Frequently Asked Questions
How do I contact support?
Email support@mockit.ai or use www.mockit.ai/support. Expect a response withing 24 hours.
Do you use analytics or cookies?
Yes—GA4, Meta Pixel, and Microsoft Clarity with cookie opt-in.
How do I request data deletion?
Email support@mockit.ai.
How long do you keep my data?
Uploads: up to 6 months. Generated images: stored indefinitely. Billing data: kept until you request deletion.
How do I report infringing or harmful content?
Email support@mockit.ai with the URL, description, and your contact details.
Can I use images in ads and online stores?
Yes—commercial use is permitted.
Who owns the outputs?
You can use the generated images via our commercial license (subject to applicable laws and platform rules).
What content is not allowed?
No nudity, no children, no hate speech or hate symbols, no harassment, and no illegal content.
Any specific device requirements?
No special specs—use a modern desktop browser (Chrome recommended).
Do you have a mobile version?
Not yet—mobile is coming soon. Please use a desktop browser in the meantime.
Why do I see “Generation failed” or “Out of credits”?
Re-try failed jobs and verify credits. If credits were consumed without an image, contact support@mockit.ai with job details.
The app feels slow or laggy—what can I do?
Update your browser, close heavy tabs/extensions, and ensure a stable connection. If the canvas becomes unresponsive, clear cache and retry.
What browser works best?
Chrome is recommended for best results.
How do I keep the same model/scene across a series?
Reuse the same prompt settings across your images.
How can I match garment colors and fabrics?
Use a consistent Clothing Color and keep lighting/photography settings consistent across your set.
What resolution do exports use?
- Square – 1024×1024 pixels
- Portrait – 1024×1536 pixels
- Landscape – 1536×1024 pixels
Which download formats are available?
All current downloads are PNGs (more formats coming soon).
How do I download my mockup?
Click Download in the toolbar while your final scene is on the canvas.
How do I move/resize/rotate precisely?
Use the on-canvas bounding box.
My upload failed—what can I try?
Reduce dimensions or compress the file; export as PNG/JPG; rename and re-upload. Still failing? Email support@mockit.ai.
How do I prep my artwork for best results?
Use high-quality source art sized for your chosen preset; prefer PNG with transparency when you don’t want a background box.
Which file types and sizes are supported?
PNG or JPG, up to 25 MB per file.
A generation failed or timed out—what next?
Retry the job, simplify/clarify the prompt, and confirm you have credits. If credits were consumed without a result, contact support@mockit.ai
My credits look wrong—what should I do?
Refresh the page and check your credits in the toolbar. Still off? Email support@mockit.ai with your account email.
Do unused credits roll over?
No—credits don’t roll over.
When do credits refresh?
Monthly on your subscription start date.
Can I pause my subscription?
Unfortunately at this time pausing isn’t supported.
When does cancellation take effect?
At the end of the current billing cycle.
What’s your refund policy?
You can read the refund policy in full here.
Where do I apply a promo code?
At checkout.
Do you prorate plan changes?
Yes—upgrades/downgrades are automatically prorated.
When am I billed?
Monthly on your original start date.
How do I delete my account?
Request deletion emailing support@mockit.ai.
How do I reset my password?
Use Forgot password on the login page
I didn’t get my verification email—what now?
Check spam/junk, then resend from the sign-in screen. Still missing? Email support@mockit.ai.
Where’s the glossary of terms?
See our Glossary of Terms here.
Where do I start?
Choose an image size → set Prompt Builder options → Generate → Upload artwork (PNG/JPG ≤ 25 MB) → position → Download (PNG).
Which image size should I choose?
Pick from Square, Portrait, or Landscape based on where you’ll use it.
What’s the difference between an “image” and a “mockup”?
“Image” is the AI-generated model scene. “Mockup” is that scene with your artwork placed on the garment.