> ## Documentation Index > Fetch the complete documentation index at: https://docs.imagine.art/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshooting > Solutions to common issues with your ImagineArt web account, including login problems, locked models, failed generations, and credit issues. Find solutions to the most common ImagineArt account issues below. If your problem isn't listed here, contact [support@imagine.art](mailto:support@imagine.art). **Check which sign-in method you used.** ImagineArt supports Google, Facebook, Discord, and Email. Trying the wrong method is the most common cause of login failures. Try each option on the sign-in screen. If you registered with a social provider (Google, Facebook, or Discord), there is no email/password combination to enter — use that provider's button directly. **If you use email sign-in and forgot your password:** 1. Click **Forgot password?** on the sign-in form. 2. Enter your account email and click **Send reset link**. 3. Check your inbox (and spam folder) for the reset email. 4. Follow the link and set a new password. **Other things to try:** * Clear your browser cache and cookies, then try again. * Try a different browser or an incognito/private window. * Disable any browser extensions that might interfere with authentication (ad blockers, privacy shields). * Make sure your device clock is set to the correct time — authentication tokens can fail if the time is skewed. If you still cannot sign in, email [support@imagine.art](mailto:support@imagine.art) with your account email and a description of the error you see. After upgrading, Pro models should unlock immediately. If they are still showing as locked: 1. **Refresh the page** — the UI sometimes needs a manual refresh to reflect the plan change. 2. **Sign out and sign back in** — this forces a fresh session with your updated plan status. 3. **Check your billing status** — go to **Billing & Subscription** and confirm your upgrade completed successfully. If you see a payment error, resolve it first. 4. **Wait a few minutes** — in rare cases, plan activation takes up to 5 minutes to propagate. If Pro models remain locked after all of the above, email [support@imagine.art](mailto:support@imagine.art) and include your account email and the name of the plan you upgraded to. Generation failures can happen for several reasons: * **Temporary server load** — try submitting your generation again. Most transient failures resolve on a second attempt. * **Prompt content** — if your prompt contains content that violates ImagineArt's usage policies, the generation will be blocked. Review the [Terms and Conditions](/policies/terms-and-conditions) for content guidelines. * **Unsupported settings combination** — some models have constraints on certain setting combinations (e.g., resolution or aspect ratio). Try adjusting your settings and regenerating. * **Browser issues** — clear your cache, try a different browser, or disable extensions. If a generation fails, credits are generally not deducted for the failed job. If you believe you were charged for a failed generation, contact [support@imagine.art](mailto:support@imagine.art) with the date and approximate time of the failure. Generation time depends on the model, settings, and current platform load. Typical ranges: * **Images:** 4–15 seconds * **Videos:** 30–60 seconds If you are consistently experiencing much longer wait times: * **Check platform status** — there may be a temporary increase in demand. Try again after a few minutes. * **Try a different model** — some models are computationally heavier and naturally take longer. * **Reduce output settings** — lowering resolution, output count, or video duration will generally speed up generation. * **Check your internet connection** — a slow or unstable connection can delay results from reaching your browser. If slow generations persist across multiple sessions and models, email [support@imagine.art](mailto:support@imagine.art). **Subscription credits** refresh on your monthly billing anniversary — not on the 1st of each month. To check your renewal date: 1. Click your **profile picture** in the top-right corner. 2. Select **Billing & Subscription**. 3. Look for your **next renewal date**. If the renewal date has passed and your credits have not refreshed: * Check that your payment method is valid and your subscription is still active (a failed payment can pause your subscription). * Sign out and sign back in to force a session refresh. **Free credits** reset every 24 hours from when they were last issued. If your free credits haven't refreshed after 24 hours, sign out and back in. If the issue persists, contact [support@imagine.art](mailto:support@imagine.art) with your account email and a screenshot of your credits modal. All your past generations are stored in your **Gallery**. To access it: 1. Click your **profile picture** in the top-right corner. 2. Select **My Gallery** (or navigate to your profile page). If you are logged in as the correct account and still cannot find a specific generation, it may have been deleted. ImagineArt does not currently offer a recycle bin or recovery for deleted content. If you believe the content disappeared unexpectedly, email [support@imagine.art](mailto:support@imagine.art) with the approximate date of the generation and your account email. ## Contact support If none of the above resolves your issue, reach out directly: * **General support:** [support@imagine.art](mailto:support@imagine.art) * **Billing issues:** [billing@imagine.art](mailto:billing@imagine.art) When contacting support, include your account email address, a description of the issue, and any error messages or screenshots you have.