Help Center
Troubleshooting
Failed, stuck or blocked generations, error messages and uploads.
- Why did my generation fail?The message on the job tells you why. Most failures are a temporary timeout (just try again) or a content check on the prompt or references. Credits are refunded either way.
- It says my plan can't do thatSome features depend on your plan. The message tells you which plan you need.
- My generation is stuck on processingVideo can take a few minutes, longer at high quality or busy times. It finishes in the background and appears in History, so you can leave the page.
- Why was my prompt or image blocked?Automatic safety checks block some prompts and references, especially anything involving minors, non-consensual imagery of real people, violence and copyrighted material. Blocked jobs are refunded.
- Why can't I use a photo of a real person?For images, photos of real people need an unlocked account: any live plan, or a credit pack bought in the last 30 days. For video, save the photo as a Character or Asset first and use its @handle.
- My upload won't workCheck the file type and size: images up to 50MB, video up to 200MB, audio up to 15MB.
- The result doesn't look like what I asked forAI results vary between runs. Make the prompt more specific, add a reference or saved character, and try again, or try a different model.
- Where are my images and videos? How long are they kept?Everything you make is in History on the Image and Video pages. How long it's kept depends on your plan, so download anything you want to keep.
- The site won't load or a button doesn't workRefresh the page, then try a private window or another browser. Most problems come from an old cached page or a browser extension.
- How do I report a bug or suggest a feature?Tell me about it here and choose Email our team: pick Bug or Feature idea and describe what happened. Our team replies by email.
Still need help?
Ask the assistant. If it can't sort it, it will email our team for you.