When something goes wrong
Failed runs, stuck jobs, disappointing results — what to do about each.
- Before you start
- Nothing.
- What you end up with
- Your credits back, usually automatically.
Step by step
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A run failed
The credits are returned automatically. You will see the job marked as failed with the reason where we have one. Just try again — most failures are transient, and a slightly reworded prompt clears the rest.
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It has been "working" for ages
Video, 3D and stem separation genuinely take minutes, not seconds. You can safely close the tab — the job finishes without you and appears in your gallery. Anything that really has stalled is swept up by a background job and refunded.
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It finished, but it is wrong
This is not a failure and it is not refunded — the work was done. Change one thing in the prompt and run again, or drop to Draft while you experiment. For an image that is nearly right, Restyle & Edit Image is usually cheaper than starting over.
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It says I cannot afford this, but my balance looks fine
Your free daily top-up and your main balance are two separate pots, and the daily one is only good for the everyday tools. If you are trying to run something expensive — video, or a high 3D tier — it has to come out of the main balance on its own, even when the two added together would have covered it.
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A sprite sheet or VFX sheet has fringing
These tools film your subject against a coloured wall and then cut that colour out. If the subject shares a colour with the wall, edges suffer. Switch the backdrop — magenta for pale or smoky effects, green or black for colourful ones — and use the preview tiles to check before you export.
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Still stuck
Open a support ticket from the Account section of the sidebar. Include what you were making and roughly when — we can find the job from that and settle anything that was charged wrongly.
Worth knowing
- The feedback button in the corner of the dashboard goes to the same place and is quicker for a one-liner.
- If a 3D model downloads with an extension that surprises you, open it anyway — the file is what the format says inside, and the download is named for what actually came back.
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