Questions

You can top up your balance whenever you like.

Two ways to open the top-up

• Automatically, when you try to do something you can't quite afford — Ikrames opens the top-up modal instead of failing the action.
• Anytime, from your Settings page.

Pick a credit pack, and checkout runs on Stripe's secure hosted page — your card details are entered only on Stripe, never stored by Ikrames. When the payment completes, the credits land on your balance.

Good to know

• Bought credits add to what you have and do not expire while your account exists — also after a subscription ends. They are spent last, after gifted and subscription credits (do my credits expire?).
• The pack options and prices are shown in the modal. Those are the current, authoritative figures — check them there rather than relying on numbers quoted elsewhere.

Buying credits is separate from your subscription: a top-up is a one-time purchase that stays, while a plan credits an allowance for each billing period that expires at the end of that period. You can do either or both.

The short version: what ran is paid for; what didn't run comes back.

How charging and refunds work

A generation happens in steps, and each step is charged on its own. If a step fails partway, only that step is refunded — the steps that already produced work stay charged, because the work was done. Refunds are automatic and go back to your balance.

A job won't strand you

Ikrames checks your balance before it begins. If you can't cover the minimum a job needs, it doesn't start at all — you get a clear "not enough credits" prompt instead of a half-finished result. So you won't run dry in the middle of a fresh job you couldn't afford.

The assistant follows the same rule

When you ask Aurea to do something, a turn that stops before it produces any output is refunded automatically. Once it has started producing a result, that turn is charged — the work was underway.

Carousel variants

If you ask for several carousel variants, rendering them costs no credits, so there is no render charge to refund for the ones you don't pick. Those are archived (kept, not deleted). Aurea's own answer is charged like any other turn.

Still think a charge is wrong? The figure shown before each action is what's charged; if something doesn't add up, get in touch — ask us directly.

It depends on where the credits came from. Your balance is one number, but it is made of three kinds of credits:

Which credits are spent first

Ikrames spends the credits that expire soonest first: gifted credits, then subscription credits, then purchased credits. You don't have to choose.

Subscription credits

• On a monthly plan, each paid month brings the plan's allowance. What you haven't used by the end of that billing month expires, and the next month starts with a fresh allowance.
• On a yearly plan, you get the credits for twelve months at once. They expire at the end of those twelve months. After that the plan continues monthly, with a monthly allowance.
• If you cancel, your subscription credits stay usable until the end of the period you paid for. Purchased credits stay after that.

Where to see it

Below your balance in Settings, Ikrames shows how many credits expire next and on which date. If nothing is about to expire, that line is not shown.

Related: how credits work on the free plan · buying more credits · canceling your subscription.

Generating content in Ikrames spends credits, and your current balance is always shown in the sidebar. Rendering doesn't: a carousel renders at no cost, and reels and clips count against render and source minutes instead. The free plan doesn't include those minutes — they come with the Pro plan and up.

Two things on the free plan are a matter of plan rather than balance, however many credits you hold: publishing (connecting a social account, publishing, scheduling) is unlocked from Creator upwards, and what you export carries a small Made with Ikrames mark, which is gone from Creator upwards. Creating, editing, and downloading are yours either way.

Where your credits come from

• A one-time starter grant. New workspaces begin with a batch of starter credits so you can try things right away. You get it once per person, after your email address is verified, and it expires 30 days after it is credited.
• A paid plan's allowance. Paid plans credit their allowance for each billing period. What is left at the end of the period expires.
• Top-ups. You can buy more credits at any time. Purchased credits do not expire.

Your balance shows all of these as one number. Credits that expire soonest are spent first — see do my credits expire?

Knowing what something costs

You never spend blind: the amount is shown before you confirm a generation, and that figure is the source of truth. If you don't have enough, Ikrames prompts you to top up instead of starting a job it can't finish.

Tip. The number next to an action is what it costs; the sidebar balance is what you currently have. If the two don't line up with your expectations, reach out — but the pre-confirmation figure is always the one that's charged.

One reel can show up as more than one charge on your balance. That's expected — a reel is built in stages, and you pay for what each stage generates.

Creating is charged, rendering is not

• Creating the reel — writing the script and producing the spoken avatar and voice happen first, as one charge, before the reel starts building.
• Rendering the reel — turning the finished edit into the final video is not a charge. It costs no credits; when you release the reel to render, its length counts against your plan's monthly render minutes.

