A generation can be blocked before it starts, remain queued, fail during processing or finish with an unexpected result. Start with its actual status so you can fix the relevant problem without submitting unnecessary duplicate requests.
Check the setup before retrying
Confirm the active workspace and selected model. Read any validation message near the prompt. Required first frames, end frames, source videos, reference images and audio depend on the model and operation.
After switching between Create, Edit, Motion control, Frames or References, check which uploads the active mode uses. A saved reference can remain available without being included in the current request.
Read the error as specifically as possible
- Missing or unsupported input: provide the required media and check the model's supported options.
- Credit or permission message: check the workspace balance, role, app access and allowance.
- Service unavailable or not connected: the required backend or model provider must be available before the request can succeed.
- Rejected content or provider error: read the message, review the prompt and references, and make an appropriate correction.
- Preview problem: open the result from its history or Assets to see whether the file exists even if a preview failed.
Do not assume every failure has the same cause or credit outcome. Check the job record and Usage when a charge is in question.
Separate a technical failure from a creative revision
If a valid image or video was produced but the composition is wrong, improve the brief. Name the part to change and the parts to preserve. Reduce competing instructions, assign a purpose to each reference and change one major variable at a time.
For a small image region, consider an appropriate masked editing tool. For a multi-scene video, inspect each shot before assembling the final edit. A successful generation still needs creative review.
Check availability without creating duplicates
If the job is queued or running, inspect its current state before retrying. Refreshing a page or selecting another result is different from submitting Generate again. Cancel only through the control provided for that job when available.
If the problem persists, keep the original result, job identifier and error text so the issue can be investigated.
Send a useful support request
Open Support and describe what you expected, what happened and how to reproduce it. Include the page, workspace, model, relevant settings, approximate time and a screenshot or job identifier when available.
For a billing issue, include the specific activity entry you want reviewed. Do not send passwords, provider keys or full payment-card details. Check the support conversation for replies; this guide does not promise a particular response time.
