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Quick questions and updates.
Common issues
My build timed out or said it took too long.
This usually happens on a very large world with many objects and several viewport renders. Try splitting the work into smaller steps — build one area, then another, rather than asking for everything at once. Scoped builds (selecting a few objects before building) are faster and cheaper.
You were not charged if the build did not complete.
The AI came back with something unusable or completely wrong.
You were not charged for it — a build that comes back as something the studio can't run is free. Add more detail to your instruction, tag the objects you want affected, and try again. Describing what should happen rather than what the result should look like tends to work better.
My AI Tokens or Export Credits haven't arrived after payment.
Tokens and credits land automatically once Razorpay confirms the payment, which usually takes a few seconds. If it's been more than a couple of minutes:
- Refresh the page — the counter updates on load.
- Check the payment went through in your bank or UPI app.
- If the payment is confirmed and nothing has arrived, email us the Razorpay payment reference at support@umola.app and we'll sort it out.
I accidentally undid my whole build with Ctrl+Z.
Press Ctrl+Y or Ctrl+Shift+Z to redo. Umola keeps up to 80 steps of history, so you can step back through them without losing anything permanently, as long as you haven't closed or refreshed the studio.
My thumbnail was rejected or is stuck as 'pending'.
Thumbnails are automatically screened before they go public. An image that the checker isn't confident about is held for a person to look at, which usually takes a few hours. A rejected image broke a rule — try a different one.
Something I published has been restricted.
We'll have sent you a message saying what and why. If you think the decision was wrong, write to support@umola.app and a person will look at it again. We do get these wrong sometimes.
I can't sign in, or I've lost access to my account.
If you signed in with Google, make sure you’re using the same Google account as before. For email sign-in, try Forgot password first. If that doesn’t help, email us at support@umola.app from the address on the account and we’ll get you back in.
I want to delete my account and all my data.
Email support@umola.app from the address on your account and ask. We’ll remove your account, your work and your personal data. We have to keep purchase records as long as the law requires, but everything else goes. No justification needed.
AI Tokens and Export Credits
If something went wrong with a purchase or a charge, the pricing page explains how both currencies work. The short version:
- AI Tokens pay for building. A build that fails or produces something unusable is not charged.
- Export Credits pay for exporting a playable file. An export that fails on our end is not charged.
- They don’t convert into each other. Buying one doesn’t change the other.
If you were charged for something you shouldn’t have been, or if you need a refund, email support@umola.app with your payment reference. The full refund policy is in the terms.
Reporting something that shouldn't be here
If you come across a game or world that breaks our rules — harmful content, stolen work, impersonation, malware — report it by emailing support@umola.app with a link to the content and a brief description of the problem.
We act on reports, and we take intimate images and impersonation (including AI-generated likenesses) especially seriously — those are dealt with within 24 hours.
If your own work has been copied without permission, the same address is the right place. Include what you own, how you know it’s yours, and a link to the copy.
Privacy and your data
The full picture is in the Privacy Policy.
Still stuck?
Email support@umola.app and describe what you were doing, what you expected, and what happened instead. A screenshot helps enormously. We reply within 1–2 days.
Response times may vary. Urgent content issues — harmful material, intimate images — are the exception and are dealt as soon as possible.