Support
Last updated 5 November 2026
The short version
- Write to [email protected] from the email you sign in with, and say what you were doing when it went wrong.
- On iPhone and iPad, Restore purchases is in Settings, under Plan.
- To cancel, use Cancel plan in Dray's Settings, under Plan. A plan bought through the App Store is cancelled in your Apple account.
- You can delete your account yourself, in Settings under Privacy, on every device.
Signing in
Dray signs you in with a 6-digit code it emails you. There's no password.
- The code works for 5 minutes. If it has run out, ask for a new one.
- If no email arrives, look in your spam or junk folder, then check the address you typed.
- If you can't get into your email any more, write to [email protected].
Plans, credits and purchases
- On iPhone and iPad you buy through the App Store. If you bought on another device or another Apple account, open Settings, then Plan, and choose Restore purchases.
- On the Mac and on the web you pay through Stripe. Card and receipts, in Settings under Plan, opens Stripe's page for your card and receipts.
- Credits you buy never expire. Before a movie starts, Dray shows the exact number of credits it will use. If the movie fails, the credits held for it come back.
Cancelling a plan
- Bought on iPhone or iPad: open the Settings app, tap your name, then Subscriptions, then Dray. Or, in Dray, open Settings, then Plan, and choose Manage.
- Bought on the Mac or the web: in Dray, open Settings, then Plan, and choose Cancel plan.
Your plan stays on until the end of the period you paid for.
Refunds
- App Store purchases: Apple decides refunds. In Dray on iPhone or iPad, open Settings, then Plan, and choose Request a refund, or go to reportaproblem.apple.com.
- Mac and web purchases: write to [email protected] and tell us what happened. If we refund a credit pack, the credits left from that pack are removed.
Deleting your account
- On the Mac, iPhone or iPad: open Settings, then Privacy, and choose Delete my account.
- On the web: open usedray.com/visualize, sign in, open Your library and choose Delete my account.
Deleting your account cancels a Mac or web plan first. A plan bought through the App Store keeps running until you cancel it in your Apple account. The privacy policy says what is deleted and when.
Shared movies
A movie you share is a usedray.com/v/… link. Anyone who has the link can watch it, and ask its chat a few questions.
If a shared movie uses your work without permission, tell us.
What you need
- iPhone or iPad with iOS 17 or iPadOS 17, or later.
- A Mac with Apple silicon (M1 or later).
- Or a current browser, at usedray.com/web.
A security problem
If you've found a way into data that isn't yours, see how to report it.