Troubleshooting and FAQ

The sign-in email didn't arrive

1. Check the address, then your folders. After you ask for a link you see Check your inbox. We show this for every address, so check the email in the message for typos. Then look in spam and other folders: the email comes from [email protected] with the subject Your HelloPack sign-in link.

   

2. Ask for a new link. Links work once and expire after 15 minutes. If yours is old you'll see This sign-in link has expired; choose Send a new link.

   

3. Sign in from the Sign in page. Use the same email as before. Your sets and apps are tied to that address.

   

I can't find my set

1. Open My orders. Sign in and open My orders (or Recent orders on your account page). Every set you started with that email is listed with its status.

   

2. Old links stop working. If a link is old or mistyped you'll see We can't find this set. Free previews you don't pay for are deleted after 24 hours, and paid sets after 7 days.

   

My upload was rejected

My preview is slow or stopped

• A few minutes is normal. You can close the page and come back from My orders.
• "Busy today" means we hit today's processing limit. Your set is saved and nothing extra is charged. Try again after midnight, Warsaw time.
• Paused or failed on our side? If you see Try again, press it. Finished steps aren't redone.

A translation looks wrong

1. Check the text file. Open Text/all-languages.md in your zip to see your original caption next to every translation.
2. Check your caption. We translate exactly what's in the caption box, so a typo or an unclear phrase can carry over. Short, plain captions translate best (caption tips).
3. Tell us. Email [email protected] with your set link, the language and the screenshot number. We'll fix it and re-run the set, or refund you (see below).

(no screenshot: these steps happen in your zip and your email)

Refunds

• Paid set unusable or wrong? You get a full refund within 14 days of purchase, no questions asked. Email [email protected] with your set link.
• Subscriptions can be cancelled any time. Your plan runs to the end of the period you paid for, then stops. We don't refund unused time.
• At checkout you tick a box to start delivery straight away, which means losing the 14-day right of withdrawal once your set is delivered. The refund promise above still applies.

Privacy

• No AI training on your uploads. Our AI provider's paid API terms prohibit training on your content.
• Your data, your call. Under Privacy & data on your account page you can read the privacy policy, choose Download my data to get a JSON file, or Delete my account. If you have an active Indie or Pro plan, cancel it first.

FAQ

Does HelloPack change my screenshot? No. It puts your screenshot in a device frame on a background and adds the caption. The text inside your app's screens is never changed or translated.

Can I upload finished marketing screenshots? Use plain screenshots of your app. HelloPack adds the frame, background and caption itself.

Do you make iPad screenshots? Not yet. You get iPhone 6.9", iPhone 6.5", iPhone Duo outer and inner, and Google Play phone.

Can I upload a screen recording? Not on the website. Upload still screenshots.

Can I translate into English? Not yet. Write your captions in English and pick other languages.

What does the free preview include? The first 2 languages you pick, in every size you picked, at full quality and downloadable. No card needed.

Who do I contact? [email protected].