in with the same Prelulu account and it’s already there. If a purchase still doesn’t appear, email support@prelulu.ai and we’ll sort it out.

How do I request a refund?

Refunds follow whoever took the payment. For an App Store purchase, request one at reportaproblem.apple.com; for a Google Play purchase, at play.google.com/store/account/orderhistory. For a purchase made on the web, write to us directly. If you believe you were charged in error on any of them, write to us and we’ll help you through it.

How do I delete my account and data?

You can delete your account from You → Account → Delete account in the app. This permanently removes your profile, chats, and memories. You can also email privacy@prelulu.ai to request deletion. See our Privacy Policy for details on the data we hold and your rights.

Is my data private?

Your conversations and memories are yours. We never sell your personal data. Read the full details in our Privacy Policy, and the rules that govern the service in our Terms of Service.

I found a bug or something isn’t working

Sorry about that. Email support@prelulu.ai with a short description of what happened and your device and app version, and we’ll get on it.