Troubleshooting
An entry or model is missing
First, check that you are signed in to the correct account. Main image review, library uploads, passkeys, and available models may depend on permissions or site configuration.
If a feature is unavailable, there are no available generation options, or an upload button is missing, ask an administrator to check your access or the configuration. Switching browsers does not grant additional account permissions.
A task stays queued
Queued means the task has been created but has not started running. Wait times depend on execution capacity and existing tasks. This status alone does not identify the cause of a delay.
- Record the task ID and submission time.
- Reopen the creation record to check the latest status.
- If the status remains unchanged for a long time, give an administrator the task ID and current message.
Repeatedly clicking Generate does not speed up the queue. Do not create several identical tasks just because the original is waiting.
A result needs verification or has an unknown status
Needs verification means the system cannot safely confirm the original task's outcome. It does not mean that the task was never submitted or that no result was produced.
Keep the original record. If conversational creation offers Verify original task, or main image review offers Check and recover original submission, use that action to recover the original task. Otherwise, ask an administrator to investigate before generating again.
Credits may still be reserved at this point. This alone does not establish a final charge or an immediate refund.
A task completed, but its image is missing
Reopen the current creation record, then refresh Assets or use Load more. A result-sync or loading error does not require immediate regeneration.
If the result is still missing, give an administrator the task ID, completed status, and error message. An expired or unavailable media file may still have a task record, but that does not guarantee the file can be recovered.
A task failed or the credits look wrong
Read the failure message first. Check the input, file format, model availability, and credit balance. Correct any known issue before using the actions offered on the page.
A confirmed failure, an unknown submission result, and a preview that failed to load are different situations. In particular, do not treat an unknown result as an ordinary failure and submit it again.
In Credits and activity, check the available balance, reserved balance, and activity records. Failure does not guarantee that reserved credits are released immediately; use the task and account records to confirm what happened. In main image review, Edit & rerun creates a new task only when you click Start again.
An image upload or batch import failed
Limits vary by feature. Main image review accepts PNG / JPEG files up to 8 MiB. The Inspiration Library accepts JPEG / PNG / WebP files up to 25 MiB each. Images must also meet the pixel limits for that feature; see Main image review and Inspiration Library.
For a library batch import, check that filenames match the Excel sheet, categories are valid, and sources are complete. Uploads do not begin until all checks pass.
Skipped: image already exists is the normal result for an identical file and does not count as a failure. A notice about the same ASIN only warns that related images exist. You can continue after confirming that you want to keep another image.
If some processing steps fail, use Retry unfinished in the original batch dialog. For Upload needs verification, check My submissions before closing the dialog and importing the whole batch again.
A canvas did not save or has a conflict
New canvases and canvases opened through Create similar need to be exported locally first. Only saved canvases opened from Assets automatically save later changes.
If autosave fails, export important changes before checking your connection and retrying. For a save conflict, decide whether to load the remote version or save your current work as a copy. Do not replace your current content until you know which version to keep. See Canvas and saving for the steps.
What to send an administrator
Include the page you were using, task ID, time of the issue, complete error message, and steps to reproduce it. Add screenshots if useful, hiding unrelated account or product information.
You do not need to share your password, verification codes, passkeys, or browser login credentials.