> For the complete documentation index, see [llms.txt](https://docs.ideogram.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.ideogram.ai/help/troubleshooting.md).

# Troubleshooting

Fix common Ideogram problems by what you see, from sign-in trouble and failed generations to content policy messages, missing images, downloads and team invites.

Find what you're seeing below, then follow the steps. Many problems clear up after a retry, so try once more before anything else. If a step doesn't help, [contact support](/help/support.md) with the exact message you saw.

To check for a service problem first, see [Service status](https://status.ideogram.ai/).

## Sign-in and account

### I can't sign in, or signing in makes a new, empty account

Each sign-in method makes its own account. If your images and plan are missing after you sign in, you probably used a different method than before.

1. Sign out.
2. Sign in again with the method you used first: **Continue with Google**, **Continue with Apple**, **Continue with Microsoft**, **Continue with SSO** or **Continue with email**.
3. If you only see one sign-in button, select **Use another account** to see them all.
4. Not sure which email you used? Check an old Ideogram receipt or invoice. It shows the account's email.

### The password reset email never arrives

If you signed up with Google, Apple or Microsoft, your Ideogram account has no password, so no reset email is sent. Sign in with that provider instead. To change the password, change it with Google, Apple or Microsoft.

If you used Apple's **Hide My Email**, your account uses an Apple relay address. Sign in with **Continue with Apple**.

For an email account, check your spam folder, and make sure you typed the address you signed up with.

### "Something went wrong when trying to sign in"

1. Wait a minute and try again.
2. Clear your browser's cache and cookies, or try a private window or another browser.
3. Turn off browser extensions that block scripts or cookies, then try again.

### "Session expired — reload the page to sign in"

Reload the page and sign in again. Anything you were typing in the prompt box may need to be entered again.

### I can't sign in to the iOS app with email and password

The iOS app doesn't support email and password sign-in. If your account uses it, use Ideogram in a web browser.

### I want to change my email or username, or merge two accounts

Ideogram can't change an account's email or username, merge accounts, or move a subscription from one account to another. See [Account Settings](/get-started/account-settings.md) for what you can change.

## Credits and plan

### Generate opens an upgrade window

The window, titled **Upgrade to unlock premium apps & models**, appears when the app or model needs a paid plan, or when you don't have enough credits for the run.

* Premium apps and partner models need a paid plan or bought credits, whatever your free balance.
* Precise Edit allows a limited number of free edits. After that, it opens the upgrade window too.
* Some generations always use credits, even on plans that keep generating after credits run out: custom models, partner models, reference images, image edits and upscales.
* The button shows the cost before you click. If it shows no amount, finish the required inputs first.

See [Plans and Credits](/plans-and-billing/available-plans.md) and [Why won't Generate start?](/create/create.md#why-wont-generate-start)

### My credits don't show, or run out faster than I expect

1. Check the workspace switcher at the top of the sidebar. Credits belong to a workspace, so a team workspace and your personal one have separate balances.
2. Check what each run costs. Costs differ by model, size and app, and the button shows the cost before you click.
3. Paid for credits but don't see them? See [Troubleshooting Billing Issues](/plans-and-billing/billing-and-subscriptions/troubleshooting-billing-issues.md).

### I subscribed in the iOS app and can't buy extra credits

App Store subscriptions can't add extra credits. Apple handles App Store plans, changes and refunds. See [Subscriptions Through the iOS App](/plans-and-billing/billing-and-subscriptions/ios-app-subscriptions.md).

## Generating images and videos

### "Could not generate that image. Please try again."

1. Click **Generate** again. Most failures are temporary.
2. If it fails again, remove reference images one at a time to see if one of them is the cause.
3. Try another model.
4. Still failing? Check [Service status](https://status.ideogram.ai/), then [contact support](/help/support.md) with the model name and a link to the image page.

### "Could not generate that video. Please try again."

1. Try again in a few minutes.
2. If your prompt or start frame shows a realistic face or person, try another image or describe the scene differently. Video models apply their own content checks.
3. Try another video model.

See [Why won't my video generate?](/create/video.md#why-wont-my-video-generate)

### "Your prompt doesn't seem to meet our content policy"

Ideogram's safety check flagged the prompt. The check sometimes flags prompts that are fine.

1. Rewrite the prompt with plainer words. Remove words that could read as violent, sexual or about a real person, even if you meant something harmless.
2. Try again. A second try can pass.
3. If an image upload is flagged ("Your image doesn't seem to meet our content policy."), try a different image.

### A generation spins and never finishes

1. Wait a minute, then reload the page. Finished results appear in **Library** → **Generations** or in the app's **Assets** tab.
2. If nothing appears, generate again.

### Results ignore my prompt, or text and faces look wrong

See [Fix Common Problems](/prompting/fix-common-problems.md) for prompt fixes, and [Text in Images](/prompting/text-in-images.md) for lettering.

### A reference image shows "Not used"

The selected model can't use that kind of reference. Switch to a model that accepts it, or remove the reference. See [What does Not used mean?](/create/reference-images.md#what-does-not-used-mean)

### A model, app or option I used before is missing

1. Clear the search box and filters in the model or app picker.
2. Check that the right workspace is selected.
3. Some options depend on the model. For example, the aspect ratios on offer change when you switch models.

See [Models](/create/models.md) and [Apps and Workflows](/create/apps.md).

## Library, downloads and upscales

### "You already have bulk downloads in progress"

Ideogram prepares one bulk download at a time. Wait for the current ZIP to finish, then start the next. See [Download many at once](/organize-and-share/download.md#download-many-at-once).

### My image downloads with a grey or checkered background

The image has a transparent background. Download it as **PNG**, which keeps transparency. See [Transparent Backgrounds](/create/transparent-backgrounds.md).

### An upscale size is greyed out

The result would be larger than Ideogram supports. Pick a smaller scale. See [If a scale is unavailable](/edit/upscale.md#if-a-scale-is-unavailable).

### My images are missing

1. Check the workspace switcher. Images belong to the workspace you made them in.
2. Look in **Library** → **Generations**, **Uploads** and your [Collections](/organize-and-share/collections.md).
3. Images missing from your public profile may be unpublished, not deleted. See [Share and Publish](/organize-and-share/share-and-publish.md).

Deleted images can't be recovered.

## Teams

### "This invitation is linked to a different email"

The invite was sent to another address. Sign in with an Ideogram account that uses exactly the invited email, or ask your team owner to invite the email you use. See [Team Plan](/plans-and-billing/team-plan.md).

## Known limitations

These aren't errors. Ideogram can't do them today:

* Change an account's email or username, merge accounts or move a subscription between accounts.
* Recover deleted images or deleted accounts.
* Sign in to the iOS app with email and password.
* Add extra credits to an App Store subscription.
* Keep generating after credits run out with custom models, partner models, reference images, image edits or upscales.

## Still stuck?

[Contact support](/help/support.md). Include the exact message, the app or model, your workspace, your browser or device, and a link to the image page. See [What to include](/help/support.md#what-to-include).