Troubleshooting
When a run fails: refunds and what to do
Why a run can fail, how credits come back automatically (fully or partly), what each error message means and when to contact us.
SymplysisAI
Credits always come back
The refund shows on the run and in the credit history in Settings → Billing & finance. You never need to request it.
The messages and what to do
| Message | What to do |
|---|---|
| This took longer than it should and was stopped. | Try again; busy moments pass quickly. |
| The AI declined this one. | The AI's safety rules refused the photo or instructions (common for medical claims, body before/after, weapons, adult or alcohol products, famous people or brands). Use another photo or reword the notes. |
| The product photo couldn't be used. | Use a clear JPG or PNG of the product, well lit and fully visible, not a collage or screenshot. |
| Something is missing. | A product or file was deleted while the run worked: run it again. |
| The AI provider couldn't finish. | Try again a little later. |
A run seems stuck
Videos take several minutes; other tools usually under two. Runs continue if you close the page: check History. A run in progress can be cancelled, which returns its credits.
Contact us when
- Credits from a failed run didn't come back.
- The same failure repeats.
- Use Send to support on the failed run: it sends the run's details to the team.
Questions and answers
Why did I get only part of my credits back?
Part of the run was delivered; only the failed part is refunded.
Was this article helpful?
Related articles
- A result doesn't look rightWhat to do when the product looks different, the language or dialect is wrong, or one part of a result needs changing.
- How credits workWhat each AI tool costs in credits, plan credits vs extra credits, carry-over when you renew, and automatic refunds for failed runs.
- My payment hasn't been appliedWhat to check when you paid but your plan or credits aren't active yet, for card, crypto, Binance Pay and RedotPay.
Still stuck? Ask us.
Our assistant answers in your language right away, and a person from the team takes over whenever you need one.