FAQ - Grok Website / Apps

While the documentation is mainly meant for our API users, this page collects the most common questions about our consumer-facing Grok website and apps (grok.com, iOS, and Android).

Where you manage it depends on where you subscribed:

• Web (grok.com): Visit grok.com/?_s=billing while logged in to manage your billing directly from the website (change plan, update payment, or cancel). If the Manage Subscription button doesn't open, ad-blockers or other apps/extensions can block it — try an incognito window or a different browser. If you still can't complete it, support can escalate the cancellation to the billing team.
• Apple App Store (iOS): Apple handles the transaction. Cancel · Refund.
• Google Play (Android): Cancel · Refund.

If you have subscribed to SuperGrok, you can go to https://grok.com -> Settings -> Billing to manage your subscription (purchased from Grok Website), Request a refund for app (purchased from Apple App Store), or Cancel, pause or change a subscription on Google Play (purchased from Google Play).

If you have subscribed to X Premium, X (not xAI) would be responsible for processing refund where required by law. You can submit a refund request from X. See more details regarding X Premium subscriptions on X Help Center.

Manage your billing on the web at grok.com/?_s=billing (logged in). If the Manage Subscription button doesn't open the billing portal, the usual cause is an ad-blocker or another app/extension blocking it — try an incognito window or a different browser. If you still can't reach payment options, contact support to update the card.

Web subscription refund requests are reviewed by xAI's internal refunds team. An agent escalates your ticket and the team follows up once it's processed; agents can't always give an exact timeline. When a refund is approved it typically reaches your card in about 5–10 business days. Contact support with your account email and the invoice/receipt number.

App-store purchases are refunded by the store, not xAI. For Google Play, use the refund workflow. For Apple, request the refund through Apple.

No — xAI API credits are non-refundable.

Not necessarily. Large unexpected invoices are often a SuperGrok Heavy yearly subscription, not API usage. Check the purchase date and your subscription history before disputing — contact support with the invoice number and they can confirm what the charge was for.

Your subscription is tied to the account you bought it with, so it may not appear if you're signed in with a different login — this is a common mix-up, not necessarily a double charge. Make sure you're signed in with the same account everywhere (e.g. an Apple/X/Google login). For example, X Premium+ access only applies to the account linked with your X account. If you genuinely have a charge on two platforms, contact support to sort out a refund.

On Grok Website, go to Settings -> Account. Click on Connect your X Account button. This will take you to X's SSO page to add X account as a sign-in method for xAI.

xAI will be able to retrieve your X subscription status and grant relevant benefits after linking.

You can manage your sign-in methods at https://accounts.x.ai.

If you created the subscription using Apple's private relay email, you must sign in with Apple (not with the relay email via Google/email) for it to be recognized. Use the same Apple sign-in you originally subscribed with.

If you're on an active subscription, those prompts shouldn't appear. Restarting the app (or deleting and reinstalling it), logging out, and clearing the cache resolves most of these mismatches. Make sure the app is updated to the latest version, and confirm the subscription is active both in the app and in your app store's Subscriptions list.

Update or add your sign-in email at accounts.x.ai. If your subscription is through Apple, the login is tied to your Apple ID, so manage that email through Apple. If you've lost access to your original address (e.g. a university email after graduation), sign in with a new personal email / Google / X account and link it at accounts.x.ai.

Support can cancel the subscription on a compromised account. If your identity can't be verified via email (because the attacker changed it), they can delete the account so you can sign up again. Note: compromised usage generally can't be refunded if the purchase location matches your usual location, and a subscription fee that was never actually charged can't be refunded. Contact support immediately and provide your user ID and any details that prove ownership.

Restarting the app (or deleting and reinstalling it), logging out, and clearing the cache resolves most login/activation issues. On the web, trying Chrome/Edge in an incognito window helps isolate browser-specific failures.

Your xAI account can be deleted by following the steps at xAI Accounts. If you are using the same account to access our API, your API access will be removed as well.

You can restore your account within 30 days by logging in again and confirming restoration.

There is no setting to remove the watermark. It is required by government regulations and restrictions in some countries (e.g. India, Australia, and others), and xAI doesn't control this setting where it's legally mandated.

Enabling NSFW does not make Grok fully uncensored — depending on what you're generating, you may still hit moderation. The moderation algorithms change frequently, so support can't give exact rules. The best way to find what's currently allowed is to prompt the model directly, starting mild and gradually increasing intensity (e.g. for image edits, begin with tame content and escalate).

