Common problems

Locked download, failed payment, too few credits or a missing brand? Find your problem below and go straight to the fix.

Find your problem

Problem	What to do
My download is locked, or it's low quality	Unlock the brand with your plan. See My download is locked or low quality.
A payment failed, or my plan expired	Add a payment method so the renewal can go through. See A payment failed or my plan expired.
I don't have enough AI credits	Buy pay-as-you-go credits, move to a bigger plan, or earn credits in the Customer Club. See I don't have enough AI credits.
I can't find my logo or brand	Check the workspace and the brand selected in the top bar. See I can't find my logo or brand.
I want to cancel my plan, or undo a cancel	Cancel or reactivate in Account setting → Billing & invoices. See Billing & subscriptions.
I want a refund	You can ask for a refund only if you haven't used AI tools or downloaded files. To ask, contact support. See Refunds.
I want to delete my account	Use Account setting → Delete Account. You then have 14 days to change your mind. See Settings.
My voucher or activation code doesn't work	Check the code and redeem it on the Redeem Voucher page. See Redeem a voucher.
A teammate can't see or work on a brand	Check that they're in the right workspace and what their role allows. See Workspaces & team roles.

You can reach the Zoviz team in two ways:

There's no live chat with the team. To get a fast answer, include:

The email address of your Zoviz account.
The brand name, and the tool you were in.
What you did, what you expected, and what happened instead. A screenshot helps.
For billing, the invoice ID from Account setting → Billing & invoices and the payment date.

More tips are on Contact support.

Last updated 3 October 2026

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