Common Issues & Solutions

Having trouble? Here are solutions to the most common issues. If you're new, also see Accessing AI Animation and Setting Up Your Account.

Generation issues

"Generation failed" or stuck processing

Try these first:

1. Simplify your prompt — remove prohibited content, unusual characters, or overly complex multi-action scenes
2. Check credits — open the profile menu (top right) and confirm you have enough credits for the model and resolution you selected
3. Retry once — transient provider or queue issues sometimes clear on a second attempt
4. Try a different model — some requests work better on Kling, SeeDance, or Veo depending on motion, audio, and lip-sync needs (see Video Generation Best Practices)

Seedance 2.5 — edit, extend, or setup errors

If you're using Seedance 2.5:

Model not in picker? Free has a limited starter model selection; Paid unlocks the full supported image and video catalogue. A model may also be restricted by workspace policy, provider availability or a separate approval requirement. Ask your workspace administrator to check the restriction shown in the picker.

Slow generation times

Typical times: Most image jobs finish in under a minute; video often takes several minutes depending on model and queue load.

If it's taking much longer:

• Leave the tab open and wait — closing early can make status updates harder to follow
• Refresh the page if status hasn't updated in 15+ minutes
• Contact support if the job stays stuck in "processing" with no change

Account & login issues

Can't log in

Check these first:

• Correct email and password
• Email verified (check spam/junk for the verification code)
• Clear browser cache and cookies, or try a private/incognito window
• Use Forgot your password? on /auth/ if needed

Social sign-in (Google or LinkedIn):

• Use a normal browser window — some providers block pop-ups in strict privacy modes
• If social sign-in fails repeatedly, use the email sign-in option instead. New users can start at Create free workspace; invited users should return to their invitation and keep using the invited email

Registration says the email already exists

Choose Already registered? - Sign in and use your existing password. If you've forgotten it, use Forgot your password?. Registering again does not create a second login or a new starter-credit grant.

Missing credits after purchase

Credits not showing up?

1. Wait a few minutes for payment processing to complete
2. Open the profile menu and click the refresh icon next to your credit balance
3. Confirm the purchase email from Paddle (our payment provider)
4. Confirm you're viewing the workspace where the purchase was made — credits are added to that workspace's shared balance

Owners and authorised administrators can open Workspace billing & credits from the workspace menu. Credit packs are available on Paid workspaces. See Pricing for current offers. Existing personal-workspace purchases remain under their original terms and can be reviewed in /dashboard/credits/.

Free starter credits have run out

Your workspace and projects remain accessible. The starter grant is provided once to eligible new accounts and does not reset monthly. Upgrade from Workspace billing & credits for recurring shared credits, the full supported image and video catalogue and credit-pack purchases.

Browser & technical issues

Video won't play in the app

• Update your browser (Chrome, Firefox, Safari, or Edge)
• Disable ad blockers or privacy extensions temporarily
• Check your network connection
• Try another browser or device

Upload problems

Reference images not uploading?

• Use common formats: JPG, PNG, or WebP
• Keep files reasonably sized — very large files may fail or slow down
• Confirm the file isn't corrupted by opening it locally first
• Try a different browser if uploads fail silently

Quality issues

Blurry or low-quality results

• Use more specific prompts (see Writing Effective Prompts)
• Match resolution to the model — some models perform best at 720p or 1080p specifically
• For video, start from a clean 1920×1080 source image rather than oversized 4K inputs
• Try a higher-quality or better-suited model for your shot type

Output doesn't match the prompt

• Make the prompt more concrete — subject, action, camera, lighting, mood
• Change one variable at a time (prompt, model, or input image)
• Break complex scenes into simpler shots
• For video motion, see Video Generation Best Practices

Payment & billing

Payment declined

• Verify card details and billing address
• Check with your bank for international or online transaction blocks
• Try another payment method
• Ensure sufficient funds

Subscription or plan questions

• Open the workspace menu → Workspace billing & credits for the selected workspace
• Read the public Pricing page for Free/Paid access, credit terms and collaboration
• Workspace owners and authorised administrators manage billing; other members should contact their workspace owner
• Free has no time limit or automatic charge. A paid subscription starts only when you choose it and complete checkout
• Existing personal subscriptions can still be reviewed at /dashboard/credits/; Enterprise billing follows the agreed order

Still need help?

Contact support

Use Support/Feedback in the profile menu (top right):

1. Click your avatar
2. Choose Support/Feedback
3. Pick a type: Question, Feedback, Bug Report, or Feature Request
4. Describe what happened — include steps to reproduce if it's a bug

New workspace: create a Free workspace without a card. For Enterprise, configured pilots or specialist onboarding, use Request access. Use Contact us for general enquiries.

Related guides

• Accessing AI Animation
• Setting Up Your Account
• Writing Effective Prompts

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Most issues can be resolved in under 5 minutes with these steps.