Troubleshooting

Solutions to common issues with generation, canvas, Shopify, billing, and account access.

Generation Issues

Generation failed with an error

If an AI generation fails:

Check your credit balance — Ensure you have enough credits for the selected model
Try a different model — Some models may be temporarily unavailable
Simplify your prompt — Very long or complex prompts can sometimes cause failures
Check reference images — Ensure uploaded images are under 15 MB and in a supported format (JPEG, PNG, WebP)
Retry — Transient errors can occur; running the node again often succeeds

Credits are automatically refunded when generation fails — you won't lose credits.

Generation is taking a long time

Generation times vary by model and output type:

Image generation: Typically 5–30 seconds
Video generation: Typically 30–120 seconds (longer for higher resolution and duration)

If generation seems stuck beyond these times, try refreshing the page. Your generation may still complete in the background.

Generated image quality is poor

To improve output quality:

Use a higher-tier model (Pro or Premium instead of Draft)
Write a more detailed prompt — include specifics about lighting, composition, style, and setting
Add a reference image for style and composition guidance
Try batch generation (3–5 images) and select the best result
Check that your aspect ratio matches the intended use

Error: Insufficient credits

Your credit balance is too low for the selected model. You can:

Switch to a lower-cost model (Draft tier)
Purchase a Credit Pack
Wait for your monthly subscription credits to reset

Error: Subscription required

Some models or features require an active subscription. Visit Plans & Pricing to view available plans.

Canvas Issues

Canvas is not loading or appears blank

Refresh the page — a simple refresh often resolves loading issues
Clear browser cache — cached data can sometimes cause conflicts
Try a different browser — Chrome or Edge are recommended
Check your internet connection — the canvas requires an active connection
Disable browser extensions — some extensions can interfere with the canvas rendering

I can't find my nodes on the canvas

Press Shift + 1 (Fit View) to zoom out and center all nodes in your viewport. If you've accidentally moved nodes far apart, this will bring everything back into view.

Nodes won't connect

Ensure you're dragging from an output handle (right side) to an input handle (left side)
Check that the handle types are compatible — green (text) connects to green, purple (image) to purple, orange (video) to orange
Some handles have connection limits — for example, video start-frame only accepts one connection

Undo is not working

Make sure you're not in a text input field — keyboard shortcuts are disabled while typing
In collaboration mode, undo only affects your own actions
Undo history is session-scoped — closing and reopening the workflow resets the history

Keyboard shortcuts are not responding

Click on an empty area of the canvas first to ensure focus is on the canvas, not a text field
Check that you're not in read-only mode (editing shortcuts are disabled in read-only mode)
Verify the correct modifier key — Cmd on Mac, Ctrl on Windows/Linux

Shopify Integration

Shopify connection failed

Verify your store domain is correct (must end in .myshopify.com)
Ensure you have admin access to the Shopify store
Check that your browser allows pop-ups from Clickraft
Try disconnecting and reconnecting from Settings > Integrations

Products not appearing in the import picker

Ensure products are active in Shopify (not draft or archived)
Try searching by product name
If recently added, refresh the picker — product data is fetched live

Publishing to Shopify fails

Check that your Shopify connection is active in Settings > Integrations
Verify the target product still exists and is accessible
If the connection shows as expired, disconnect and reconnect your store
Ensure the image was successfully generated before attempting to publish

Images are not appearing on my Shopify product

It may take a few seconds for Shopify to process the uploaded media
Check the product in your Shopify admin — the image may be attached but not set as the primary image
For variant-specific images, check the variant's media in the Shopify admin

Billing & Credits

I was charged but didn't receive credits

Credit packs are added to your balance instantly after payment. If credits don't appear:

Refresh your dashboard
Check Settings > Billing for the transaction history
Contact support if the issue persists

My subscription credits didn't reset

Subscription credits reset at the start of your billing cycle. Check the billing cycle date in Settings > Billing. If the date has passed and credits haven't reset, contact support.

I have a past-due payment

If your payment fails, your plan enters a past-due state and generation may be paused. To resolve:

Go to Settings > Billing
Click Manage Billing to update your payment method
Once payment is processed, generation will resume

Account & Access

Clickraft uses Google sign-in — make sure you're using the correct Google account
Check that third-party cookies are enabled in your browser
Try a different browser or incognito/private window

I can't access a workflow

Ensure you're a member of the organization that owns the workflow
Check with your organization admin if your access has changed
Workflows are scoped to organizations — you can't access workflows from a different organization

Still Need Help?

If you can't resolve your issue using the steps above, contact our support team at support@clickraft.ai.

On this page