Troubleshooting common problems

The cutout has rough edges or leftovers

Set the subject type (for example product or person). Use a source photo with good contrast. Then refine the edges in Image Studio.

A job is stuck or failed

Open Jobs and look at the message. Click Why? for a plain-language explanation when AI helpers are on. Jobs that fail because of an error on our side refund their credits automatically, and stuck jobs fail on their own after 2 hours.

Video takes a long time

Video is processed frame by frame and can take a few minutes. Shorter clips, 720p, and 24 instead of 30 fps are faster. Use the preview first.

I didn't get the verification or reset email

Check spam and promotions. Make sure the address is correct, then use Resend email. Reset links expire after 30 minutes.

My webhook isn't receiving events

• The URL must be public HTTPS.
• Your server must respond with a 2xx status within 10 seconds.
• Check the deliveries list for errors, and use Send test.
• Verify signatures with the raw request body, not re-encoded JSON.

I get 429 rate_limit_exceeded

You've hit a rate limit for your key, workspace or plan. Wait for Retry-After and retry with backoff. Upgrade for higher limits.

A feature or menu item is missing

• Some features depend on your plan (video needs Pro or higher).
• Some depend on your role (billing needs Admin).
• Some must be switched on for your workspace (AI helpers, integrations). Ask your workspace admin.

The Google sign-in button doesn't appear

Google sign-in may not be enabled on this site, or a browser extension may be blocking accounts.google.com. You can always sign in with your email and password.

Still stuck?

Contact support with the request ID or job ID.