Frequently Asked Questions
Teams and permissions
Why can't I see the “Create Project” control?
In Team Management, only that team's owner sees the project creation controls. Members can open the “Projects” tab but will not see the create button.
Ask the team owner to create the project and add you to it. If you own a team, Canvas Creation can also create a project canvas in your own team. This does not grant creation rights in other teams.
See Create Your First Team Project.
Why am I told I cannot start a subscription?
The subscription page serves the team you own. Starting or managing a subscription also depends on the checkout and management availability shown on the page.
Membership in someone else's team does not grant access to manage its subscription. If you are an owner and the action is unavailable, read the displayed reason and contact an administrator when needed.
See Start and Manage a Subscription.
Credits and consumption
The sidebar balance doesn't match the team I selected in Team Management
That is expected. The sidebar quota card always shows the balance of the team you own, and does not follow the team selected under “Team Management.”
When you open another team to view its projects or assets, the credit figure still belongs to your own team. See View and Transfer Creation Credits.
Refreshing the balance and transferring credits require a team you own. Membership alone does not let you manage another team's balance through these controls.
Generation finished but the balance hasn't changed
The balance refreshes automatically when you change pages. If a task just finished and the number has not updated, use the refresh button on the quota card.
If I delete a generated image, are the credits refunded?
No. Deleting only removes the task from the history list — credits already consumed are not refunded. The confirmation dialog states this as well.
Why does the estimated cost change each time?
Image generation currently estimates the model's price per image multiplied by the count. Video generation and media processing use their respective model, tool, and parameter pricing. Pricing changes also affect estimates. Use the figure shown before submitting.
Subscriptions
I already subscribed — how do I upgrade, downgrade, or change the cycle?
While a subscription is active, selecting another plan takes you to the Stripe subscription management page. Check the available plan, billing cycle, and cancellation actions there. Confirm effective dates and any price adjustment on the payment page.
This prevents a second checkout from creating a duplicate subscription and double-charging you.
I paid, but the status still says payment incomplete
Select “Check Payment Status” first so the system reconciles with Stripe. If payment did succeed, the status updates to active.
You can also simply select a plan again — the system reconciles once first, activating an already-paid subscription and only letting a genuinely unpaid one proceed to checkout.
The payment link expired
Select a plan again to start over.
Redeem codes
The code won't go in, or the redeem button is disabled
Redeem codes are 8 digits, numbers only. The input strips non-digit characters, and the button stays disabled until all 8 digits are present. Pasting a code with spaces or hyphens is fine — the extra characters are removed automatically.
I'm being rate limited
The page explains that repeated incorrect attempts may trigger a rate limit. Follow the returned error's waiting instructions and check the code before trying again. The actual attempt limit and waiting time follow the displayed response.
Image generation
Do I have to select a team project to generate?
Yes. Image generation requires a team project that is still open for creation. Personal projects on the assets page are not a prerequisite for this flow.
The episode is optional — you can generate without selecting one.
I switched models and some reference images disappeared
Different models allow different numbers of reference images, and some do not support them. When you switch, references beyond the new limit are removed automatically. For an unsupported model, the entire section is hidden without a confirmation prompt.
If you plan to switch models and want to keep specific references, switch first and upload afterwards. See Use Reference Images.
I switched models and my parameters were cleared
Generation parameters are determined by model capability. After switching, parameters the new model does not support are cleared and the section is rebuilt for the new model.
Choose your model first, then adjust parameters.
I moved to another computer and my inputs are gone
The parameter panel's draft is stored in your browser. It does not sync across devices and does not survive clearing browser data.
How long does generation take after I submit?
Tasks are queued before generating, and the page shows an estimated duration hint. Actual time depends on the model and current load, so treat the hint on the page as the reference.
Does Reuse in History start generation immediately?
No. Reuse fills the form with the task's model, prompt, parameters, and recoverable media. Check the project, media, and estimated cost, then submit generation yourself. Replace missing or unavailable media first. See Image History and Video History.
Video and assets
Why is a video mode or parameter missing?
Video modes, resolutions, durations, sound settings, and asset inputs are determined by the current model capability. Confirm the selected model and use the options currently shown. See Video Modes, Assets, and Prompt Optimization.
Why can't Video Generation find a person asset I created?
Check that the current team, provider, and asset type match. Digital characters, real-person assets, and virtual portraits are not shared between Seedance and Doubao. See Manage Person and Project Assets.
Why does the preview video look less clear than expected?
Some tasks provide a compatibility preview. When Download Original is shown, judge final quality from the downloaded original instead of the preview alone.
Why is Video Processing missing an estimate or blocking submission?
Video Processing requires a valid project, readable source videos, and parameters required by the current tool. Wait for media metadata and compatibility checks, then resolve any expiration, codec, audio, duration, or parameter message. See Process an Existing Video.
Projects, Canvas, and Editing
Why is there no New Canvas button in the project's canvas list?
The list currently opens, renames, and archives existing canvases. Select Open Canvas on an episode asset page for its default canvas, or start a new project from Canvas Creation. See Project Workspace.
Can I refresh immediately after a failed canvas save or a version conflict?
Check the save status first. Retry a failed save. For a conflict, follow the prompts to keep a local recovery copy, load the latest version, and restore or discard that copy. Restoration replaces the current server content, so coordinate with other editors first. See Canvas Saving and Recovery.
Why does the editor ask me to choose a project and episode?
Production editing workspaces require both. Open the editor from an episode asset page, or choose the context after opening it directly, then import your media. See Video Editor.
How do local export and Save to Project differ?
Local export processes media in the current browser and downloads a file. Browser capabilities and device performance affect it. Save to Project creates a cloud export task for a project video, requires the relevant permissions, and asks you to review estimated credits. Supported editing features can differ; resolve any unsupported-content warnings before exporting.
Image Enhancement and Smart Translation
Why can't I submit an image enhancement?
Check the project, source image, model, and valid scale or target dimensions, then wait for the quote. Target-dimension mode requires at least a width or height. See Image Enhancement.
Why is a translation quote missing, or only part of a task complete?
Wait for media information reading and check target languages. For partial completion, inspect each source and language, download completed items, and use the refund amount shown. Download before any displayed retention deadline. See Smart Translation.
Still stuck
If your question is not covered here, contact us. Include the page name, task ID when available, error message, and steps to reproduce. Do not send your password or a complete API key.