Reference
Troubleshooting
Common situations and what to do about them — written so you can fix things without leaving the workspace.
Last updated
Out of credits during a Build
If you don't have enough credits to start a Build, your prompt is preserved and an assistant message appears inline with a link to the Billing page. The message and the call-to-action vary by plan: Free users are guided toward upgrading, Pro users see options to top up or move to Business, and Business users see the top-up and Enterprise paths. No credits are spent.
A run is taking too long
Generation time depends on the complexity of the change. Common ranges:
- • Small modifications: a few seconds to about a minute.
- • Full new product: typically under a few minutes.
- • Complex assemblies on the first run: several minutes is normal — the workspace will surface a status line saying so.
If you decide to abort, click Stop current run in the chat input. The reserved credits for the cancelled run are returned to your account.
Starting a new request mid-run
If you submit a new prompt while a run is still in progress, you get a confirmation banner:
“Starting a new request will cancel the current run for this product. Reserved credits for the current run will be returned.”
Choose Start new request to cancel and replace, or Keep current run to wait for the existing one to finish.
A Build failed
If a Build can't start (for example, a transient backend issue), you'll see an assistant message with “Could not start this build.” and a Check my credits link. What to try:
- 1. Resend the same prompt. Many issues are transient.
- 2. Simplify the prompt. Big jumps (e.g. “redesign everything”) are more likely to fail than small targeted edits.
- 3. If a Build returns geometry but it's clearly wrong, switch to Ask Mode and ask “What did you change?” — then send a corrective Build with more precise constraints.
The viewer is blank
- • If you just created the product and the run is still in progress, wait — the messages panel shows the current phase.
- • If a previous prompt produced no visible geometry, open the Versions menu and switch back to the last good revision.
- • Click Reset View in the Action Bar in case the camera ended up far from the model.
- • Check the Hide / Show menu — choose Show All if you previously hid parts.
- • Disable any active Clipping Plane from the Action Bar.
I made changes on the wrong version
Open the Versions menu in the project header and switch back. Switching is reversible — your other revisions are still there. If you want to keep both directions, use Full Revision on whichever revision you want to fork into a separate product.
STEP/STL won't open downstream
- • STEP that won't import — try the export again; very rarely a re-export resolves a corrupt download. If the target tool is older, see whether it accepts both
.stepand.stp— they're the same format with different extensions. - • STL too coarse / too large — re-export at a different quality preset on the Data Management page (Draft, Normal or High).
- • Slicer warnings about non-manifold meshes — try a higher STL quality or simplify the geometry with another Build prompt before re-exporting.
Billing or refill not applied
- • Refills can take a few seconds to apply via webhook. If you see “Your refill is being processed”, refresh the page after a few seconds.
- • Open the Usage page to confirm your bonus credits balance has updated.
- • If a charge succeeded on Stripe but credits never appeared, contact us via support with the invoice link from the Billing page.
Still stuck?
Open Help → Get Support in the project header, or head straight to our support form. Include the product URL and a description of what you tried.