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1

Check status

Status reports image, video, audio, and workflow availability separately, plus per-model status. Most “it stopped working” questions are answered there — and failed runs aren’t charged, so an incident costs you nothing but time.
2

Check the FAQ for your output type

Image · Video · Audio
3

Then get in touch

If status is clean and the FAQ doesn’t cover it, report it — with the details below.

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Common answers

Check status first, including per-model status — one model can be degraded while its whole category looks healthy. Failed runs aren’t charged. Trying a different model in the same capability is usually the fastest unblock.
Upgrade or buy a credit pack on Billing. Packs add permanent credits on top of your monthly allowance.
Access is per plan. The picker marks what your plan can’t run rather than hiding it. See Credits & Plans.
Check Analytics — it breaks generations down by model and family. Video and audio often bill per second, so duration matters more than run count.
My Assets holds everything, and Prompt History holds every prompt. If you were in a team account when you made it, switch to that account — assets belong to the account that created them.
A team account is one shared pool and any member can spend it. There’s no per-member limit. See Accounts & Teams.
See API keys — a 401 usually means the key is disabled or the header is malformed; a 403 means it lacks the scope.

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Reporting a problem

Include these and it gets diagnosed on the first reply:
  • What you ran — the model and the surface (Generate, Agent, Boards…)
  • When — roughly, so it can be matched against incidents
  • What happened versus what you expected
  • Whether it repeats, or happened once
  • Whether other models work for the same capability
Never include an API key or integration token in a support message or screenshot. If you’ve already sent one, disable it in Integrations immediately.

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Other products

Pixio ComfyUI

Your own ComfyUI workflows as an API — separate product, separate API. Start with its troubleshooting page.

Pixio Canvas for iPad

The iPad drawing and tracing app — its own setup and support.

Integrations

API keys, the Claude skill, and what you can automate.

AI Tutor

A separate product with its own docs in this site.