Billing, logins, store builds, Avatar IQ, products and ads. If you cannot find what you need here, we are one email away.
Charges, trials, cancellations, refunds and receipts.
Email support@skup.net from the address on your account and tell us which subscription you would like to cancel. We will cancel it and confirm in writing that no further charges will be taken.
If you have more than one subscription with us, name the one you want cancelled. Cancelling Avatar IQ does not cancel an Incubator membership, and vice versa — they are billed separately. If you want everything cancelled, say so and we will handle all of them at once.
The most common answer by far is your Avatar IQ subscription renewing after the free trial ended. Avatar IQ is included free for the first three months with the Apparel Cloning System. After that it continues automatically as a paid monthly subscription unless it is cancelled.
If that does not match what you are seeing, email support@skup.net with the amount, the date, and the email address the charge is linked to. If the charge was made under a different email address than the one you normally use, please send that one instead — it is the fastest way for us to find it.
Yes, completely. Avatar IQ is included free for three months with the Apparel Cloning System, and continued access afterwards is optional. Cancel any time before the trial ends and you will not be charged.
Your course access is separate and is never affected by cancelling Avatar IQ.
Email support@skup.net from the address on your account. Once processed, refunds usually appear on your statement within three to five business days, depending on your bank.
Done-For-You store builds have a 30-day refund window. Other products may have different terms depending on what you purchased — just ask and we will tell you exactly where you stand.
One thing worth knowing before you ask: a refund also removes the access it paid for, and will stop a store build that is already underway. If you are mid-build, tell us and we will talk it through first.
Do not re-run the original payment — ask us for a fresh checkout link instead. Email support@skup.net saying which product you were buying and we will send a working link.
If your bank flagged the payment as unusual, approving it with them first and then using the new link normally clears it. We can also send an invoice you can pay by debit or credit card if that is easier.
Yes. Email support@skup.net with the email address on your account and roughly when the payment was made, and we will send it over.
If you cannot find a receipt in your inbox at all, it is often because of a typo in the email address used at checkout. Mention that as a possibility and we will search for near-matches.
Email support@skup.net and we will help you switch the payment method over.
Please do not send card numbers by email. We will never ask you for them — we will send a secure link or invoice instead.
Some of our courses offer an optional Done-For-You store upgrade at checkout. Selecting it processes a second, separate charge, which is easy to miss if you move through checkout quickly.
If that is not what happened, send us the amounts and dates and we will investigate. If a charge was genuinely taken in error, we refund it.
Yes. The Incubator is a commitment-based programme and involves a contract, because the coaching and resources behind it depend on sustained investment from our side.
The terms are explained in full on your call before you join, so ask anything you are unsure about at that stage.
Login links, passwords, and getting into what you bought.
Always sign in with the same email address you used at checkout. Signing in with a different address is the single most common reason an account looks empty or missing.
Work through these in order — the first one fixes most cases:
If none of that works, email support@skup.net with a screenshot of what you are seeing and we will send you a direct link.
Usually the account exists but the password was never set, so the signup is incomplete. Email support@skup.net and we will send you a personal setup link that finishes the account in one click.
Once it is set up, log in at avatariq.ai/user/login.
This means an Avatar IQ subscription lapsed — usually because the free trial ended and was not renewed. Your data is still there.
Subscribe again using the same email address as before and your account comes back as it was. Email support@skup.net if you would like us to send the right link.
First, search your inbox for “Skup community”. The invitation is easy to scroll past and often lands in Promotions or Spam rather than your main inbox.
If it genuinely is not there, email support@skup.net and we will resend it. Mention the address you purchased with so we can check it against our records.
Use the password reset link on the login page for whichever product you are trying to reach — the courses, Avatar IQ, or Sophia all have one.
If the reset email does not arrive within a few minutes, check Spam and Promotions, then contact us.
Nearly always this is a different email address at checkout than the one you are signing in with — including small typos. We have seen a single transposed letter hide someone’s entire purchase.
Email support@skup.net with a screenshot of your purchase confirmation or the line from your bank statement, and we will track it down and attach it to the right account.
Generally yes, though some older programmes have been retired as their content aged out. If a course you bought is no longer available, contact us — in the past we have granted access to a current equivalent instead.
You are in. Here is exactly where to begin.
Start with the 72-hour Fast Start inside your courses. It exists precisely so you do not have to decide what to watch first — it walks you through the exact opening sequence.
Do that before anything else, even if you have already had a store built for you. It is the shortest path from “logged in” to “doing the work.”
72-hour Fast Start first, then work through your main course in order. Resist jumping around — the sequence is deliberate, and most of the confusion we see comes from people starting in the middle.
