SKORAISkorAI← skorai.my

Support

Stuck on something? Most questions are answered below. If you don’t see yours, email support@skorai.my and we’ll reply within one business day (Kuala Lumpur time).

Contact us

The fastest way to reach a human on the team is email. Include your account email, the device you’re on (e.g. iPhone 13, Pixel 7), and a screenshot if you can — it cuts the back-and-forth in half.

General help

Bugs, feature requests, anything that doesn't fit the categories below.

support@skorai.my

Billing & refunds

Failed charges, double-charges, refund requests, switching plans.

support@skorai.my

AI grading

Marks that look wrong, photos that won't upload, missing feedback.

support@skorai.my

Privacy & data

Export your data, ask what we have, or delete your account.

support@skorai.my

Operated from Kuala Lumpur, Malaysia. We are a small team — please be kind. Office hours: Mon–Fri, 9am–6pm MYT.

Account & sign-in

+I can't get the magic-link email.
Check the spam folder first; sometimes Gmail tucks it under “Promotions”. The link expires after 15 minutes — request a new one if you wait too long. Still no luck? Email us with the address you signed up with and we’ll dig into the auth logs.
+I want to change my email address.
We don’t expose this in-app yet. Email support@skorai.my from the address currently on the account and tell us the new one. We’ll move your data over within 48 hours.
+I want to delete my account.
Open Settings → Delete account in the app. That wipes your profile, wallet, XP, league standing, lesson history, and uploaded photos. If you’ve already uninstalled, follow the steps on our delete account page.

Billing & subscriptions

+I was charged after I cancelled.
Subscriptions renew automatically until you cancel. To stop the next charge you have to cancel at least 24 hours before the renewal date in your App Store / Google Play subscription settings, not just inside SkorAI. Already charged? Apple and Google handle refunds:
+I bought diamonds but they didn't arrive.
Force-quit the app and reopen it — diamonds reconcile on the next launch. If they’re still missing after 5 minutes, send the receipt (or order ID) to support@skorai.my and we’ll credit you manually.
+How do I switch between Monthly and Annual?
Apple and Google handle plan changes inside their subscription settings. On iOS: Settings → Apple ID → Subscriptions → SkorAI. On Android: Play Store → Subscriptions → SkorAI. Pick the new plan; the change takes effect at the next renewal.

AI grading

+The grader gave me the wrong marks.
AI markers approximate the SPM skema and will sometimes over- or under-mark a script — especially if the handwriting is messy or the photo is blurry. Try retaking the photo with better lighting and a clear page edge. If it’s still off, email support@skorai.my with the question, your answer, and the marks awarded — we’ll review.
+The photo upload keeps failing.
Two things to check: (1) you have at least one bar of data / Wi-Fi, and (2) the photo is under ~10 MB. Try again on Wi-Fi. If it persists, kill the app, reopen, and try a single page at a time.
+Are my photos deleted after grading?
Yes. Submitted photos are kept long enough to grade and audit, then automatically purged on a rolling schedule (typically up to 30 days). Full details in our Privacy Policy.

Ads & rewarded video

+The rewarded ad won't load.
Rewarded ads come from Google AdMob. If no ad is available right now, AdMob returns nothing and we can’t force one to play. Try again in a few minutes. If you see this often on a specific device, let us know which one — we’ll check the AdMob fill rate for your region.
+I'm a Super SkorAI subscriber but I still see ads.
You shouldn’t. Force-quit the app and reopen — premium status reconciles on launch. If you’re still seeing the “Watch a short ad” row, send your account email to support@skorai.my and we’ll fix the entitlement.