Start here before contacting support. Most of what goes wrong is on this page.
Signing in
My password is not working. Check how you signed up. If it was through Google there is no password on the account to match — sign in with Google instead. The sign-in screen shows the method you used last.
I never got the confirmation email. Check spam first. Wait two minutes before requesting another, since a new one invalidates the old. If nothing arrives, the address may have a typo — correct it in settings and a fresh email is sent.
The reset link says it expired. They are meant to. Request a new one and use it promptly, and make sure you are opening the most recent email rather than an earlier one.
It says I have tried too many times. Failed sign-ins and failed two-step codes are rate limited per account. The message tells you how long to wait, and the countdown clears on its own — reloading or switching browser does not help and does not shorten it.
I am locked out entirely. Contact support from the email address on the account if you can — that is what makes it quick to confirm the account is yours.
Generating
It failed. Try again; most failures are transient. If it keeps failing, try a different model or a smaller size. Full detail in when something goes wrong.
It says rejected. The request was refused on content grounds rather than attempted. Rewrite and retry. If you think an ordinary request was wrongly refused, tell support — that is how false positives get fixed.
It has been queued for ages. The queue is busy and everyone’s work is interleaved so no single account monopolises capacity. You do not need to stay on the page; it will be in your library when you come back.
The result is nothing like what I asked for. Not a fault — this is a prompt problem. See writing a prompt. The usual causes are detail that is in your head but not in the prompt, or a known weakness like text inside the image.
Text in my image is gibberish. Expected. No model does this reliably. Add real text afterwards in any editor.
Faces and hands look wrong. The hardest thing for these models. Try a different model, ask for a simpler pose, or avoid close crops of hands.
Starting from an image ignores my picture / ignores my prompt. One setting governs both: strength. Too high ignores the picture, too low ignores the prompt. See starting from an image.
My work
Something I made has disappeared. Almost always the view. If the gallery is filtered to Favorites, or to a folder, new work is not in it. Switch to Recent.
I deleted something by accident. Look in Trash, one of the views beside your gallery — deleting moves an item there rather than destroying it, and you can restore it. Only delete forever and empty trash are irreversible. See downloading and deleting.
I deleted a folder and cannot find its contents. They are not deleted. Deleting a folder returns its contents to your library unfiled. Look in Recent.
My upload was refused. Either a size limit or a format — images cap at 10 MB, video at 200 MB and 60 seconds. See uploading your own files.
It says I am out of storage. Your plan includes a fixed amount and everything in your library counts, generated work included — and so does the trash. Deleting only moves items there, so space is not reclaimed until you empty it. Do that first; if it is still full, delete more or move up a plan.
Credits and payment
My balance dropped and I did not generate anything. Check whether work is still running — the cost is held while it runs and only spent when it lands. It returns if the work fails.
I was charged for something that failed. You should not have been. Check the credit history in your billing settings; if the credits genuinely did not come back, contact support with roughly when it happened.
A bulk run cost more than I expected. Each item is charged separately, so the total is the sum of them all. The total is shown before a batch starts.
My payment failed. Usually an expired card. Update the payment method in settings and it retries. Nothing is deleted while this is sorted out.
I cancelled but I am still being charged. Check the date — cancelling takes effect at the end of the period already paid for, so one more period may already have been invoiced. If a charge falls after that, contact support.
The app itself
A page will not load, or looks broken. Reload. If it persists, the app may have updated while your tab was open — a hard refresh picks up the new version.
Something works on my computer but not my phone. Try reloading there too. If a specific thing consistently fails on one device, tell support and say which device and browser.
Everything is slow. Check your connection first. Large videos and busy galleries are heavy, and a slow connection shows there first.
Still stuck?
Contact support. Say what you were doing, what you expected, what happened instead, and roughly when.