Sometimes the processing time can be increased due to high demand.
If the generation process is still active, force close Prequel (swipe it up) and load the app again.
If the process is not displayed at all:
- Check that you’re using the correct Apple or Google account on App Store/Google Play and in Prequel.
- Restore purchases by using a special button in Prequel Settings menu.
- Try to upload your photos and to start the process again. Payment window should not be shown to you.
If the coins were withdrawn from your balance, but you cannot start the editing process, please get in touch with (Settings -> Send feedback). Describe the situation as detailed as possible and attach a screenshot of the Store's receipt. It must show the transaction date, price and the transaction ID (for Google Play: GPA.Number).
Please note, we cannot use bank receipts or notifications alerts to review your case. We can only process store receipts.