Our help center has moved. Read the current guide at docs.mochi.tv. For an existing support request, keep replying in the same conversation.
If work is missing or overwritten, stop changing the affected item and ask for review in this conversation. Do not reset, delete, reinstall or pay to regenerate it as a recovery attempt. Tell us what is missing and the series, episode or character it belonged to. Screenshots and the last time you saw it are helpful but optional.
Character designs and paid looks
The October 9 update preserves earlier looks when a character is redrawn and adds saved character versions. In the character’s Edit sheet, look under Looks → Versions for an earlier recorded design. Restore is available only for saved versions; drawings made before version recording began may not be there.
Looks drawn for an earlier character version are kept with that version. Restoring a recorded version can bring its looks back into use. A redraw is not a way to recover missing original artwork. Community-cast characters and a character currently being drawn may not offer version restoration.
A deleted series
Open Create → Recently deleted and check for the series. Eligible deletions can be restored for 30 days using Restore. Older deletions and discarded setup drafts may not qualify. If it is missing or restoration fails, the team needs to review it; the update does not guarantee historical recovery.
An unfinished episode or wrong scene
Check the intended series and episode without switching accounts. Open an unfinished episode’s own row to return to its draft. The update improves draft routing and correction targeting, but a report of genuinely lost or overwritten work still needs review.
An earlier scene take
If a different take is showing, open that scene’s Versions and review available earlier renders. Scene versions are separate from character versions and Recently Deleted. They do not guarantee recovery of a missing character or deleted episode.
Help us preserve the right work
Tell us if you created new work after the problem, or if a previous repair reverted. Reuse the same support conversation and any details already supplied. A team member can check what is available; recovery, Gem adjustments and timing cannot be promised before that review.