A generation failed — what now, and were my credits charged?
If a generation failed or got stuck, the first move is simple: retry it. Failed generations are not meant to consume credits — you are charged for completed work, not for errors. If your balance dropped on a run that never produced a result, that is worth reporting. Below is how to retry, how to read your credit history, and exactly what to send us if something looks wrong so we can resolve it in one reply.
What should I do first when a generation fails?
Retry the generation. Most failures are transient — a model timeout, a network blip, or a momentary capacity issue — and a second attempt succeeds.
- Reload the studio (Image Studio, Video Studio, Music Studio, or Storyboard Studio) and try the same prompt again.
- If it fails again, change one thing: simplify the prompt, lower the resolution, or remove a reference image, then retry.
- Check your internet connection if you are on mobile or a flaky network — a dropped request can look like a failure.
Your finished work always lands in the Library. If a result is missing there, the run did not complete.
Were my credits charged for the failed run?
A failed generation should not cost credits. Credits are spent when a generation completes and the media is produced — see how credits work for the full model. To confirm:
- Open the Credits page from the sidebar. It shows your balance and a history of spends.
- Compare your balance before and after the failed run. If a completed generation is listed for the run that errored, note its timestamp.
- Remember that one shared credit pool covers every studio, so check that another generation in another tab didn't account for the change.
If the history shows a charge for a run that produced nothing, that is the detail support needs.
When should I contact support, and what should I include?
Reach out if a generation fails repeatedly, if a charge appears for work you never received, or if a result is stuck "processing" long past where it should finish. Email support@prismposter.com and include:
- Your account email (the one you sign in with).
- What you tried — which studio, the prompt, and any settings like resolution.
- The exact error message, if one appeared.
- The timestamp of the attempt (your time zone is fine).
That set lets us trace the run without back-and-forth. See how to contact support for the full process.
Frequently Asked Questions
Do I lose credits if a generation fails?
No. Credits are charged for completed generations, not for failed ones. If your balance dropped on a run that never delivered a result, check the Credits page and report it with the timestamp.
My generation is stuck on "processing" — is it lost?
Not necessarily. Video and high-resolution jobs take longer than text or image drafts. Give it a few minutes and check the Library. If it never appears and the status doesn't clear, retry, then contact support with the timestamp.
Why does the same prompt sometimes fail and sometimes work?
Failures are usually transient — a model timeout or brief capacity limit. A retry, sometimes with a slightly simpler prompt or lower resolution, almost always succeeds.
How do I see exactly what I was charged for?
Open the Credits page from the sidebar. It lists your balance and a history of completed generations so you can match each spend to a result.