Help center
Check a Candy AI feature that is not responding
Find the point where the problem begins: loading the site, opening an account, sending text or using a media control. A failure at that point does not by itself show that the entire service is down.
On this page
Make these checks before refreshing
- Open the page and check that the correct account is signed in.
- Identify the selected character and the precise action that fails.
- Check the action's membership requirements, available tokens and device needs.
- Note the approximate time and error message before you refresh or make another attempt.
Identify access and moderation prompts before browser faults
A subscribe or unlock message asks you to check access; it is not the same as a page that cannot load. Likewise, a missing control may depend on the character rather than indicate a browser problem.
Use a current supported browser session and check that the connection is stable. If an extension or privacy option blocks something the page needs, understand that particular block before changing it instead of disabling protections broadly.
An inappropriate-content flag should be read as a moderation notice, not assumed to be an outage. Report the content reference if the restriction seems wrong, rather than trying to clear it by repeatedly reloading.
Troubleshoot the audio or video action itself
Check output volume when you cannot hear playback and microphone permission when a supported call cannot pick you up. A generated video may contain no sound, and interactive options can vary with the character or account.
If you cannot tell whether a generation finished, locate its result or confirmation before paying to repeat it. Share those details with support rather than submitting the same paid action several times.
Show us how the problem occurs
Describe what you did immediately before the failure and include your account email, device and browser. Say whether it affects a single character, one feature or several unrelated pages so we can distinguish the scope.
For sign-in failures, tell us the login method and error without sending recovery codes or passwords. For a charge, identify the transaction instead of relying on a character chat to show which payment you mean.
Your questions
Can I infer a service-wide outage from one failed action?
No. Try other pages to see what is affected. If the issue persists, give support the feature, approximate time and error; a loading or generation failure alone does not confirm a wider outage.
How do I investigate sound missing from one profile?
Inspect the audio option on that character as well as playback volume and relevant permissions. Supported voice features may differ by profile or account.
What should I do before retrying a stalled generation?
Look at its status, the collection and any charge first. Identify the original result or request before spending again so that the payment and generation can be traced.