Generations
| You see | Fix |
|---|---|
| ”Generation failed” or “Error generating image” | Run it again; if the same input fails twice, change the prompt or image. Failed runs are refunded. |
| ”Generation timed out” or “The AI service is temporarily unavailable” | Wait a few minutes, then run it again. |
| Many generations fail at once | Look for a service notice in the app. See Service incidents. |
| ”Image is too large on the canvas” | Scale the image down on the canvas, then run it again. |
| ”Prompt blocked for …” or “flagged by a content policy check” | Reword the prompt or use another image. If it’s a mistake, email [email protected]. |
| ”Your organization restricts artist names and trademarked content” | Remove the name or brand, or ask your admin. |
| ”You need to connect this block to an image first” | Drag an image onto the block, or select it and press Q. |
| ”Maximum of … connected images reached” | Connect up to 4 images, or split the work across two blocks. |
| The generate arrow is greyed out | Type a prompt and connect an image. View only in the toolbar means you can’t edit. |
| ”Prompt is too long” | Shorten it to 5,000 characters or less. |
| ”You can reference up to 5 images, collections and folders per prompt” | Remove some @ mentions; at most 3 can be collections. |
| ”… still processing” or “Image is still uploading” | Wait a few seconds, then generate again. |
| Variate or Extract isn’t in the Modify list | Use Insert (+) or the + handle. See Where is it? |
| Instant Render isn’t in Insert (+) | It isn’t listed on Free. See Instant Render. |
Credits and limits
| You see | Fix |
|---|---|
| ”You’re on a roll! Please wait … before continuing.” | Wait for the time shown. It’s a per-minute limit, not credits. See Plans. |
| ”4K limit: … image(s) per minute” | Wait, or set Resolution to 2K. |
| ”This request has … outputs, but your plan allows up to … per minute” | Ask for fewer outputs, for example by mentioning a smaller folder. |
| ”You’ve reached your monthly limit” | Admins click Upgrade or Buy credits; everyone else asks an admin. See When you run out. |
| ”Pro requires … credits for … seconds” | Make the clip shorter, use Fast, or buy credits. |
| ”There’s an issue with your payment” | Click Pay invoice. See Billing. |
Uploads and exports
| You see | Fix |
|---|---|
| ”The file you’re trying to upload is not a valid image” | Save it as PNG or JPG. 3D models must be .glb, .gltf, .fbx, .obj or .stl. |
| ”File too large, maximum allowed size is 50MB.” | Reduce the 3D model’s size. The Library takes 3D models up to 50 MB; the Workbench and Studio take up to 150 MB. |
| ”Video is … MB. Maximum size is 50 MB.” or “Unsupported video format” | Compress the video, or convert it to MP4. |
| A large image imports smaller | Imports are scaled to fit 3840 × 2160; export larger later. |
| Uploads stall on a company network | Ask IT to allow uploads of up to 150 MB to app.vizcom.com. See Network requirements. |
| An export size is greyed out | Hover it to see why, then pick another size or Original. |
| ”… exceeds the 4× limit” or “Choose 4× to upscale transparent images.” | 4× is for transparent images up to 2,500 px per side; otherwise choose Original. |
| ”Upscale limit: … images at once” | Export in smaller batches. |
| ”Upscale failed” | Retry it from the Export queue. |
| A Studio export size opens an upgrade window | Export at Original, or use Quick actions > Upscale 4K on the Workbench. |
Files and access
| You see | Fix |
|---|---|
| You can’t find a file | Check the workspace switcher, Search all files, My Files, your teams and Trash. |
| A team’s files are missing | Ask to join the team, or ask an admin to unarchive it in Settings > Teams. |
| You deleted a file | Open Trash, then the file’s menu, and click Restore. |
| A removed member’s files are gone | Admins find them in Settings > Recovered Files. |
| View only in the toolbar | Ask an admin for edit access. For a template, click Duplicate file to edit. |
| New file is greyed out | Your role can’t create files; ask an admin. See Roles and permissions. |
| A Security setting moved | See Security settings labels. |
| ”Cannot accept invite for a different email address.” | Sign out, then open the invite link again. |
| ”No SSO enabled workspace was found” | Sign in another way, or ask your admin to invite you. |
| Signed out after inactivity | Click Stay logged in before the countdown ends, or sign in again. |
Browser and app
| You see | Fix |
|---|---|
| ”An updated version of the app is available” | Click Reload. |
| Paste isn’t supported | Use Chrome or Edge, or upload the file. |
| Voice input isn’t supported | Use Chrome or Safari, or type the prompt. |
| ”Microphone access was blocked.” | Allow the microphone for app.vizcom.com in your browser. |
| ”Vizcom is not supported on mobile devices.” | Use a computer or tablet; send phone photos with Upload from phone. |
| ”This version of the app is too old.” | Download the latest desktop app. |