Before you start
Keep the error message and note which generation tool you used. Check recent generations and Images before resubmitting a request.
Check the problem
- Generation is unavailable: wait and try again after the service becomes available. If asked to sign in again, return to your account first.
- Insufficient credits: check Billing and the tool's displayed cost.
- Request is blocked: revise the prompt or scene according to the displayed message.
- Too many requests: wait before retrying rather than repeatedly pressing the generation button.
- Reference upload failed: use a supported format and the size limit for that tool. Describe has a different limit from Characters and Products.
- Brand, character, or product missing: confirm it was saved in this account and has not been deleted.
- Image missing: return to All images and check whether generation is still pending.
Expected result
You can retry the specific failed step while keeping existing images and successful outputs.
Contact support
Provide the tool, approximate time, page URL, and exact error. If credits appear incorrect, report the displayed balance and failure message without assuming a refund has completed. Never send account passwords.
