"Credits deducted but my generation failed"
This should never sit unresolved. Our stuck-generation cron refunds credits automatically for any generation that does not complete within 15 minutes. If you see credits missing for more than an hour, open support - we'll inspect the audit log and refund manually the same day.
- Check your credit ledger first - refunds usually land within 15 minutes.
- If the generation is still "processing" after 20 minutes, treat it as failed.
- 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 require Growth and above.
- Veo 3.1 video requires Scale.
- 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 message counts reset at midnight UTC. Daily credit limits on the Free plan 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. Paid plans have no daily credit limit: use your full credit balance whenever you want.
| Surface | Cap type | Reset |
|---|---|---|
| Marketing Assistant (chat) | Daily message cap (per plan) | Midnight UTC |
| Creative Studio (Free plan) | Daily credit cap (rolling 24h) | Gradual, as earlier spends age out |
| Creative Studio (paid plans) | Credit balance only - no daily cap | Credits refill each billing cycle |
| Competitor Intel | Plan-based (unlimited on Growth+) | N/A |
"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.