Troubleshooting
Fix common issues with credits, generation, downloads, login, and billing
Start here when something is not working as expected. If you only need a short answer, see FAQ.
Quick diagnosis
| If you see | Try this first | Then check |
|---|---|---|
| Credits did not arrive | Refresh, log out, and log in again | Credits and Billing |
| Not enough credits | Check the cost shown on the button | Credits and Billing |
| Generation failed | Shorten the prompt and remove conflicting instructions | Prompt Cookbook |
| Result is close but imperfect | Use a small edit instead of regenerating | Workspace Editor |
| Upload or download failed | Refresh and retry with a common file format | This page's Workspace and files section |
Payment and credits
Credits did not arrive after payment
- Refresh the page.
- Log out and log in again.
- Confirm you are using the same email used for payment.
- Wait a few minutes for payment confirmation to finish.
If credits are still missing, contact support with your account 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.
Refund has not arrived
Refunds usually take 5 to 10 business days, depending on the bank or payment provider. If that window has passed, contact support with your account email and transaction ID.
Generation quality
Generation failed
- Try a shorter and more specific prompt.
- Remove conflicting instructions.
- Avoid unsupported file formats or overly large uploads.
- Try again after a short wait if the provider is temporarily slow.
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 edit is usually better than regenerating the entire figure.
Use the Prompt Cookbook to make the next prompt more concrete.
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".
Generation is taking too long
Most generations finish within 30 to 90 seconds. If the progress appears stuck:
- Wait 2 minutes before refreshing.
- Refresh the page; completed results are saved automatically.
- Check My Creations to see whether the result already appeared.
Workspace and files
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.
SVG text looks wrong after export
Some fonts may not render correctly in external software:
- Convert text to outlines in Illustrator or Inkscape before final export.
- Export PDF when embedded fonts are preferred.
- Check whether the text size in Workspace Editor is appropriate for print.
Upload failed
- Use common image formats such as PNG, JPG, or WebP.
- Keep files reasonably small.
- Avoid corrupted files.
- Export the source file again if it came from another editor.
Download failed
Refresh the result page and try again. For older items, file links may have expired; contact support with item details if needed.
Account and support
I cannot find previous generations
Log in with the same account used for generation, then open My Creations. If you may have used another email, include both addresses when contacting support.
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