Troubleshooting
A control described in this guide isn't on my screen
Almost always one of two things:
- Your plan doesn't include it. Clip shows plan-locked features as locked rather than hiding them, so look for a lock badge — clicking it explains what's needed.
- It hasn't rolled out to your account yet. Some features arrive account by account. Style presets and the model picker are the usual ones.
A third possibility on the canvas: your window is short, so the tool rail has collapsed and the lower tools have moved into the ⋯ More tools menu.
My generation seems stuck
Give it time first — video takes minutes, and the highest-quality 3D engines can take fifteen. The node shows an elapsed timer so you can see it's still working.
If it's queued, it's waiting for a free slot because your organization is at its concurrent limit. It shows its place in line and starts automatically. You can cancel a queued generation for a full refund.
Reloading the page is safe. Clip reconnects to anything in progress and picks it back up.
I lost my connection mid-generation
Nothing is lost. Generations run on Clip's servers, not in your browser. Clip reconnects automatically and the result arrives when it's ready — even if you closed the tab.
My canvas looks empty, or something is missing
Try Zoom to fit (Shift 1) first — it's usually a viewport that's wandered off, not missing work.
If something really is gone:
- Undo (Ctrl Z).
- Check the Assets panel. It lists everything the project ever generated, including things deleted from the canvas, and you can put them back.
- Open Version history and preview an earlier snapshot.
I got an error loading a project
Clip tells you rather than failing quietly, and — importantly — it will not overwrite your stored work with an empty canvas when a load fails. Your snapshot is intact.
Reload the page. If it happens again, open version history and restore a recent snapshot.
An AI edit produced something wrong
Your original is untouched; AI edits create new work beside the source. Delete the result and try again.
To improve the odds:
- One change at a time. Three instructions in one sentence land badly.
- Use marks to point at exactly which part you mean.
- Be concrete. "Warm morning light from the left" beats "make it nicer".
Text inside a generated image is wrong
Use Edit text (⚡1) on the image toolbar — it finds the words and lets you rewrite them. It works best on clear, flat lettering; heavily stylised type is harder, and regenerating with a better prompt sometimes beats editing.
Some engines are markedly better at rendering text than others. If words matter, choose a model that's good at them.
My export didn't download
Cross-origin downloads are handled for you, so a finished PSD or PDF should save rather than open in a tab. If one didn't, use Download again on the export notice.
If the export was refused, the message says why. The usual cause is a canvas whose content is spread across an enormous area — move things closer together, or export a frame instead of the whole page.
I've been signed out of a device
Accounts allow two desktop sessions and one mobile session at a time. Signing in somewhere new can sign out the oldest. Manage this in Settings → Profile, where you can see everywhere you're signed in and sign out any of them.
My credits went down more than I expected
Open Settings → Billing for the full history — every credit and what it went on, filtered by week or month.
Two things worth checking: video and 3D cost considerably more than images, and each variation in a batch is charged separately.
Remember that daily credits are used before monthly ones, and top-ups last of all.
My account is suspended
Clip shows a plain notice explaining the situation. Contact support to resolve it.
Something else
The Info page in the sidebar has support contacts. If you're reporting a problem, the Details panel on an affected result — right-click → Details — carries the exact settings that produced it, which is the most useful thing you can send.
If what you're after doesn't exist yet, it may be on the way — see the Roadmap.
Next: Roadmap — what's coming.