Answer

Short answer:

To resolve issues quickly, please provide the original input image, the exact prompt used, and a brief description of your intended result. If you are on a Pro or Team Pro plan, you can also request a private support session or training call.

Overview

Troubleshooting generative AI often requires understanding the specific context of a render. Because output quality depends heavily on both the prompt and the base image, a text description of a problem is rarely enough to diagnose the issue.

When the support team can see exactly what the model was working with, they can replicate the scenario, identify whether the issue lies in the prompt structure or the input file, and provide a specific solution.

What to include in your request

Providing the right details upfront eliminates back-and-forth emails. Include these elements when contacting support:

• The original input file

If you used a sketch, 3D screenshot, or photo as a base, attach the original file. This allows the team to test the workflow directly.

• The exact prompt

Copy and paste the full text prompt. Small nuances in wording can significantly change how the AI interprets a scene.

• The specific tool used

Mention if you were using Text-to-Image, Sketch-to-Render, or a specific editing tool like the Upscaler or Inpainting brush.

• The intended goal

Briefly explain what you were trying to achieve. For example, "I wanted a realistic concrete texture, but the result looks like plaster."

• Screenshots of the error

If the issue is technical (like a failed upload or interface error), a screenshot of the entire screen helps identify browser or system conflicts.

Support for different plans

The level of support and speed of access varies by subscription tier.

• Standard Support

Available to all users. Issues are handled by reviewing input files and clarifying goals via email or chat.

• Pro and Team Pro Support

These plans include priority access. Users can skip queues and have the option to book private training or support sessions for complex workflow guidance.

When to contact support

Reaching out is recommended in these specific scenarios:

• Persistent visual errors

When a specific prompt or input consistently produces artifacts or hallucinations despite trying different variations.

• Account management

For assistance with billing, upgrading, or managing team members on a Team Pro plan.

• Quality discrepancies

If an image looks significantly different from what you expect based on the model's typical performance.

Limitations or notes

• Language support

You can write your support request in your native language. The interface and system handle multiple languages, including English, Spanish, Italian, Portuguese, Hungarian, and French.

• Response times

Response times may vary depending on ticket volume, but providing complete information in the first message generally leads to a faster resolution.

• File sizes

Ensure your attachments do not exceed standard email limits. If the input file is larger than 16MB, consider sending a cloud storage link.