Get in touch
For installation help, billing questions, privacy requests, or Shopify App Store review support, email us at [email protected].
Include your Shopify shop domain and a short description of the issue so we can help quickly. For a generation that went wrong, the date and the product name are enough to find it.
Billing and generations
A generation that fails is never charged. If you believe you were charged for one that did not arrive, say so and we will check the record against your billing history.
A free photo works differently. It is spent when the generation starts, so one that fails is still spent. Nothing is billed for it.
Your creative control
sameface never publishes for you. Every image and clip it makes waits in your gallery until you send it to a product yourself, and nothing reaches your storefront until you do.
You do not write the prompt. You choose a model and a scene, and sameface composes the wording itself, around what Shopify says the product is, so two shots of two different products are framed the same way. A scene you write yourself supplies the place; sameface still writes the sentence around it.
Your data and media
The pictures are made by a third-party AI media provider, which receives the prompt sameface composed and, when you asked for a product shot, the public URL of the product image you chose. It receives no customer data, no staff name, no email and no access token. The result is uploaded to your own Shopify Files, and sameface keeps the file identifier and the delivery URL rather than a copy of the picture. The full list is on the privacy policy.
While the app is installed it keeps your models, your scenes and a record of every generation with its charge, so it can reuse a face and show you what you paid for. It keeps no orders, no customers and no image files of its own. Uninstalling deletes the app sessions and ends our access to your store; the rest is kept until the erasure, so reinstalling brings your models and your history back rather than an empty app.
To have your data erased, uninstall the app and Shopify asks us to erase it 48 hours later, or write to the address above and ask sooner. Either way every record for your shop is deleted and nothing is kept to recognise the shop later. Your photographs and clips stay in your own Shopify Files; erasing our records does not touch them, and the erasure code has no way to reach them.