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General Troubleshooting Information

Most issues can be resolved with a few simple steps. Before contacting support, try these general solutions:

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Quick Fixes

For App Issues:
  • Close and reopen the app
  • Restart your device or browser
  • Check your internet connection
  • Update to the latest version
For Slow Performance:
  • Use different models or smaller models for faster responses
  • Simplify your questions
  • Check your internet connection
  • Close other apps or browser tabs
For Generation Issues:
  • You have reached your daily limits
  • Improve your prompts (be more specific)
  • Ensure stable internet connection
  • Wait a few minutes and try again

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When to Contact Support

Contact support if:
  • Issues persist after trying quick fixes
  • You encounter error messages
  • Features aren’t working as expected
  • You need help with account or billing

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Frequently Asked Questions

Close and Reopen:On Mobile:
  1. Force close the app
  2. Reopen it
  3. Try again
On Web:
  1. Close the browser tab
  2. Open a new tab
  3. Navigate back to the app
Restart Your Device:Mobile:
  • Power off and on
  • Try the app again
Web:
  • Restart your browser
  • Clear cache if needed
Check Internet Connection:
  • Ensure you’re connected to Wi-Fi or mobile data
  • Try loading a webpage to test
  • Switch networks if needed
Update the App:Mobile:
  • Go to App Store/Google Play
  • Check for updates
  • Update if available
Web:
  • Hard refresh the page (Cmd/Ctrl + Shift + R)
  • Clear browser cache
  • Try a different browser
Why Responses Might Be Slow:
  • Complex questions take longer to process
  • Larger models are slower but more accurate
  • Network connection speed affects response time
  • High server load during peak times
How to Speed Things Up:
  • Use different models or smaller models for faster responses
  • Simplify your questions
  • Check your internet connection
  • Try again during off-peak hours
Smaller models respond much faster than larger models. Try switching to a different model when speed is more important than quality.
Common Causes:
  • Daily limit reached
  • Invalid prompt (too vague or conflicting)
  • Network timeout
  • Server temporarily unavailable
Solutions:
  1. Improve your prompt (be more specific)
  2. Try again in a few minutes
  3. Check internet connection
  4. Contact support if issue persists
Improving Your Prompts:
  • Be more specific about what you want
  • Avoid conflicting descriptions
  • Include style preferences
  • Keep prompts focused on one main subject
Why Videos Might Fail:
  • Takes longer than images (be patient!)
  • More complex prompts = longer wait
  • Network interruptions
  • Daily limit reached
Solutions:
  1. Wait at least 5 minutes for generation
  2. Ensure stable internet connection
  3. Simplify your prompt
  4. Try shorter duration videos first
Video Generation Best Practices:
  • Start with simple prompts
  • Use shorter durations (5 seconds) initially
  • Ensure stable internet connection
  • Don’t close the app during generation
If Conversations Don’t Appear:On Mobile:
  1. Check internet connection
  2. Pull down to refresh
  3. Sign out and sign back in
On Web:
  1. Check internet connection
  2. Refresh the page
  3. Sign out and sign back in
Sync Issues:
  • Ensure you’re signed in to the same account
  • Check that sync is enabled in settings
  • Wait a few minutes for sync to complete
  • Force sync by signing out and back in
  1. Tap or click “Forgot Password” on login screen
  2. Enter your email address
  3. Check your email (including spam folder)
  4. Click the reset link
  5. Create a new password
  6. Sign in with new password
Check These:
  • Email address is correct
  • Password is correct (check caps lock)
  • Account exists (try signing up if new)
  • Internet connection is working
Still Having Issues?
  • Try “Sign in with Google” or “Sign in with Apple”
  • Contact support with your email address
On Mobile:
  1. Go to Settings → Account
  2. Tap “Change Password”
  3. Enter current password
  4. Enter new password
  5. Confirm new password
On Web:
  1. Go to Settings → Account
  2. Click “Change Password”
  3. Enter current password
  4. Enter new password
  5. Confirm new password
Warning: This permanently deletes all your data!On Mobile:
  1. Go to Settings → Account
  2. Scroll to bottom
  3. Tap “Delete Account”
  4. Confirm deletion
  5. Account deleted permanently
On Web:
  1. Go to Settings → Account
  2. Scroll to bottom
  3. Click “Delete Account”
  4. Confirm deletion
  5. Account deleted permanently
If you have an active subscription but the app shows you as having a free plan, this can happen for several reasons:
  • Using a different device
  • Signing in with a different email address
  • App not recognizing your subscription
  • Purchased a plan while in guest mode
Solution:If you purchased while in guest mode:
  1. Create an account or sign in to your existing account
  2. Go to Settings → Subscriptions
  3. Tap or click “Restore Purchase” button (located in the bottom right)
  4. Your purchase will be synced with your account
On Mobile (iOS or Android):
  1. Go to Settings → Subscriptions
  2. Tap the “Restore Purchase” button (located in the bottom right)
  3. Your subscription will be restored if you have an active purchase
This will sync your subscription status across devices and accounts.
File Won’t Upload:Common Causes:
  • File too large (max 10 MB)
  • Unsupported file type
  • Network issues
  • Corrupted file
Solutions:
  1. Check file size (must be under 10 MB)
  2. Verify file type is supported (PDF)
  3. Try a different file
  4. Check internet connection
  5. Try uploading from a different device
Document Not Processing:
  • Wait a few minutes for processing
  • Try a smaller file
  • Ensure file is not corrupted
  • Contact support if issue persists
Model Not Working:Check These:
  • Documents uploaded successfully
  • Model processing is complete
  • Using correct model in chat
  • Documents are relevant to your questions
Solutions:
  1. Verify documents uploaded correctly
  2. Wait for model processing to complete
  3. Try asking simpler questions first
  4. Add more relevant documents
  5. Recreate model if needed
Model Processing Fails:
  • Check document formats (PDF)
  • Ensure documents aren’t corrupted
  • Try with fewer documents first
  • Contact support if issue persists
Mobile App Performance:
  • Close other apps to free up memory
  • Clear app cache (Settings → Storage)
  • Update to latest app version
  • Restart device if app is slow
Web App Performance:
  • Close unnecessary browser tabs
  • Clear browser cache
  • Disable browser extensions temporarily
  • Try a different browser
  • Recommended browsers: Chrome and Safari
  • Note: We’ve noticed performance issues with Edge browser. For best performance, use Chrome or Safari.
On Mobile:
  1. Go to Settings → Help & Support
  2. Tap “Contact Support”
  3. Describe your issue
  4. Include:
    • What you were trying to do
    • What happened
    • Screenshots if helpful
    • Your device and app version
On Web:
  1. Go to Settings → Help & Support
  2. Click “Contact Support”
  3. Describe your issue
  4. Include:
    • What you were trying to do
    • What happened
    • Screenshots if helpful
    • Your browser and version
Response Time:
  • Usually within 24 hours
  • Faster for Plus/Max subscribers
  • Check your email for responses
Most issues can be resolved by checking your internet connection, updating the app, or restarting your device. Try these simple steps first!