Evidence note: built from Character.AI’s official help pages, policies and announcements, checked 31 October 2026. We have not reproduced these problems on a live account. Pages marked “couldn’t check” blocked automated access; open them yourself.
Important, October 2026: on 12 October 2026 Character.AI announced a voluntary Chapter 11 bankruptcy process to allow a court-supervised sale, expected to finish by the end of November or early December 2026. If no buyer keeps the platform running, it will be wound down. For now the company says services and subscriptions continue, billing is unchanged and its privacy practices are unchanged. If your chats matter to you, export them now (step 5). Read the official announcement.

1. Check whether Character.AI is down

Character.AI runs a status page at status.character.ai. If it reports an incident, waiting is usually the only fix. During busy periods you may also see a queue or waiting screen before the site loads.

2. Can’t log in

Character.AI changed how sign-in works in 2024, so older login methods may no longer apply to your account. Its help centre has articles on the current login process and on login emails that don’t arrive (couldn’t check: these pages blocked automated access). Basic checks first: look in your spam folder, and make sure you use the same sign-in method you signed up with.

3. My character forgets things

Since May 2026 Character.AI has a Memory screen in each chat (official announcement):

  • Story Memory stores backstory and key events you want carried through the chat. Free and paid users have it.
  • Pin to Memory: long-press a message and tap Pin to keep it. Pinned items are protected when the chat condenses older history.
  • Facts saves details about characters and your persona automatically. It is a c.ai+ feature.
  • Memory usage shows what is filling the memory and warns when space is low.

As a chat grows, older context is condensed in the background, so anything important should go into Story Memory or be pinned. The features were described as “rolling out”, so you may not see all of them yet.

4. Billing and cancelling c.ai+

  • Bought on iPhone or iPad: cancel in your Apple account’s subscription settings.
  • Bought on Android: cancel in Google Play subscriptions.
  • Bought on the website: follow Character.AI’s manage or cancel c.ai+ article (couldn’t check).

Deleting the app does not cancel a subscription bought through an app store.

5. Save your chats

Character.AI says you can export your data through the app or website (October 2026 announcement). Its help centre has a download your data article (couldn’t check). Exports can take time to arrive, so don’t leave this until the last minute.

6. Under-18 accounts

Character.AI began removing open-ended chat for users under 18 in the US from 24 November 2025 (official announcement). If chat has disappeared on a teen account, this is the likely reason, not a bug.

7. Contact support

Submit a ticket through the official support request form. Include what you were doing, the error text, your device and app version, and the time it happened.

Before you reset, reinstall or delete anything

  • Export your data first if the app offers it.
  • Deleting an account is permanent on every app covered here. It is never a troubleshooting step.
  • Never send your password or a login code to anyone, including people offering “fixes” on social media.

Sources

Documentation-based fix guide. Checked 31 October 2026. No affiliate links.