Troubleshooting
Fix common generation, export, billing, sign-in, and account problems yourself, or find the fastest way to reach our support team.
A generation failed — what now, and were my credits charged?
If a generation fails, retry it. Failed generations should not consume credits. Here's how to check your balance and when to contact support.
Why does the Video Studio say I've hit my limit?
Video works on every account, including free. If the Video Studio refuses a render, you are low on credits or asked Premium for more than your draft covers.
Fixing aspect ratio, resolution, and quality on exports
Wrong crop or low quality on an export? Choose 16:9 for landscape or 9:16 for portrait, and pick the right resolution before exporting.
I can't see the AI badge on my export — should it be there?
PrismPoster adds a visible AI badge to likeness content only. Every other export carries an embedded provenance mark inside the file, on every account.
Payment failed or billing looks wrong — how to fix it
Fix a declined payment, match a charge to a credit pack, and resolve billing questions. PrismPoster bills through Stripe. Contact support for charge issues.
I didn't get the verification email — what should I do?
Didn't get your PrismPoster verification email? Check spam, confirm the address is correct, and resend. Here's how to get verified fast.
Sign-in and password problems
Reset a forgotten password, change your password or account email, delete your account, and fix sign-in problems on PrismPoster.
How do I get help from PrismPoster support?
Search the Help Center first, then email support@prismposter.com with your account email, what you tried, any error, and a timestamp.
Support
Still need help?
If you could not find an answer here, contact support. Include your account email, what you were trying to do, any error message, and roughly when it happened — that lets us help on the first reply.