Help centre
Answers to the questions we get most, and a real person at the end of an email if none of them fit.
API documentation
Endpoints, authentication, rate limits and code samples.
Check current status
Live checks against the database, storage and the upscale engine.
Common questions
My upscale failed. Was I charged?
No. Credits are reserved when a job starts and only settle when it succeeds. A failed or cancelled job releases its reservation automatically. You can see this in Credit activity on the Billing page.
What do the output sizes mean?
They are multipliers, not fixed resolutions: 4x returns an image four times the size of the original on each dimension. Sizes run from 2x to 4x. A 2x job costs one credit and a 4x job costs three, because the work scales with the output.
Which image formats can I upload?
JPEG, PNG, WebP and AVIF. The maximum file size depends on your plan and is shown on the upload screen.
My subscription ended. Can I still use my credits?
Yes. Credits already granted stay on your account and do not expire when a subscription lapses. You can also buy one-off credit packs at any time without subscribing again.
I lost my two-factor device.
Use one of the backup codes shown when you turned two-factor on. Each works once. If you have neither the device nor a code, email us from the address on the account and we will verify ownership before helping.
How do I delete my account and data?
Settings has a delete option that removes your account, job history and every stored image. It cannot be undone, and remaining credits are not refunded.
Still stuck?
Send it here rather than by email — it goes straight into our queue with a reference and a reply date, so it cannot get lost. If it is about a specific job, include its id from the History page.
Prefer email? privacy@deepsoch.ai still reaches us — it just takes us longer to spot.