Keeping them apart is deliberate: you can create, preview, and edit a reel for a known cost, and render only once you're happy with it.

Why some reels cost more

If your reel uses generated B-roll, each generated scene is its own charge on top of the creation charge. More scenes means more charges. Reels that reuse existing footage or a talking-head clip don't incur that.

Reading your history

In your credit history, each line names what it was for — reel creation or an assistant turn, for example. Together they add up to the total for one piece of content. New activity no longer produces lines for a reel render or a carousel render; older entries of that kind stay as they are.

Every charge is shown to you before it happens; see what a reel costs for how the totals are built.

The honest answer: it depends on the reel. Creating a reel costs credits, and the app always shows you the estimate before you confirm. Rendering it costs no credits — it counts against the render minutes of your plan.

What drives the cost

Credits go into creating the reel: the parts an external model produces, such as the voice, the avatar, and generated B-roll. A reel can still be more than one charge, but rendering is not one of them. The amount moves with your choices:

• The avatar engine for persona reels. The bigger part of the creation cost is the avatar work, and different engines cost differently — so the same reel can land at different prices depending on which engine you pick.
• Generated B-roll. Each generated scene adds to the total.

A talking-head reel made from a clip you upload costs no credits at all; it only counts render minutes.

What rendering counts

Rendering — the first render and every re-render — counts the length of the finished video against your monthly render minutes: a 30-second reel counts 30 seconds.

• Render minutes are included from the Pro plan. On Free and Creator, the app says rendering is included from Pro. For the allowance per plan, see plans & credits.
• The month is the calendar month (German time): the counter starts over on the 1st.
• If a render fails, its minutes are returned.
• When the month's minutes are used up, the render button is locked until the next month starts, and the app points to a higher plan. Buying credits doesn't help here: minutes can't be bought with credits.

How to see the real number

Because the creation cost depends on your setup, we don't publish fixed prices that could drift out of date. Instead:

• Before you create, Compose shows a credit estimate for creating the reel. Rendering is not part of it.
• Before you render, the render button shows the video's length, for example "Render (0:18 min)", and a line says how many render minutes you have left this month. Settings ▸ Usage shows how many you have used.
• Cutting words out of a reel in the editor shortens it, so it counts fewer render minutes.

The figure shown before you confirm is always the amount charged. If you want to spend fewer credits, reuse footage instead of generating B-roll. A shorter reel counts fewer render minutes.

You cancel through Stripe's hosted billing portal — not inside Ikrames.

Where the cancel button is

1. Open Settings.
2. Click Manage subscription. This opens the secure Stripe customer portal.
3. Cancel there.

There is no cancel button inside Ikrames. Canceling, changing cards, changing plans, and viewing invoices all live in the Stripe portal by design. If you're hunting for a cancel option on the Settings page itself, that's why — use Manage subscription.

What happens after you cancel

• Your plan runs to the end of the current billing period, then returns to free.
• Subscription credits last until the end of that period, then they expire. Purchased credits stay, and gifted credits keep their own 30-day date (see do my credits expire?).
• On the free plan you can keep one brand; extra brands become read-only until you're back on a paid plan.
• Publishing stops. Connecting accounts, publishing, and scheduling come with the paid plans, so on free nothing new goes out. Reels need the Pro plan, so they stop too. What you already made stays yours to edit and download.

Cancel is not the same as delete

Canceling keeps your account, brands, and content — it only ends the paid plan. If you want to remove everything, that's a different, irreversible action: see is deleting my account the same as canceling?

No — and the difference is huge. Mixing these up is the most expensive mistake you can make in Ikrames.

Canceling

Canceling your subscription ends your paid plan at the end of the billing period and drops you to free. Your account, brands, and content all stay. Purchased credits stay too; subscription credits expire at the end of the paid period.

Deleting your account

Deleting is a full teardown. In one action it:

• cancels your subscription immediately — not at the end of the period,
• permanently removes your brands, content, media, cloned voices, and connected social accounts,
• offers no grace period, no undo, and no trash to recover from.

The only safeguard is a confirmation step where you type your workspace name exactly. There is no proportional refund for time left on a paid plan.

Export before you delete. If there's anything you want to keep, request a data export first — once deletion runs, it's gone for good (can you restore it? — no).

Which one do you want?