If you are still unsure what to prioritise, bring it to a group call. That is the fastest way to get pointed at the right module for where you actually are.
A completed build still leaves a few jobs only you can do, because they depend on your own preferences:
Those appear when a featured collection has no products in it yet. Nothing is broken — as soon as you add products to that collection, your real product images replace them automatically.
Pick one specific niche you genuinely understand or can immerse yourself in, and focus entirely on creating for that audience first. You can always expand later once it is working.
Spreading across several niches at the start is the most common early mistake — it makes your designs generic and your ads expensive. If you want a second opinion on a niche you are considering, bring it to a group call.
Either works, and many students run both side by side. The strategies in the programmes apply to both platforms.
Yes. We can work with an existing store and bring it up to standard rather than starting from scratch, which usually saves time. Contact us and we will send you the onboarding form.
The AI apps: access, credits, designs and image quality.
Avatar IQ is our suite of AI apps for creating designs and store assets. Log in at avatariq.ai/user/login or go straight to avatariq.ai/apps, using the email address you checked out with.
Every app has its own built-in tutorial. Open any app from the portal and click the Tutorial button at the bottom of the screen for a walkthrough of exactly what that app does.
There are also step-by-step tutorials at sophia.skup.net/tutorials, including setting up your Gelato integration.
Credits are what the apps run on — each time you use one of the tools, it spends one credit.
To check your balance, click your account profile in the top-right corner of Avatar IQ.
If you were promised credits as part of a programme and cannot see them, email support@skup.net — credits are sometimes added manually, and we can check and top up your account.
Not quite, and this is worth understanding because it changes how you use it. The T-Shirt Design app is a cloning tool, not a text-to-image generator. It works from proven, already-winning designs rather than from a blank prompt.
That is deliberate — the whole method is built on starting from what is already selling instead of guessing.
No — you can safely ignore that warning. It is one of the most common questions we get, and the short answer is that the files are fine.
We use these exact same files ourselves for our own products. The warning is the platform being cautious, not an indication that your print will come out blurry.
AI handles simpler designs far more reliably than complex ones — the more elements you ask it to juggle, the more likely something comes out wrong, text especially.
Two things help: simplify the design, and try the newer design app version if one is available in your portal. You can also ask for the image without text and add the text yourself.
Sophia is a companion tool with its own login and its own tutorial library at sophia.skup.net/tutorials. If you have access but have never set a password, contact us and we will send you a setup link.
Sometimes, but Amazon actively blocks automated review scraping, so it can stop working at any point — that is Amazon’s protection, not a fault in the app.
Also worth knowing: you generally need permission before reusing someone else’s review content commercially.
How a build works, what we need, and how long it takes.
The two things that hold builds up are almost always the same two: an incorrect store URL, or a collaborator request that was never accepted.
From the moment you accept our collaborator request in Shopify, a store setup is generally completed within 48 business hours.
Business hours means the clock pauses at weekends. If you accept on a Friday afternoon, expect it early the following week.
In your Shopify admin, go to Settings → Users and permissions and scroll to the Collaborators section. There is a four-digit code there, or you can generate one.
Send that code together with your store URL. If you are unsure you have the right URL, send a screenshot of your browser address bar rather than typing it out — mistyped URLs are our single most common delay.
Codes are regenerated and can go stale, and it is easy to copy a neighbouring number by mistake. Go back to Settings → Users and permissions → Collaborators, generate a fresh code, and send us that one.
Go to Settings → Users and permissions and scroll to Collaborators. Click our name and a page opens with the option to accept.
If you cannot see that section at all, send us a screenshot of your permissions page and we will point out exactly where to click.
Yes. Start your Shopify free trial at skup.net/shopify before we can build anything.
Your Shopify subscription is billed by Shopify directly, separately from anything you buy from us. We have no access to their billing, so any question about your Shopify plan needs to go to them.
No. The Done-For-You store build is a separate purchase. Email support@skup.net if you would like one and we will send the current link.
Yes — email support@skup.net with what you would like changed. Straightforward edits like banners, logos, colours and menus go to the build team. Anything needing custom code is quoted first so you can approve it before work starts.
Honest advice: resist redesigning everything before you have made a sale. The banner your store ships with was built to convert, and getting products live matters more than perfecting the layout.
Yes. If you change your mind about which store to use, contact us and we will send the onboarding form again so you can submit the new store details.
Banners, logos, menus, collections, product pages and custom work.
In your Shopify admin, go to Online Store → Themes and click Customize. That opens the visual editor where you can change sections, images and text.
Changes are not live until you press Save — the button appears once you have edited something.
