Support
We’re here to help.
A real person reads every message. Check the answers below first — the most common issues are covered — then reach us directly if you need to.
Common issues
My capture was rejected before the pipeline even started.
Every upload passes through an automated quality check (we call it the guardrail) before it's encrypted and processed — it looks for things like an eye actually being visible and open, handwriting being upright, or voice audio not being silent. If it rejects your capture, you'll see a specific reason in a toast. Try recapturing with better lighting or framing. Pulse captures skip this check entirely (they're numeric signal data, not an image).
My composition has been stuck on a stage for a while.
Your dashboard updates in real time as each stage of the pipeline completes; most stages finish in a few seconds, but rendering audio is the long pole — it can take one to two minutes because it depends on a third-party music-generation service. If a composition has been stuck for more than 10 minutes, or shows a
failed status, email us with the composition's URL and we'll look at what happened.The audio didn't render, or came out sounding wrong.
Audio rendering depends on an external music-generation provider. Occasionally a render fails outright (you'll see an error state) or comes back shorter than expected — the provider doesn't guarantee an exact duration. If a composition fails to render, let us know and we can look at re-queuing it.
My browser won't let me use my camera or microphone.
Capture pages need camera and/or microphone permission from your browser. If you denied it initially, you'll need to reset the permission from your browser's site settings (usually the icon left of the address bar) and reload. If you have more than one camera or mic, use the device picker on the capture page to choose the right one — the first visit may show generic labels like “Camera 1” until permission is granted once.
I'm in Illinois and can't reach /capture or /consent.
That's intentional — see our Privacy Policy. We currently block capture and consent flows (and the DNA-fusion endpoints) for requests we identify as coming from Illinois, because of the state's biometric and genetic privacy statutes. If you believe you were blocked incorrectly, contact us below.
How do I export or delete all my data?
Both are self-serve from /account— an “Export” button that downloads a JSON archive, and a “Delete account” flow that requires typing your email to confirm. Deletion completes within about 24 hours. Details in our Privacy Policy.
How do I cancel or get a refund on Iris Pro?
Cancel any time from the billing portal linked at /account. See our Refund Policy for what a cancellation does and doesn't refund.
Still stuck?