Skip to main content

Common Issues

Quick fixes for the most frequently encountered problems in Influgen.

Login & Authentication​

Can't Log In​

Problem: "Invalid credentials" or "User not found" error.

Solutions:

  1. Double-check your email address — make sure there are no typos
  2. Check your spam folder for the magic link email
  3. Request a new magic link — previous links expire after 15 minutes
  4. Try a different browser to rule out cookie/cache issues
  5. Clear your browser cache and cookies for influgen.ai

Still stuck? Contact support@influgen.ai with your account email.

OTP Code Not Working​

Problem: "Invalid OTP" or "Code expired" message.

Solutions:

  1. Check the timestamp — OTP codes expire after 10 minutes
  2. Request a fresh code via "Resend OTP"
  3. Copy-paste carefully — avoid extra spaces
  4. Check your spam folder if the email hasn't arrived
  5. Wait 60 seconds between requests to avoid rate limiting

Note: OTP codes are single-use. Once entered (even incorrectly), request a new one.

Problem: Clicking the login link shows "Link expired or already used."

Solutions:

  • Magic links expire after 15 minutes
  • Request a new link from the login page
  • Check that you're clicking the most recent link if you requested multiple

Content Generation​

Generation Timeout​

Problem: "Generation timed out" or loading spinner never completes.

Solutions:

  1. Retry the generation — occasional AI service delays are normal
  2. Check your credits — ensure you have enough for the operation
  3. Simplify your prompt — extremely long or complex prompts can timeout
  4. Wait 30 seconds before retrying to avoid queuing conflicts
  5. Try during off-peak hours (early morning or late evening UTC)

Still timing out? Report it via support@influgen.ai with the timestamp and character name.

Poor Quality Results​

Problem: Generated images don't match your character or look off.

Solutions:

  1. Regenerate 2-3 times — AI outputs vary naturally
  2. Refine your character description — add more specific details
  3. Use the sample images feature — preview before bulk generation
  4. Check face consistency settings — ensure "Lock Face" is enabled
  5. Update reference images in character settings

See the Face Generation guide for detailed guidance.

Credits Deducted But No Result​

Problem: Credits were consumed but no image/video appeared.

Solutions:

  1. Check your content queue — results may be processing
  2. Refresh the page — the UI may not have updated
  3. Look in your browser's download folder — some exports auto-download
  4. Wait 2-3 minutes for processing to complete

If credits were lost without output: Contact support@influgen.ai with the generation timestamp for a refund.

Performance Issues​

Slow Loading / Dashboard Lag​

Problem: The app feels sluggish or pages take forever to load.

Solutions:

  1. Clear your browser cache:

    • Chrome: Cmd/Ctrl + Shift + Delete
    • Safari: Preferences → Privacy → Manage Website Data
    • Firefox: Preferences → Privacy & Security → Clear Data

  2. Disable browser extensions temporarily (especially ad blockers)

  3. Check your internet connection — try speedtest.net

  4. Use a modern browser:

    • Chrome 90+
    • Safari 14+
    • Firefox 88+
    • Edge 90+

  5. Close unused tabs — Influgen works best with available memory

Images Not Displaying​

Problem: Placeholder boxes instead of images, or broken image icons.

Solutions:

  1. Hard refresh the page: Cmd/Ctrl + Shift + R
  2. Check browser console for blocked requests (F12 → Console tab)
  3. Disable VPN/proxy temporarily — some CDNs block certain IPs
  4. Try incognito/private mode to rule out extension conflicts
  5. Check if your network blocks image CDNs (common in corporate/school networks)

Character Issues​

Can't Create New Character​

Problem: "Maximum characters reached" or creation fails.

Solutions:

  1. Check your plan limits:

    • Starter: 1 character
    • Growth: 3 characters
    • Agency: 10 characters

  2. Archive an existing character to free up a slot

  3. Upgrade your plan for more character slots

Face Inconsistency​

Problem: Generated content doesn't match your character's face.

Solutions:

  1. Enable "Lock Face" in character settings
  2. Regenerate the face if the initial generation is poor quality
  3. Use high-quality reference images (minimum 512x512px)
  4. Avoid drastic prompt changes that conflict with face attributes
  5. Review face generation logs in character settings for errors

See Face Generation Guide for best practices.

Billing & Subscription​

Payment Failed​

Problem: "Payment declined" or "Card error" message.

Solutions:

  1. Verify card details are correct (number, CVV, expiry, ZIP)
  2. Check your bank balance and credit limit
  3. Contact your bank — some flag AI/tech services as suspicious
  4. Try a different card or payment method
  5. Use the Stripe portal for secure payment updates

Credits Not Refilling​

Problem: Monthly credits didn't reset on billing date.

Solutions:

  1. Check your billing date — it's based on your signup date, not calendar month
  2. Verify subscription is active in Billing & Subscription
  3. Look for failed payment emails — subscription may have lapsed
  4. Refresh the page — credit balance may be cached

If credits are genuinely missing: Contact support@influgen.ai immediately.

Browser-Specific Issues​

Safari on macOS​

Problem: Certain features don't work or appear broken.

Solution:

  • Enable Preferences → Advanced → Show Develop menu
  • Go to Develop → Disable Cross-Origin Restrictions (for local testing)
  • Ensure Prevent Cross-Site Tracking is OFF for influgen.ai

Mobile Browsers​

Problem: Touch interactions or layout issues on phone/tablet.

Note: Influgen is optimized for desktop use. Mobile support is limited but improving.

Workarounds:

  • Use desktop mode (browser settings)
  • Rotate to landscape for wider layout
  • Use the native app (coming soon)

Still Need Help?​

If none of these solutions work:

  1. Take a screenshot of the error message
  2. Note the exact steps that cause the problem
  3. Include your browser and OS (e.g., "Chrome 120 on macOS Sonoma")
  4. Email support@influgen.ai with the above details

Expected response time: Within 24 hours (usually faster).