This article explains what happens when an error appears during generation, or when a generation never seems to finish.
When tokens are returned automatically
If a 3D image or 3D model generation ends in failure, the tokens it used are returned automatically. You get back exactly the number you used. For example, if you used 3 tokens with "Max", you get 3 back, and for a 3D model you get 5 back. This includes cases such as:
- The generation stopped partway because of a network or server problem
- The safety system blocked the generation
- The image was identified as a photo and "Photos are not supported. Please upload a hand-drawn illustration." was shown
- The generation took too long to finish (a 3D image is treated as failed after 15 minutes, and a 3D model after at most 45 minutes)
If you keep the page open, the tokens return to your balance as soon as the failure is detected. If you closed the page, they are returned by an automatic process that runs once a day.
When tokens are not returned
- If a generation completed, tokens are not returned even if you don't like the result. To try again, use "Regenerate" (regenerating also uses tokens).
- Purchased tokens are digital content and can't be refunded.
If you want a different result, you can also try a higher quality level. See Choosing image quality (Standard, Pro, Max).
If your tokens were not returned
If a generation failed but your tokens were not returned, contact us as follows. The contact form is currently shown in Japanese, so the labels below are written as they appear on screen.
- Open the contact form.
- Under "お問い合わせ種別" (inquiry type), select "不具合のご報告" (bug report).
- Enter the date and time of the generation and the message that was shown, then select "送信する" (Send).
To check your token balance, see How tokens work and how to check your balance.