Face or scene generation failed or timed out
What each face and scene error message means, what to try first, what happens to your credits, and what to send us if it keeps failing.
First, the short answer
Most face and scene failures are one-off. Click Try again on the tile, or send the ask again in the Image Studio, and it usually works. A generation that failed should not use a credit. If it keeps failing, the fixes below are ordered from most to least likely.
The messages and what they mean
| What you see | Where | What it means |
|---|---|---|
| ”Couldn’t generate this face” with Try again | Face step, one tile | That one candidate failed. The other two are untouched. |
| ”Face generation failed.” | Face step | The whole batch was rejected. |
| ”Face generation timed out. Try again.” | Face step | The batch ran past eight minutes with no result. |
| ”The refine failed. Try again in a moment.” | Face step, refine sheet | The refine call did not come back. The original face is kept. |
| ”Uploading your photo failed. Try again.” | Face step or import Upload step | The file did not reach us. |
| ”Generation failed. Try again.” | Image Studio | The scene render was rejected. |
| ”Generation timed out. Try again.” | Image Studio | The scene ran past eight minutes with no result. |
| ”Couldn’t generate this one” on an option | Image Studio | That option failed; the other options still land. Click Try again under the reply. |
| ”Refine failed. Try again.” | Avatar page, Change profile picture | The regenerate with notes did not come back. |
| ”Upgrade to a paid plan to create scenes and videos.” | Image Studio, video wizard | Your account is on the trial. Scenes and videos start with your paid plan. |
Fix it
- Try once more. Click Try again under the failed reply, or send the ask again. Wait for the countdown; a face batch starts near “~75s left” and a refine near “~30s left”. The count holds near ten seconds at the end. That is normal.
- Leave the tab open during a face batch if you can. If you do close it, reopening the wizard reattaches to the running job instead of starting a new one.
- Simplify the description. Contradictions (“bald, long hair”), real celebrity names, brand logos, or anything the content rules block can make a generation fail every time. Remove the line and try again.
- Check the reference image. In Exact match mode and in the import wizard, the file must be a PNG or JPG (WebP and HEIC work too) under 15 MB. If the message names the file, fix the file. A tiny, blurry or heavily filtered photo can also produce a failed face.
- Check your connection. A timed-out generation often means the browser lost the poll. Refresh the page and look at the grid: the image may already be there.
- Check your credits. Open Billing. If the balance is zero, generation stops. See Out of credits or daily limit.
- Wait a few minutes. If several generations fail in a row with the same message, the image service may be having a moment. Give it a while and try again.
Warning: Each Try again on a face tile is a new generation, and a successful retry is one credit. Retrying five times on a description that will never pass costs five credits. Fix the description first.
Your credits
A job that failed or produced nothing should not use a credit. If your balance went down anyway, send us the details below and we check the job on our side. Credits for failed generations go back; that is the policy, no argument needed. See Credits and failed renders.
If it still fails, write to us
Send one message to Support@AvatarFactory.IO with:
- your account email
- the avatar name, and the scene or face you were generating
- the exact message you saw, or a screenshot
- roughly when it happened, with your time zone
- the device and browser
We reply within one business day and tell you what we found.