Usually the collection exists but has not been featured on the homepage yet. In Shopify admin: Online Store → Customize, then set the Featured Collection section to point at your collection.
While you are there, remove any leftover empty sections and tidy your menu items — those two things account for most “my store looks unfinished” messages.
In Shopify admin go to Products, open the product, and reorder its images. Whichever image is first becomes the main one shown on your store.
This applies to products synced from Gelato too — you can always reorder them on the Shopify side afterwards.
Sometimes, but be aware the theme colours are unified by design. Changing one main text colour changes it everywhere, so a small request can have a site-wide effect.
Tell us what you are trying to achieve rather than which value to change, and we will tell you whether it is possible cleanly.
That is what our development team is for. Send us the request and we will get an estimate.
Custom theme development is charged at $75 per hour, quoted up front. Typical small requests come in well under an hour — things like adding a “save xx%” badge to a product page have been quoted at half an hour. You approve the quote and settle the invoice before any work starts.
Our developers cannot inspect a store without access, so include as much of this as you can in your first message:
Sending these up front typically saves several days of back and forth.
Third-party apps sometimes inject code that conflicts with the theme — cart widgets and delivery apps are the usual culprits. We have traced real cases to exactly this.
Try disabling the most recently installed app block in your theme editor and see if the problem clears. Tell us which app it was and we will confirm the conflict.
Note that settings belonging to a third-party app usually have to be changed inside that app, not in the theme.
Almost always your browser showing a cached copy. Hard-refresh — Cmd + Shift + R on Mac, Ctrl + Shift + R on Windows — or open the store in a private window to confirm before reporting it again.
The checkout flow is controlled by Shopify, not by your theme, so it sits outside what we can change or debug.
Shopify support can help directly: go to help.shopify.com and use the Chat with a human button in the bottom-right corner.
We do release theme updates. Contact us with your store URL and we will check which version you are on and whether an update is worth applying.
If you have had custom code added to your theme, tell us — it affects how an update needs to be handled.
Creating products, syncing them, and getting orders made and shipped.
Gelato is the hub. You create a product in Gelato, connect your store, and Gelato pushes the product out to it. When a customer orders, Gelato produces and ships the item for you.
You can connect more than one store — if you have both Shopify and Etsy connected, Gelato can list to both.
Use skup.net/gelato.
In Gelato, click into your store, then look at your browser address bar — the store ID is the long identifier in the URL, in the form 6ada0d2f-73f4-41f4-af92-91911c22171d.
There is a full walkthrough under Design Tools → Setting up Gelato Integration, and step-by-step tutorials at sophia.skup.net/tutorials.
You get a template ID by creating a template inside Gelato. Once the template exists, its ID can be filled in where it is required.
Yes. Gelato can import existing products from your connected Shopify or Etsy store so it takes over fulfilment for items that were not originally created there.
Check the Stock availability section in the Gelato product catalogue while you are creating the product.
Yes, but be aware that in Gelato personalisation has to be configured per product — there is no single switch that applies it across your whole catalogue, so you repeat the steps for each item.
If you sell on Etsy, personalised and non-personalised versions of the same item are allowed but must follow Etsy’s own presentation and category rules.
You set your own prices — the courses give guidance on sensible ranges, but the final decision is yours. Your margin depends on the base cost charged by the supplier fulfilling the item.
Their chat starts with a bot. Type that you want to talk to a live agent, and it will offer a Talk to a person option that bypasses the automated replies.
What to do when real customers start buying.
Check your Gelato store settings. If the store is set to Manual Approval, orders sit in Pending Approval in Gelato until you approve them yourself.
Switching the store to automatic fulfilment stops this happening. If an order is stuck, approving it manually or cancelling and re-placing it will usually clear it.
No. Clicking that tells Shopify you are packing and shipping the item yourself from your own address, which is not what happens when Gelato fulfils for you.
Leave fulfilment to Gelato. This is a common and confusing mistake, so it is worth remembering before your first order arrives.
Follow the Setting Shipping and Delivery lesson in your course and copy the setup shown there.
When you are starting out, copying the recommended configuration exactly is the fastest way to get launched without delays — you can refine it later once you have orders.
That is your call as the store owner, and different brands handle it differently. Here is Devin’s own take:
“Totally up to you. Each brand is different. You can offer them store credit and say you do not offer refunds or exchanges. I personally would probably just refund them.”
The practical advice: whatever policy you publish, you have to honour. The safest starting point is to mirror your supplier’s policy so you are never stuck between what you promised and what your supplier will do.
Getting traffic, and what to do when it is not converting.
