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Troubleshooting

1. My image or video didn’t generate

There are several common causes:

Possible reasons

  • Insufficient credits

  • Unstable network connection

  • Prompt contains blocked or restricted content

  • Model failure during rendering

  • Server overload during peak hours

How to fix it

  1. Check your credit balance in My Account

  2. Refresh the page and try again

  3. Simplify or rephrase your prompt

  4. Switch to a different model or style

  5. Try generating again in a few minutes

If the issue persists, contact support via Help Center → Contact Us.

2. My generation results look wrong or distorted

Sometimes AI may output unexpected results such as warped faces, missing limbs, incorrect proportions, or low clarity.

How to fix it

  • Add more descriptive and structured prompts

  • Specify details such as lighting, pose, background, camera angle

  • Use Image to Image for better control

  • Select a more stable or realistic model

  • Use Enhance or Fix to clean up the image

3. My uploaded photo is not being recognized

Possible reasons

  • File is too large

  • Unsupported format

  • Very low resolution

  • Face too small or blurry (for Face Swap)

How to fix it

  • Use JPG or PNG format

  • Ensure resolution is at least 512×512

  • Crop the face clearly when using Face Swap

  • Enhance the image before uploading

4. Video generation is stuck or extremely slow

Video models require more GPU power, so delays may occur.

How to fix it

  • Shorten your video duration

  • Retry with a simpler prompt

  • Switch to a different video style

  • Ensure your browser is not overloaded

  • Reload the page and regenerate

5. I can’t log in to my account

Possible reasons

  • Wrong password

  • Email verification not completed

  • Browser cache issues

  • Login provider (Google) unavailable temporarily

How to fix it

  1. Try Reset Password

  2. Check your email inbox (and spam folder)

  3. Clear cache and cookies

  4. Switch to an incognito browser

  5. Try logging in with Google instead of email

If you still cannot log in, contact support and provide your account email.

6. Credits were deducted, but nothing was generated

What to do

  1. Refresh the page and check My Creations

  2. Check whether the system auto-refunded credits

  3. If not refunded, contact support with:

    • Time of generation

    • Prompt used

    • Screenshot (optional)

Our team will verify and restore missing credits quickly.

7. My background removal is inaccurate

How to fix it

  • Use a clearer, well-lit subject

  • Avoid messy or complex backgrounds

  • Use the Refine or Local Retouch tool

  • Try enhancing the image first for better edges

8. Face Swap results don’t look correct

Possible causes

  • Face angle mismatch

  • Expression mismatch

  • Low-resolution face

  • Obstructed face (hair, mask, glasses)

How to improve results

  • Use a front-facing, high-quality face photo

  • Ensure lighting on both faces is similar

  • Try a different target image

  • Adjust alignment before generating

9. The website feels slow or laggy

How to fix it

  • Close unused tabs

  • Clear browser cache

  • Switch to Chrome / Edge for best performance

  • Try a stable internet connection

  • Disable VPN if possible

10. How to contact support for unresolved issues

If none of the steps solve your problem, reach our support team:

  • Help Center → Contact Us

  • Submit a support ticket

  • Email customer service

  • Check the Troubleshooting FAQ for updates

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