720p videos automatically fall back to 480p once you hit the 720p cap for your tier.

Grok Studio is no longer supported. Use Grok Build instead. If you're reaching a "Studio" view through a third-party app that uses your Grok credentials, revoke and change those credentials for safety.

Use grok.com in a standard Chrome/Chromium browser for the web app. (Some users on grok.x.ai or other hosts run into missing features like Projects.)

Grok supports uploading a wide variety of file types directly in chats on the web, iOS, and Android apps — enabling analysis, summarization, data extraction, code processing, image understanding, audio/video handling, and more.

To upload a file:

1. In any chat, click or tap the + icon next to the message input.
2. Select files from your device (or drag-and-drop on the web).
3. You can attach multiple files in a single message.
4. Grok processes them and confirms a successful upload before responding.

How many files at once:

• Web: up to ~100 files.
• Android: up to 20 files.
• iOS: multiple files supported.

Grok handles common documents, data files, code, images, audio, and video. Support is broad but can vary slightly by platform — the web often has wider document support.

Documents & data

• PDF, DOCX, TXT, CSV, XLSX, PPTX
• HTML, XML, JSON, MD (Markdown)
• LaTeX (.tex / .latex), ODT, RTF
• Code files (.py, .cpp, .java, .html, .css)

Images

• JPEG / JPG, PNG, WebP, HEIC, BMP
• GIF and SVG support varies by platform — some uploads succeed, others may fail.

Audio

• MP3, WAV, M4A, OGG, FLAC, AAC

Video

• MP4, MOV

We're actively expanding supported formats.

• Most files (documents, images, code, audio): up to 150 MB per file.
• Conversation context: Grok extracts and processes content intelligently (text from documents, visual reasoning from images and PDFs, and so on). Very long files may be summarized or handled in sections for the best results.
• Limits can vary slightly by platform or subscription. Grok shows a clear error message if a file exceeds a limit.

Tips for best results:

• Use high-resolution images (≥1000×1000 pixels preferred) for detailed visual analysis.
• For large PDFs (over 100 pages), Grok focuses on text and key visuals — reference specific pages by their actual page numbers.
• Break extremely large documents into smaller chunks if needed.
• Mixed uploads (e.g. TXT + PDF + PPTX + images + code) work well together.

Grok excels at:

• Synthesis: combine insights from multiple files, compare and contrast documents, analyze spreadsheets, or generate new content.
• Transformation: summarize complex papers, rewrite in different styles, turn presentations into outlines, or simplify technical docs.
• Extraction: pull specific data, quotes, metadata, tables, or sections from PDFs and spreadsheets.
• Analysis: understand images and charts, debug or run code, transcribe and interpret audio/video, or visualize data from CSVs and XLSXs.
• Multimodal reasoning: discuss visuals inside PDFs, describe photos, or reason across text, images, and code together.

Just ask naturally — for example: "Summarize this PDF and extract the key tables," "What trends are in this CSV?," "Describe the image and fix the code in the attached file," or "Compare these two DOCX files."

• Grok extracts text from most documents, but embedded images inside non-PDF files may not be processed visually.
• Some audio and video files upload successfully but have variable transcription quality.
• Deleted chats and files are removed from systems within standard retention windows.

• "File type not supported" — convert to a supported format (e.g. PDF or TXT), or try on a different platform.
• Upload fails / "Tap to retry" — check the file size; try a smaller version or a different format.
• "An attachment couldn't be loaded" — this is often platform-specific (e.g. certain audio/video). Switch platforms or convert the file.
• Slow performance with large or mixed uploads — Grok can handle them, but very complex requests may work better if you break them into follow-up questions.
• Still stuck? Ask for help in Help.

On the web, go to grok.com/files to delete content and free up space. For more ways to control your data, go to Profile → Settings → Data Controls.

Use the Report an issue feature in the product (or reply to your receipt email for billing matters), and include your account email, the platform (Web / iOS / Android), your browser/OS, the invoice/receipt number for billing issues, and a screenshot or conversation share link. Reported bugs are shared with the engineering team; there's no guaranteed timeline, but fixes often ship in updates released every few days, so keep your app/browser updated.

While xAI provides the Grok in X service on X.com and X apps, it does not have operational oversight of X's service. You can contact X via their Help Center or message @premium on X.