Help centre
Quen AI Support
Support for Quen AI on iPhone, iPad and Android · Last updated 28 August 2026
Talk to a human
Every message is read and answered by the team that builds Quen AI. You do not need an account to write to us, and there is no ticket system to sign up for.
Typical reply: within 1 business day, and always within 2 business days (Monday to Friday, Central European Time). Support is provided in English.
1. Contact us
Email contact@quenai.app for anything at all: a bug, a question about billing, a data request, a feature idea, or content you believe should not have been generated. We answer every email we receive.
What to include
You can write to us with nothing but a description of the problem, but the following details usually let us solve it in the first reply:
- Your device and OS version - for example "iPhone 14, iOS 18.4" or "Pixel 8, Android 15".
- The email address on your Quen AI account, if the problem concerns your account, so we can look it up.
- What you did and what happened - the screen you were on, what you tapped, and the exact error message if one appeared.
- A screenshot or screen recording, when the problem is visual.
- For billing questions: which plan you bought and roughly when. Please do not send us receipt numbers, card details or your password - we never need them.
Please do not include passwords or payment card numbers in your message. We will never ask you for your password.
2. Getting started
Quen AI is an AI assistant you chat with. Ask a question, and the model answers; it can also search the web for current information, run a longer Deep Research pass over several sources, and edit images you provide.
- Install Quen AI from the App Store on iPhone or iPad, or from Google Play on Android.
- Create a free account with an email address and password, with Google, or with Sign in with Apple.
- Type your first message. That is the whole setup.
- Optional: open Settings → Personalization to tell Quen AI your name, what you do and the tone you prefer, so answers come back in the style you want.
Useful screens: Settings → Visual Options for theme, font size and app language; Settings → Safety for link warnings and content reporting; Settings → Account for your password and account deletion.
3. Account and sign-in
Sign-in methods
You can sign in with an email address and password, with Google, or with Sign in with Apple. Use the same method every time: signing in with Google and later with an email address creates two separate accounts, and chats do not move between them.
Forgotten password
On the sign-in screen tap Forgot password? and enter your email address. We send a reset code if an account with that address exists. If the code does not arrive within a few minutes, check your spam folder and confirm you typed the address you registered with. Accounts created with Google or Apple have no Quen AI password - sign in with that provider instead.
Changing your password
Go to Settings → Account and enter your current password followed by the new one. If you signed in with Google or Apple, manage the password in your Google Account or at appleid.apple.com.
Locked out or compromised account
Write to contact@quenai.app from the address on the account and tell us what is happening. If you believe someone else has access, say so in the subject line and we will treat it as urgent.
4. Subscription, billing and refunds
Quen AI is free to use. Quen AI Premium is an optional auto-renewable subscription that removes the daily message limit, unlocks the premium models, adds Deep Research, removes ads and raises the daily allowance for AI image editing.
4.1 Plans
| Plan | Renews | Price (USD) | Free trial |
|---|---|---|---|
| Weekly | Every week | 4.99 | None |
| Monthly | Every month | 9.99 | 3 days |
| Annual | Every 12 months | 59.99 | 3 days |
All plans include the same Premium features; only the billing period differs. The price you actually pay is the one shown in the app and confirmed at checkout in your local currency, including local taxes, so it may differ from the figures above. Trials are offered to eligible new subscribers only, generally once per Apple ID or Google account.
4.2 Manage or cancel
Your subscription is billed by Apple or Google, not by us, so it is managed in your store account:
iPhone or iPad: iOS Settings → [your name] → Subscriptions → Quen AI → Cancel Subscription
Android: Google Play → profile icon → Payments & subscriptions → Subscriptions → Quen AI → Cancel
Cancelling stops the next renewal and you keep Premium until the end of the period you have already paid for. To avoid being charged again, cancel at least 24 hours before the current period or free trial ends.
Important: deleting the app, or deleting your Quen AI account, does not cancel the subscription. It keeps renewing until you cancel it in the store.
4.3 I paid but Premium is not active
Open Settings → Restore purchases while signed in to the same account and the same Apple ID or Google account you bought with. This re-checks your purchase with the store and re-applies Premium. If it still does not appear, make sure you are signed in to the store account that made the purchase, then email contact@quenai.app and we will fix it manually.
4.4 Refunds
Purchases are processed by Apple and Google as sellers of record, so refunds are handled by them, not by us - we have no way to issue one ourselves. Request a refund here:
- App Store: reportaproblem.apple.com (see Apple's refund guide).
- Google Play: Google Play refund request.
If the store asks for information about the purchase, or you think you were charged in error, write to contact@quenai.app - we will confirm in writing what we can see on our side so you can pass it on.
