Troubleshoot a failed or pending generation
Use this checklist to narrow down a problem and give support the information needed to investigate.
Before you retry
- Check the task status and record its ID and approximate submission time.
- Read the error message. Check the current uploader’s file format, size, and duration requirements.
- Confirm your account, workspace, selected model, and available credits.
- If the task is still pending, check its status before submitting it again.
Open the product’s guide
Contact support
Email support@akool.com with your account email, product and model, task ID, error message, and steps to reproduce. Include a screenshot with sensitive details removed. Never send passwords, API keys, or full card details.
For an unexpected deduction, see Common billing issues.