• Stop paying, keep your work → cancel.
• Remove everything, permanently → delete, from Settings.

Your invoices are in Stripe's hosted billing portal.

How to get there

1. Open Settings.
2. Click Manage subscription to open the Stripe customer portal.
3. Your invoices and receipts are there.

History is not the same as invoices

Settings also shows a history list — but that's your credit activity (credits granted and spent), not billing documents. It's easy to expect invoices there and not find them.

• Need a receipt or tax invoice? → Stripe portal, via Manage subscription.
• Want to see where your credits went? → the history list in Settings.

Both are useful; they just answer different questions. Anything with an amount of money on it lives in the Stripe portal.

A quick summary — for anything binding, read the linked policies, which take precedence over this page.

Right of withdrawal (14 days)

You have a 14-day right of withdrawal from the conclusion of the contract. To exercise it, send an informal notice by email to [email protected]. For services already provided in that window, reasonable compensation for the value received may apply.

The full terms and a model withdrawal form are here:

• Cancellation policy: ikrames.com/en/cancellation
• Terms: ikrames.com/en/terms

These policies are the authoritative version. Where this summary and the policy differ, the policy wins.

No free trial

There is no trial period — a paid plan is billed from day one. To try Ikrames without paying, use the free plan, which lets you explore the product before you subscribe.

No separate money-back guarantee

Beyond the statutory right of withdrawal above, there's no additional money-back guarantee. If a payment is refunded, the unused credits from that payment are removed from your balance. For when credits expire otherwise, see do my credits expire?

Ending your plan vs. removing your account

Withdrawing or canceling ends billing but keeps your account and content. Deleting your account is separate and irreversible — see is deleting my account the same as canceling?

If connecting a social channel isn't available yet — or you see a message like "account is being prepared" — your workspace is still finishing its publishing setup in the background.

Why this happens

When a workspace is created, the connection that handles publishing is provisioned asynchronously — it isn't ready the instant you sign up. Until it finishes, the connect options aren't available.

What to do

• Give it time. This can take a while — longer than a couple of minutes. Come back a bit later and try again from Brand Settings ▸ Socials.
• Refresh the page before retrying, so you're seeing the current state.

If it's still not ready after a day, that's beyond the normal setup window — reach out — ask us directly so we can look into it. You won't be able to force it from settings.

Once setup finishes, connecting a channel runs the platform's normal authorization flow — see connect your accounts.

A post that sits on "scheduled" and never arrives is almost always waiting on you, not stuck.

Most likely: it's waiting for your approval

Every brand has a publish mode. New brands start in Review, which means content doesn't go out on its own — it waits in a "to approve" state until you release it by hand. That's a feature, not a bug: nothing publishes without your say-so.

To fix it: open the post and approve it, or switch the brand to Automatic so approved posts publish on schedule. You set this in Brand Settings ▸ Socials. See review vs automatic publishing.

Also check

• The account is still connected. If a channel disconnected, reconnect it in Brand Settings ▸ Socials.
• The scheduled time hasn't passed in a way that skipped it. Re-schedule if needed.

Still not sending?

During early access, publishing may be limited while things are finalized. If a post won't send even after you've approved it and the account is connected, reach out — ask us directly — that's not something you can fix from settings.

Every brand publishes in one of two modes, and you choose which:

Review (the default)

Nothing goes out on its own. Anything Ikrames prepares for you — auto-planned posts, recurring-plan content, finished clips — waits in a "to approve" state until you release it by hand. This is deliberate: you stay in control while you build trust in the output.

Automatic

Approved plans and clips publish on schedule, with no manual step. You turn this on per brand, and Ikrames shows a warning first so the switch is a conscious choice.

How to choose

Set the mode in Brand Settings ▸ Socials. A good pattern is to start in Review while you get a feel for the output, then switch a brand to Automatic once you trust it — and you can flip back anytime.

The two publishing gates are independent from the two planning gates: a brand can auto-generate content while still holding every post for review before it goes out. See publishing and planning for the full picture.

If your generated content sounds generic — like it could be anyone's — the cause is almost always the same: your brand voice isn't filled in yet.

Why generic happens

Ikrames writes in your brand's voice. If a brand has no voice and no tone defined, there's nothing specific to write in — so it falls back to a generic default voice. Every brand with an empty voice uses that same default, which is exactly why the output feels like "smart, friendly AI" instead of you.

