> ## Documentation Index > Fetch the complete documentation index at: https://docs.vizcom.com/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshooting > Fix common Vizcom problems by the message you see: generations, credits and limits, uploads and exports, files, access and browsers. Find the message or symptom you see, then follow the fix ("…" stands for a part that changes). ## 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](https://docs.vizcom.com/help/support.md#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 [support@vizcom.com](mailto:support@vizcom.com). | | "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?](https://docs.vizcom.com/help/where-is-it.md#variate-and-extract) | | **Instant Render** isn't in **Insert** (+) | It isn't listed on Free. See [Instant Render](https://docs.vizcom.com/tools/instant-render.md). | ## 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](https://docs.vizcom.com/reference/plans.md#compare-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](https://docs.vizcom.com/vizcom-credits.md#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](https://docs.vizcom.com/billing-plan-management.md). | ## 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. | | 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](https://docs.vizcom.com/admin/roles-and-permissions.md). | | A **Security** setting moved | See [Security settings labels](https://docs.vizcom.com/help/where-is-it.md#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. | ## Still stuck Click **Help** (?) > **Contact support** and include the file link, the exact message and your prompt. See [Support](https://docs.vizcom.com/help/support.md). This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.