Improve the source photo
Use neutral light, sharp focus, a front-facing angle, and no strong filter.
Open the selfie guide →MaqAI support
Help for your studio, account, and previews.
Start with the quick fixes below. If the issue continues, contact Rocket Digital with the details needed to reproduce it.
Check device permissions
Camera is needed for Live AR. Photo access is needed when you choose a portrait or inspiration image.
Retry on a stable connection
Photo analysis and generation require a reliable internet connection. Keep the app open while the request completes.
StartDid selection or permission stop the request?
Check the source, device permission, and AI-processing disclosure.
ProcessDid upload, analysis, or generation stop?
Keep the time, feature, step, connection state, and exact message.
ResultDid the request finish but look wrong?
Describe alignment, color, identity stability, transfer, or the missing category.
SaveDid the result disappear afterward?
Check device and account scope before signing out or reinstalling.
Find the right support path
Identify where the request stopped before changing everything.
Preserve the current state long enough to understand it. The source photo, device permission, network request, purchase state, and account scope are separate parts of the experience.
Photo & generation
Use this path when upload, analysis, transfer, or image generation stops—or the result appears difficult to evaluate.
- Confirm one clear face is visible in neutral light.
- Remove beauty filters, colored lighting, sunglasses, and blocked features.
- Keep MaqAI open on a stable connection while the request completes.
- Record the exact step and error before replacing the source image.
Live AR & permissions
Use this path when the camera, photo library, or save action is unavailable or a system permission was declined earlier.
- Check camera access for Live AR in device settings.
- Check photo access when choosing or saving an image.
- Close and reopen MaqAI after changing a system permission.
- Remember that device permissions and AI-processing consent are different controls.
Purchases & Premium
Use this path when an App Store purchase succeeded but premium access, trial status, or restoration does not appear as expected.
- Confirm the Apple account used for the original transaction.
- Open MaqAI Settings or Premium and choose Restore Purchases.
- Allow the App Store status to refresh on a stable connection.
- Keep the Apple receipt or order reference; never send full payment-card details.
Account, saved looks & privacy
Use this path for sign-in state, content scope, AI consent, account access, or a data-rights request.
- Confirm whether the app shows an anonymous or signed-in session.
- Use the same sign-in method that was connected previously.
- Review photo and chat processing choices under Settings → AI Processing.
- Contact support before reinstalling if locally stored content matters.
Useful diagnostic context
Collect evidence without collecting sensitive data.
A strong support report identifies the device, operating-system version, MaqAI version, feature, time of the issue, and the exact text shown on screen. Explain whether the failure happened before selection, during upload, during analysis, during generation, or while saving the result.
If the issue is visual, describe the symptom: lip placement moved, one eye changed more than the other, color appeared too warm, the reference did not transfer, or the original face changed. Support can then distinguish input quality from a feature or service issue.
Retry once after a simple connection or permission check. Repeated requests can make the timeline harder to understand and may use generation allowance without adding diagnostic value.
Share only what is necessary
Send context that helps without exposing private information.
Never send a password, one-time verification code, API key, complete payment-card number, or private account credential. For purchase issues, an App Store order reference may be useful; the full card details are not.
Begin with a written description and a screenshot of the error if it contains no sensitive information. Do not attach a private portrait unless support specifically explains why an image is needed and gives you a suitable channel and safer diagnostic step.
For privacy or deletion requests, identify the sign-in method or account email through the official contact flow. The support team may need to verify that the request belongs to the account before acting on it.
Purchases and account state
Verify the existing transaction before creating a second one.
If premium access is missing, confirm the Apple account used for the original purchase and choose Restore Purchases in MaqAI. Give the store and entitlement status time to refresh on a stable connection.
A restore asks the store to verify eligible transactions; it should not create a new purchase. Do not subscribe again only to test whether restoration works. If the store shows a charge but MaqAI does not update, keep the store order reference and contact support.
Saved content and sign-in
Preserve the current state before clearing or reinstalling.
Some content may be local to the device while account-backed features can depend on the session that created them. Confirm whether MaqAI shows an anonymous session or the expected Apple, Google, or email sign-in method.
Signing out, removing the app, or clearing local data can make the original state harder to diagnose and may remove device-only content. Capture the visible account status and contact support first when a saved look or report matters.
Different symptoms, different checks
Use the smallest safe fix that matches what you can see.
The request will not start
Review network access, the relevant device permission, and the AI-processing disclosure. Record any message before leaving the flow.
The request starts but never finishes
Keep the app open, move to a stable connection, and retry once. Include the approximate time and feature in a support report.
The result looks misaligned
Return to a front-facing, sharp, evenly lit portrait with all makeup landmarks visible and no strong filter.
The color feels inaccurate
Use neutral light and compare shade families rather than exact screen color. Device display and source white balance can shift the preview.
Premium access is missing
Confirm the purchasing Apple account, restore purchases, and allow time for subscription status to refresh before buying again.
Saved content is not visible
Check account and device scope before signing out, reinstalling, or clearing app data. Those actions can remove local context needed for recovery.
Privacy and data requests
Describe the request and the account context—nothing more.
For access, correction, deletion, restriction, consent, or account questions, use the official Rocket Digital contact channel. State the type of request, the MaqAI sign-in method or account email involved, and the country or region if it is relevant to the legal request.
Support may need to verify that you control the account before acting. Never send your password, a one-time verification code, full payment details, or an unnecessary portrait. Withdrawing future AI photo or chat permission inside Settings is separate from an account-level deletion request.
Read the MaqAI privacy overview →Good to know
Common MaqAI questions
Quick answers for the issues most likely to interrupt your beauty flow.
Why is my makeup preview misaligned?
Try a sharper, front-facing portrait in even light. Keep both eyes, brows, cheeks, lips, jawline, and forehead visible, and remove beauty filters or colored lighting.
Why is the shade different from what I expected?
Camera white balance, screen settings, source lighting, and the original makeup can shift color. Retake the source in neutral light and treat the result as a shade family rather than an exact product match.
Live AR cannot access my camera. What should I do?
Open your device settings, find MaqAI, and confirm camera permission is enabled. If permission is already on, close and reopen the app before trying again.
How do I restore a subscription?
Open MaqAI settings or the premium screen and choose Restore Purchases while signed in with the Apple account used for the original purchase.
Can I withdraw AI processing permission?
Yes. Open Settings → AI Processing in MaqAI. Photo and Beauty Advisor chat permissions are managed separately.
How do I report a problem?
Use the contact link on this page. Include your device model, iOS version, MaqAI version, feature used, and the exact error message. Do not send private photos unless support specifically asks for a safe diagnostic step.
Why did a generation stop before showing a result?
Confirm the app remained open on a stable connection, then retry once. If the same step fails again, note the feature, time, and visible error instead of repeatedly submitting the same request.
Why are my saved looks missing after sign-in?
Some content can be stored locally or scoped to the account that created it. Confirm you are using the expected sign-in method and device. Do not sign out, reinstall, or clear data until you have checked what is currently visible.
Can support tell me which cosmetic product to buy?
Support can explain how MaqAI features work, but it cannot verify an exact shade, formula, allergy, wear result, or medical suitability. Test real products and seek a qualified professional for skin or health concerns.
How do I request access to or deletion of my data?
Use the official contact channel and describe the request and the sign-in method connected to MaqAI. Do not include passwords, verification codes, payment-card details, or unnecessary photos.
Still need help?
Contact Rocket Digital Limited.
Include your device model, operating-system version, MaqAI version, feature, exact error, and the step where it occurred. Leave out passwords, verification codes, full payment details, and unnecessary photos.