Troubleshooting

Credits did not arrive after payment

1. Refresh the page.
2. Log out and log in again.
3. Confirm you are using the same email used for payment.

If credits are still missing after a few minutes, contact support with your email, payment amount, payment time, and transaction ID.

Not enough credits

Check the actual cost shown on the button. Different models and resolutions may cost more than the default. If your balance is too low, buy a subscription or one-time credit pack.

Generation failed

• Try a shorter and more specific prompt.
• Remove conflicting instructions.
• Avoid unsupported file formats or overly large uploads.

If credits were reserved for a failed task, the system will try to release them automatically.

The result has scientific mistakes

AI-generated content must be reviewed before academic use. Put required labels, constraints, and logical relationships directly in your prompt. If the result is close, a small AI edit is usually better than regenerating the entire figure.

AI edit changed too much

Make the prompt more specific and state what should change and what must stay fixed:

Only change the title to "Figure 2: Nanoparticle uptake pathway".
Keep every other element, label, and layout unchanged.

Avoid vague requests such as "improve it" or "make it look better".

SVG text looks wrong after export

Some fonts may not render correctly in external software:

1. Convert text to outlines in Illustrator or Inkscape before final export.
2. Export PDF when embedded fonts are preferred.
3. Check whether the text size in Workspace is appropriate for print.

I cannot select an element

Make sure you are clicking the visible element rather than empty space. Some grouped elements require clicking the visible part. You can also use the layers panel to select by name.

Upload failed

• Use common image formats such as PNG, JPG, or WebP.
• Keep files reasonably small.
• Avoid corrupted files.

If uploads keep failing, try another browser or export the source file again.

Download failed

Refresh the result page and try again. For older items, file links may have expired; contact support with item details if needed.

Refund has not arrived

Refunds usually take 5 to 10 business days, depending on the bank or payment provider.

Generation is taking too long

Most generations finish within 30 to 90 seconds. If the progress appears stuck:

1. Wait 2 minutes before refreshing.
2. Refresh the page; completed results are saved automatically.
3. Check My Creations to see whether the result already appeared.

Contact support

To help us resolve the issue faster, include:

• Account email
• Feature used
• Generation time or payment time
• Screenshot of the issue
• Transaction ID, invoice ID, or item ID if available

Email: support@paperbanana.com