Support
How can we help?
Find answers to common questions below, or reach out to our team directly.
Email Support
Send us an email and we will respond within 24 hours on business days.
support@fastly-ai.comPremium plan users receive priority support with faster response times. Community plan users can expect responses within 48 hours.
Frequently Asked Questions
What AI tools are available on the platform?
Fastly AI currently focuses on ID photo generation for passport, visa, and official document photos, plus AI photo restoration for old, blurry, faded, or damaged images.
How do credits work?
Credits are consumed each time you process a file through one of our AI tools. Different tools may consume different amounts of credits depending on the complexity of the operation. Community plan users receive 10 credits per month, while Premium users receive 500 credits per month. You can also purchase additional credit packs as needed.
What file formats are supported?
For ID photo generation and photo restoration, we support common image formats including JPEG, PNG, and WebP. Maximum file sizes vary by plan tier.
How long does processing take?
Most operations complete within a few seconds to a minute, depending on the tool and file size. Premium users benefit from priority processing, which typically results in faster turnaround times. You can monitor the status of any task in real time through the dashboard.
Is my data secure?
Yes. All data is encrypted in transit using TLS and at rest on our servers. Uploaded files are automatically deleted after the retention period specified by your plan (7 days for Community, 90 days for Premium). We do not use your files to train our AI models unless you explicitly opt in. See our Privacy Policy for full details.
Can I use the API for automated processing?
The web tools are the primary experience today. If you need automated or team workflows for ID photo generation or photo restoration, contact support so we can discuss your use case.
How do I cancel my subscription?
You can cancel your subscription at any time from your account settings or by contacting our support team. When you cancel, you will retain access to Premium features until the end of your current billing period. After that, your account will revert to the Community plan.
What happens if processing fails?
If a processing task fails, credits are not deducted from your account. You will see an error message explaining the issue. Common causes include unsupported file formats, corrupted files, or files that exceed size limits. If the problem persists, contact our support team with the task ID for assistance.
Still need help?
If you could not find the answer you were looking for, our team is ready to assist.
Email Support