5. Messages, models and limits
| Free | Premium | |
|---|---|---|
| Daily messages | 10 per day | Unlimited |
| AI image editing | 2 per day | 10 per day |
| Models | Standard model | Early access to smarter models |
| Deep Research | Not included | Included |
| Ads | Occasional ads | Ad-free |
The exact allowances shown on the subscription screen inside the app at the moment of purchase are the ones that apply to you. Daily limits reset on a rolling 24-hour basis; the app shows a countdown when you reach one.
About AI answers: Quen AI generates text with a language model. It can be wrong, out of date, or confidently invent details. Check anything important before relying on it, and never treat its output as medical, legal or financial advice.
6. Common problems and fixes
Most reports we receive fall into the cases below. If none of them matches, email contact@quenai.app and describe what you see.
The app will not open, or closes immediately
Force-close the app and reopen it, then restart the device. If it still fails, reinstall the app from the store - your chats live on your account, not on the device, so signing back in restores them. Reinstalling does not cancel a subscription; use Settings → Restore purchases afterwards.
Sign-in with Google or Apple fails
Check that the device has a working connection, then make sure you are signed in to the provider on the device itself (iOS Settings, or the Google account on Android). If a "Google Play Services not available" message appears on Android, update Google Play Services from the Play Store. Corporate or school accounts with restrictions sometimes block third-party sign-in; try an email and password account instead.
The password reset code never arrives
Wait a few minutes and check the spam or promotions folder. Confirm the address is exactly the one you registered with - for privacy reasons the app shows the same confirmation whether or not an account exists. If the account was created with Google or Apple there is no password to reset; use that provider to sign in.
Premium is missing after a purchase or a new phone
Sign in to the same Quen AI account, then tap Settings → Restore purchases. Confirm the device is signed in to the Apple ID or Google account that made the purchase - Premium follows that store account. If the restore reports no active purchase and the store shows the subscription as active, send us the account email at contact@quenai.app.
Answers stop halfway, or an error appears while generating
This is usually the connection dropping mid-answer. Switch between Wi-Fi and mobile data, or move somewhere with better signal, and resend the message. VPNs, captive Wi-Fi portals and strict corporate firewalls can also interrupt the stream. If it happens repeatedly on a good connection, tell us the time it happened and roughly what you asked, and we will check our logs.
Web search or Deep Research is unavailable
Deep Research is a Premium feature. If you are on Premium and it is still greyed out, restore your purchase as described above. Web search needs an active internet connection at the moment you send the message.
The app is in the wrong language
Quen AI follows your device language and supports more than 50 languages. To override it, go to Settings → Visual Options → Language, pick a language and save your preferences. You can also simply write to the assistant in the language you want the answers in.
A chat or an attachment is missing
Check that you are signed in to the right account - accounts created with different sign-in methods do not share history. Deleted accounts and deleted chats cannot be recovered; deletion is permanent by design.
7. Report content or a safety concern
If Quen AI produces something offensive, harmful or otherwise inappropriate, please report it. There are two ways:
- In the app: Settings → Safety → Report offensive content. Tell us where you found it, what type of content it was and what happened. Reporting works even if you are signed out.
- By email: contact@quenai.app with "Content report" in the subject.
We review content reports within 24 hours and act on them - which can include adjusting our safety filters and, where our terms have been broken, suspending the account responsible. If a report concerns a risk to someone's safety, contact your local emergency services first; we cannot provide emergency assistance.
Suspected security vulnerabilities are welcome too: write to contact@quenai.app with the details and we will get back to you.
8. Your data and privacy
Deleting your account
You can delete your account yourself, at any time, without contacting us: Settings → Account → Delete account. You confirm with your password and by typing DELETE. This permanently removes your account together with your saved chats, projects and attachments, and cannot be undone. Remember to cancel an active subscription in the App Store or Google Play first - deleting the account does not stop billing.
Access, correction and export
To ask for a copy of your data, a correction, or deletion of something specific, email contact@quenai.app from the address on your account. We respond within one month, as required by the GDPR.
Policies
- iOS: Privacy Policy and Terms of Service.
- Android: Privacy Policy and Terms of Service.
9. Requirements and availability
- iPhone, iPad and Android. The minimum OS version for the current release is listed on the app's App Store and Google Play pages; older devices below it cannot install the app.
- Internet connection required. Answers are generated on our servers, so the app does not work offline.
- Age rating: Quen AI is not intended for children under 13.
- Languages: the interface is available in more than 50 languages; support correspondence is in English.
We recommend keeping the app updated - fixes ship regularly, and the newest build is often the fastest answer to a problem.
10. Developer and legal information
Quen AI is developed and operated by the Quen AI team. For all enquiries - support, privacy, legal or press - the contact point is:
contact@quenai.app
Website: www.quenai.app. Apple is not responsible for Quen AI or its content; support for the app is provided by us alone, through the channels on this page.
Still stuck?
Send us the details and we will take it from there. Every email reaches the people who build the app.
Email contact@quenai.app