Support

Need help with Decalker? This page has everything: how to reach us, frequently asked questions, how to restore and cancel a subscription, and how to delete your account.

1. Contact us

The official support channel is hi@decalker.com. A real person answers, and every email gets a reply, usually within 2 business days.

To help us solve it faster, include:

• The email of your Decalker account.
• What you were trying to do (Decalkar, Create, Mix, Refine, Try on skin, export, payment).
• A screenshot or the error message, if you have one.
• Where it happened: browser (which one?) or the iOS app (iPhone or iPad model and iOS version).

2. Subscriptions: restore, cancel and refunds

Decalker has a Free plan and paid subscriptions (Pro and Studio). Where you subscribed decides where you manage it: a subscription bought in the iOS app is managed by Apple; a subscription bought on the website is managed in your billing dashboard.

2.1 Restore purchases on iOS

Changed devices, reinstalled the app, or your subscription is not showing up?

• Open the Decalker app and sign in to your account.
• Go to Dashboard > Plans and tap Restore Purchases.
• The subscription tied to your Apple Account is reactivated. If nothing is found, check that you are signed in with the same Apple Account used for the purchase.

2.2 Cancel a subscription bought on iOS (App Store)

Subscriptions bought inside the app are billed by Apple, so you cancel them in your device settings:

• Open Settings > your name (Apple Account) > Subscriptions.
• Tap Decalker, then Cancel Subscription.
• You keep access until the end of the period you already paid for. After that the account returns to the Free plan.

Refunds for App Store purchases are requested directly from Apple at reportaproblem.apple.com. The final decision on App Store refunds is Apple's.

2.3 Cancel a subscription bought on the website

• Sign in at decalker.com and go to Dashboard > Subscription (/dashboard/billing).
• Click Manage subscription. That opens the payment processor portal (Stripe or Mercado Pago), where you can cancel in a few clicks.
• Cancellation takes effect at the end of the period you already paid for. There is no fee and no lock-in.

Right of withdrawal (Brazilian Consumer Code, Art. 49): a subscription bought on the website can be canceled with a full refund within 7 days of the first charge. Just email hi@decalker.com.

3. Delete your account and data

Account deletion is available inside the product itself:

• Sign in and go to Dashboard > Settings > Privacy > Delete account.
• Confirm by typing your account email. That is it.

What happens to the data:

• Profile, library (including the image files in storage) and sessions are removed. This cannot be undone.
• Payment data is retained by the processor (Stripe, Mercado Pago, or Apple on iOS) for 5 years, as a tax obligation. That data is not held by us.
• Deleting the account does not by itself cancel an active App Store subscription. Cancel it first in your iPhone Settings (section 2.2) so Apple does not keep charging you.

Full detail on data handling in our Privacy Policy.

4. Frequently asked questions

How does Decalker turn my photo into a stencil?

You upload the photo or drawing in the Decalkar tool and the AI converts it into a clean stencil in seconds, preserving proportion and linework. There is also Create (describe it in text and get 4 variations), Mix (2 to 5 references become 1 design), Refine (edit the design with text) and Try on skin (simulate the tattoo on the body before tattooing).

How do tokens work?

Every AI generation spends tokens from your plan. Free comes with 500 tokens per month, Pro with 5,000 and Studio with 10,000. Tokens renew on every monthly cycle of the plan. Prices are shown in your local currency on the plans screen.

How do I subscribe to Pro or Studio?

On the website: Dashboard > Subscription, paying by card, PIX or boleto. In the iOS app: the Plans screen, with the purchase made inside the app through the App Store.

How do I restore my purchase on iOS?

In the app, under Dashboard > Plans > Restore Purchases. Step by step in section 2.1 above.

How do I cancel the subscription?

Subscribed on iPhone: Settings > your name (Apple Account) > Subscriptions > Decalker > Cancel. Subscribed on the website: Dashboard > Subscription > Manage subscription. Details in sections 2.2 and 2.3.

How do I delete my account, and what happens to my data?

Dashboard > Settings > Privacy > Delete account. Profile, library and sessions are permanently removed. Details in section 3.

Which export formats are available?

PNG (ready-to-use image), SVG (vector, scales without losing quality) and PDF 1:1 at real scale, ready for a thermal stencil printer.

What do I need to print the stencil at real size?

Use the PDF 1:1export and print at 100% scale, without checking "fit to page" in the print dialog. It works on thermal stencil printers and on thermal copiers with hectograph paper. The PNG also works if you prefer to transfer with carbon paper or print on a regular printer for reference.

5. Company details

• Legal name: Raphael Marques Salles LTDA
• Brazilian company registration (CNPJ): 40.645.267/0001-50
• Email: hi@decalker.com
• Website: decalker.com

Related documents: Terms of Use and Privacy Policy.