The fix (and your biggest quality lever)

Fill in your brand's voice:

• Brand Settings ▸ Voice — your tone, what it should and shouldn't feel like, example lines, and openers to avoid.
• Brand Settings ▸ Briefing — your audience and positioning, which shape how scripts and carousels are written.

The more concrete you are here (real example lines beat adjectives), the more the output shifts toward your actual voice. This is the single highest-impact thing you can do for quality — see brand settings.

Also worth checking

Content quality also depends on the model your brand uses, which you choose in Brand Settings ▸ Briefing — a higher-quality model produces stronger writing. If quality feels low, check both your voice setup and your model choice.

This is working as designed — they're two different settings — but there's one honest catch about changing it.

Two independent settings

• Interface language — the /en and /de toggle. This only changes the app's labels and buttons.
• Brand output language — the language your content is written in. This belongs to the brand, not to the interface.

So an English interface with content in German is normal: the interface is set to English, and that brand's output language is German. Mixing them up is a common surprise, not a bug.

The catch: there's no switch to change it (yet)

A brand's output language is set when you create the brand, and there is currently no in-app control to change it afterward. If a brand is producing the wrong language, you can't flip it from settings today.

Workaround: create a new brand with the language you want. If that's not practical, reach out — ask us directly.

We're being upfront here rather than pointing you at a setting that doesn't exist — a way to change a brand's output language is a known gap.

Your data export is a single JSON file containing your text content and metadata — the structured record of your account: your brands, ideas, content items, scripts, and their details.

What it does not include

The export does not bundle your media files — the actual video and image files aren't packaged inside the JSON. It's a record of your account's information, not an archive of your rendered assets.

If your goal is to keep copies of finished videos or images, download them from your library directly, before you need them — don't rely on the export for the media files themselves.

The download link expires

When your export is ready, you get a time-limited download link. If it expires before you grab the file, just request the export again from Settings to generate a fresh one.

When to use it

The most important time to export is before deleting your account — deletion is permanent with no undo, so export anything you want to keep first.

If you mean account deletion: no, it can't be restored. Deletion is immediate and final — there is no trash, no recovery window, and no way for us to bring it back.

The only safeguard is before you click

Deleting your account requires typing your workspace name exactly, as a deliberate confirmation. That's the single checkpoint — once you confirm, your brands, content, media, cloned voices, and connections are removed for good, with no undo.

Export first, always

Because there's no recovery, the rule is simple: if you might want it, export it before you delete. Request a data export and keep it somewhere safe, then delete.

Meant to just stop paying?

If your goal was to end your plan rather than erase everything, you wanted to cancel, not delete — canceling keeps all your work. The two are very different: see is deleting the same as canceling?

Two related concerns, answered separately — because the honest answer differs by provider, and a blanket "no one ever uses your data" would be wrong.

Your cloned voice

If you clone a voice, it's created at our voice provider (ElevenLabs). When you delete your account, Ikrames also asks the voice provider to delete your cloned voice. This runs on a best-effort basis: if that deletion call fails, your account deletion still completes and the failure is logged so it can be followed up.

Training on your content

We don't train our own models on your content. For the third-party AI providers Ikrames uses, how your data is handled depends on the provider — so it's worth being precise rather than sweeping:

• With our text provider (Anthropic), inputs aren't used to train their models.
• With our image and video provider (fal.ai), Ikrames technically instructs the service not to retain your inputs and outputs.
• Other providers have their own terms.

The authoritative, per-provider list of who processes what is in the privacy policy. If this is important to your decision, read it there — this summary is deliberately not a substitute.

Nothing's broken — a reel just takes a few minutes to make, and it works in the background.

Why it's not instant

A persona reel goes through several stages: writing the script, generating the voice, producing the avatar, selecting B-roll, and rendering. That's real work, so it runs for several minutes rather than finishing on the spot.

You're not staring at a blank screen

As soon as you submit, a progress card appears for the reel with a "working on it" state. You can leave the page, do something else, and come back — the card updates on its own and the reel lands in your Reels library when it's done. You don't need to keep the tab open.

If it seems stuck

If a reel has been in the "working on it" state far longer than a few minutes and never lands, treat it as stuck: try again with a fresh generation, and if it keeps happening, reach out — ask us directly.

New to reels? The full walkthrough is in your first reel.