"Credits deducted but my generation failed"
This should never sit unresolved. MITPO checks for stuck generations every hour and refunds the credits automatically. A generation counts as stuck after 15 minutes, or 45 minutes for longer renders such as most video, so a refund can take up to about 75 minutes to land (a little longer for those longer renders). If credits are still missing after that, open support - we'll inspect the audit log and refund manually the same day.
- Check Usage & plan in Settings first - most refunds land within about 75 minutes.
- A generation still "processing" after 15 minutes (45 for longer renders such as most video) is treated as failed and refunded.
- Report the generation ID when opening support so we can look up the exact trace.
"The model picker does not show a model I expect"
Most often this means the model is gated by plan. The picker shows every model in the registry and marks plan-gated options with a small lock - clicking a locked row opens the upgrade modal instead of starting a generation.
- Premium image models, and all video models including Veo 3.1, are on Starter and above.
- Nano Banana 2.1, the featured image model, is on every plan, Free included.
- If a model you expect is completely missing (not just locked), we may have temporarily swapped in a backup model - check the banner at the top of Creative Studio.
"I hit my daily limit"
A few surfaces have usage limits to keep the platform running smoothly for everyone. Chat and Research counts reset at midnight UTC. Daily credit limits work differently - they cover a rolling 24-hour window, so capacity frees up gradually as your earlier generations pass the 24-hour mark, not all at once at midnight. Every plan has one: Free 25 credits, Starter 500, Growth 2,000, and Scale 7,500 in any 24 hours.
| Surface | Cap type | Reset |
|---|---|---|
| MITPO Assistant (chat) | Daily message cap on Free; no message cap on paid plans | Midnight UTC |
| Research | Free 1 a month; Starter 25, Growth 75, Scale 300 a day | Midnight UTC (Free: monthly) |
| Creative Studio | Credit balance, plus a rolling 24-hour credit limit per plan | Gradual, as earlier spends age out |
| Competitor Intel | Daily Spy and Scout limits per plan | Daily |
"OAuth connection expired"
OAuth tokens to social and ad platforms expire on the provider's own schedule. MITPO refreshes tokens hourly on a cron, but some providers invalidate outside that window (password change, app re-authorization, provider-side policy shift). When this happens, the connected tool shows a red dot - reconnect from Settings.
- Token-refresh cron runs hourly and catches most expirations automatically.
- A manual reconnect takes under a minute and is the only human step needed.
- If reconnect fails, clear cookies for the provider domain and try again.
Still stuck?
Send the exact error, the route you were on, and a rough timestamp. Screenshots help. We respond same-day for anything that looks like a correctness bug.