The photo is rejected or cannot be read
First check the actual image format. The photo picker supports JPG, PNG, and WebP, and it accepts one image at a time. HEIC files from a phone, animated GIFs, documents, and renamed files may not be accepted. Export a fresh copy in a supported format and confirm that it opens in your normal image viewer.
If dragging a file fails, try the file picker. If the preview is still blank, re-export the original rather than uploading the same unreadable copy repeatedly. Keep the original file so you can distinguish an export problem from a problem with the image itself.
Progress appears, but no result arrives
A progress indicator is not proof that a result has been created or saved. Wait for an actual completed image before treating an attempt as successful. Avoid submitting multiple attempts while the first is unresolved, especially if you are unsure whether any account credits changed.
If every attempt ends with the same failure, stop retrying and contact support. Note the time, the visible error, your browser, and whether a new result appeared in your history. Do not buy additional credits solely to resolve an unexplained processing failure. An image-quality problem and a service-availability problem need different solutions.
A previous result is missing
If you have an account, check that you are using the same account that created the result. A locally selected photo is not a saved result, and an unfinished attempt may never have produced one. If more history is available, allow it to load before concluding that an older image is missing.
If you previously deleted an item from history, do not assume it can be restored from the interface. Keep local copies of results you want to retain. For an unexpected disappearance, contact support with the approximate creation time and any task reference you already have; do not include login credentials or payment-card details.
A download fails or the image looks wrong
If a completed image is visible but will not download, note whether the problem affects one image or every image. Check the browser's download message and try opening the saved file before retrying. A preview thumbnail and a completed downloadable result are different stages; capture the error text if the final file is unavailable.
If the file downloads but the character's pose, edges, or scale look wrong, treat that as an editing issue. Review the source photo and simplify the prompt. A successful download does not establish that an image is accurate, suitable to publish, or free of unintended changes.
Send a report that can be investigated
Use the Contact page for support and include what you expected, what happened, and the steps immediately before the problem. A cropped screenshot of the error can help, provided it does not reveal private photos, addresses, or unrelated account information. Explain whether the problem repeats with another supported image.
- Page address, date, approximate time, and time zone.
- Browser and device, plus the image format.
- The exact error message and steps to reproduce it.
- A task or order reference, if one is already available.
- Whether credits changed; never include full card details or passwords.