The ad setup walkthrough is in your course, and there is guidance at skup.net/facebook-hub/monitoring-your-ads.
Ads also come up constantly on the group calls, which is the fastest way to get your specific account looked at.
Manual setup is usually better when you are starting out. It gives you direct control over how everything is configured and lets you test specific placements deliberately, which is how you learn what is actually working.
This is a store and offer problem far more often than an ad problem, so the fix is usually in the funnel rather than the targeting.
Bring it to a group call. Having an experienced person look at your actual store and ad data is worth more than any generic checklist — this is exactly what those calls exist for.
You will need to appeal through Meta directly. We have no ability to lift a restriction on your behalf.
Do not create a new Facebook account to get around it. Meta is likely to treat it as a duplicate or fake profile, which usually makes the situation worse rather than better.
They all have a place eventually, but when you are starting out they are slow. Paid ads are where early sales come from; the others are awareness plays that pay off much later.
Focus on one traffic source until it works, then add others.
Where the training, the live calls and the replays live.
Log in at members.skup.net/courses and look for Live Call Schedule in the left-hand menu of your community dashboard. Upcoming calls are also in the Events tab.
Calls are recorded. Replays appear under Live Call Recordings. Missing one is never a problem — travel, work and time zones are all fine.
It depends on your programme. Apparel Cloning includes a weekly coaching and Q&A call with Devin, plus regular group calls. The Incubator includes coach-hosted calls across a wide range of times — generally between 7:00 AM and 8:00 PM ET — so there is usually something that fits your schedule.
No. When the live portion of a cohort ends, your access does not. All the replays stay available and you can work through them at your own pace.
Notifications about live calls come from the community platform, so they are switched off inside your own account settings on that platform, not by us.
Marketing emails are separate and have an unsubscribe link at the bottom. If you are unsure which kind you are getting, forward one to support@skup.net and we will tell you exactly which setting to change.
Try a different browser and clear your cache first. If the problem is the file rather than your connection, tell us which course and which module so we can find and fix it rather than guess.
Some older material references platform features that have since changed — third-party tools update their layouts and occasionally retire features entirely.
If you hit a step that no longer matches what you see, email support@skup.net. We will give you the current method and flag the lesson for updating.
No, those are third-party tools and are not part of your purchase. Both have free versions that are enough to follow along with the training.
Onboarding and setup calls are included in some programmes, and you will be sent a booking link when they apply to you.
Beyond that, one-to-one coaching is generally not part of the standard programmes — the group calls are where individual questions get answered, and you can raise anything specific there. If you want dedicated support, ask us about the mentorship options.
The business admin around your store.
Your store name becomes your domain, so pick something recognisable and easy to spell. Do not agonise over it — you can change it later, and a name has never been the reason a store failed.
Yes. As an example, a Canadian resident selling through Shopify does not need an American bank account, a US tax number such as an EIN or ITIN, or to file US taxes just to get started.
Rules vary by country and by how much you sell, so treat this as a starting point rather than tax advice, and check your own local requirements as you grow.
Not to get started in most cases — plenty of students launch as individuals and formalise later once there is revenue to justify it.
We are not accountants or lawyers, so for anything binding please speak to a professional in your own country.
Payments run through your Shopify store’s payment provider, which you set up in your Shopify admin. Payouts go to the bank account you connect there.
Because this is configured on Shopify’s side, their support is the right place for questions about payout timing or verification.
What we offer and what is included.
The core course, plus three months of free access to the Avatar IQ app. After the trial, continued Avatar IQ access is optional at a monthly rate — you are not locked in.
The Done-For-You store build is not included and is bought separately.
Our mentorship programme — a longer-term commitment with coach-led calls, advanced content and personalised guidance, well beyond what the standalone courses cover. It involves a contract.
Pricing varies depending on what you have bought previously and what offers are running, so it is quoted on a call rather than listed. Book one at skup.net/call.
Course pricing is shown on the relevant order page. Mentorship pricing is quoted on a call, since it depends on your history with us and current offers.
Payment plans are available for the mentorship programme — ask about them on your call.
Yes, and what you have already spent is usually taken into account. Book a call at skup.net/call and we will walk you through the options.
Jewellery is still a viable niche with good margins, but our primary focus has shifted to apparel, so most current training is apparel-led. The underlying method carries across, but some jewellery-specific videos are older.
Sometimes. The Done-For-You store build is the main option, and custom development work can be quoted hourly. For anything broader, email support@skup.net describing what you want and we will tell you honestly whether we can help.
Try a different word, or email us at support@skup.net and we will answer it personally.
If your question is not answered above, send it over. A real person on our team will get back to you, usually within one business day.