Support
How can we help?
Support: onasupport@gmail.com
Privacy requests: onasupport@gmail.com
Billing requests: onasupport@gmail.com
Telephone: +421 949 135 549
Expected response time: within 48 hours. We do not offer 24/7 support.
1. Getting started
- Create an account with Google, Apple or an email magic link.
- Open your Profile page and save a clear personal photo (up to 3 saved).
- Go to Try-on, pick which of your saved photos to use.
- Upload 1–3 screenshots of the same clothing item.
- Review the detected garments and select the ones you want to try.
- Generate your try-on. Saved results appear in My Looks.
2. Best photo practices
- Clear, even lighting.
- The relevant body area is fully visible.
- Minimal obstruction (no bags, jackets or hands in the way).
- Limit heavy filters.
- No extreme cropping.
- Natural pose — a mirror selfie works well.
- Use the original-resolution image where possible.
3. Product screenshot practices
- 1–3 screenshots of the same garment.
- Different angles help.
- Garment shape and details clearly visible.
- Avoid unrelated garments in the same screenshot where possible.
- Avoid heavy interface obstruction (banners, cookie prompts).
- Avoid heavily compressed screenshots.
4. Add another item
When you choose Add another item on a saved look, ONA creates a new outfit version using your original personal photo, every garment already saved in that look, and the newly selected garment. Your previous version stays exactly as it is.
5. Generation times
A try-on may take up to a minute, and longer during high demand. ONA carefully analyses the clothing, applies the selected items and checks the final result.
6. Try-on deductions
- Successful result — one try-on deducted.
- Failed result — no deduction.
- Included automatic retry — no additional deduction.
- New outfit version — one deduction after success.
- Manual regeneration — one deduction after success.
7. Generation problems
If a try-on looks off, common causes include:
- Missing garments or incomplete garment details
- Altered footwear or accessories
- Incorrect colour
- Wrong fit or changed body shape
- Failed generation or stuck processing
When contacting us, please include:
- Your account email
- The approximate generation time
- The garment type
- A short description of the issue
Never send us passwords, magic-link codes, full payment-card numbers or card security codes.
8. Account and privacy
- Delete a saved photo from your Profile page.
- Delete an individual look from My Looks.
- Delete your account from your Profile page.
- Request a copy of your personal data by email.
- Submit any other privacy request to onasupport@gmail.com.
9. Subscription and billing
- Manage subscription (open the billing portal from your account)
- Cancel your subscription at any time — access continues until the end of the paid period.
- View your billing history in the Stripe billing portal.
- Request billing help by emailing onasupport@gmail.com.
- Report an unauthorised charge — we will investigate.
- Request a refund review — see our Refund and Cancellation Policy.
10. Safety reports
Report any of the following by email to onasupport@gmail.com:
- Non-consensual use of a photograph
- Impersonation
- Photographs of minors
- Copyright or trademark concerns
- Illegal or abusive content
- Security vulnerabilities
11. FAQ
What is ONA?+
ONA is an AI virtual try-on for online fashion. You upload a personal photo and screenshots of a clothing item, and ONA generates a preview of how the item might look on you.
Does ONA provide exact sizing?+
No. ONA is a visual preview only. Always check the retailer's sizing and return policy before ordering.
How many personal photos can I save?+
Up to 3. You choose which one to use for each try-on.
How many screenshots should I upload?+
1 to 3 screenshots of the same garment. Multiple angles help.
Can I select multiple garments?+
Yes. You can select up to 3 detected garments and try the full outfit.
How does Add another item work?+
It creates a new outfit version using your original photo, all garments already in that look, and the newly selected garment. The previous version is preserved.
Why does generation take time?+
ONA analyses the clothing, applies the selected items and checks the final result. During high demand, this may take a bit longer.
What happens when generation fails?+
No try-on is deducted. You can try again.
Does the automatic retry use another try-on?+
No. One automatic correction retry is included and does not consume an additional try-on.
Why might the result differ from the real garment?+
AI-generated images are approximations. Colour, texture, fabric behaviour, proportions and small details may vary.
Why was my footwear changed?+
ONA preserves original footwear unless the garment you selected is itself shoes or explicitly covers the feet. If footwear was unexpectedly changed, please contact support.
How do I delete a photo?+
Open Profile → tap Delete under the photo.
How do I delete a look?+
Open My Looks → tap Delete on the look you want to remove.
How do I delete my account?+
From your Profile page, or by emailing onasupport@gmail.com.
How do I cancel my subscription?+
From your account or the Stripe billing portal. Access continues until the end of the current paid period.
What happens to unused monthly try-ons?+
They roll over for one additional billing month, up to twice your normal monthly allowance. On cancellation, unused subscription try-ons expire at the end of the paid period.
Do purchased try-ons expire?+
Purchased top-up try-ons do not expire unless a different expiry is clearly disclosed before purchase.
How do I request a refund?+
Email onasupport@gmail.com with your account email and details. See the Refund and Cancellation Policy.
How are my photos processed?+
Your images are sent to our contracted AI, hosting and storage providers to generate the try-on. See the Privacy Policy.
Are my photos used for training?+
No. ONA does not use customer images for advertising, demonstrations or model training without your separate, explicit consent.
Can I upload another person's photo?+
Only with that person's clear permission. Never upload intimate, exploitative or non-consensual images.
Can I upload a photo of a minor?+
No. ONA is intended only for users aged 18 or older, and you must not upload photos of anyone under 18.
See also: Privacy · Terms · Cookies · Refunds & Cancellation