Where to Start

Start with the area your problem sits in. Each guide gives concrete steps and says clearly when the right move is to contact support instead of retrying.

Generation and prompts

• Generation FailedA generation stopped with an error.
• Generation Is Taking Too LongA generation is still running.
• AI Ignored Part of My PromptThe result missed something you asked for.
• Prompt Was RejectedYour prompt was not accepted.
• Model Is UnavailableThe model you wanted cannot be used right now.
• Incorrect AI-Generated TextLettering in the design is wrong.

Designs, layers, and canvas

• Duplicate Layers AppearedThe same layer shows more than once.
• Cannot Move a LayerA layer will not respond to controls.
• Design Looks CroppedDetail appears cut off at an edge.
• Design Appears Zoomed InThe artwork looks scaled beyond the canvas.
• Designs Are MissingA saved design cannot be found.
• Start Over Did Not Clear the DesignOld artwork remained after resetting.

Credits and payments

• Credit Balance Looks IncorrectYour balance does not match expectations.
• Credits Did Not AppearA purchase has not reached your balance.
• Payment FailedA payment was declined.
• Charged More Than OnceYou see a duplicate charge.

Orders and delivery

• Cannot Find an OrderAn order is not showing in your account.
• Tracking Is Not UpdatingTracking has stayed unchanged.
• Package Says Delivered but Is MissingTracking says delivered but nothing arrived.
• Mousepad Arrived DamagedThe product arrived in poor condition.
• Print Differs From PreviewThe printed result does not match the preview.

Still stuck

If none of the guides resolve the problem, contact support with your order number or the approximate time of the generation. Specific details shorten the investigation considerably.