Troubleshooting and support

Start with the affected account, original task or original order. Repeating a paid action is rarely a useful diagnostic step.

Sign-in and registration

Check the login identity, network and latest app version. For email codes, verify the address, spam folder and resend countdown. Registration conflicts mean the username or email is already claimed; use the existing account if it is yours. If an earlier creation attempt failed but now reports a conflict, contact support rather than repeatedly registering.

Google/Apple account selection is part of their official flow. If authorization returns without a session, record the time and app version and retry once after checking connectivity. Do not send identity tokens or passwords to support.

Images will not open

Check the size limit and use a supported PNG, JPEG or WebP. Cloud-drive files may need downloading locally. Check camera/photo access for native pickers. A blank thumbnail is not evidence that a paid generation failed; refresh and inspect the original task separately.

A task is slow or an image is missing

Check task recovery. Queued and saving stages can both take time. Reopen the original task, not a replacement. A system-busy message can persist after limited internal retries; wait before starting a new task. A partial portrait session keeps completed photos.

If a scene is unavailable, reopen it from current Create/Explore and check connectivity. Continuing from an older result can need fresh source preparation; wait for that operation before submitting.

A share does not import

Use the complete PixelForce link or a clear QR image. Check expiry, revocation and the scene's sharing support. Camera scanning requires camera permission. See sharing.

Payment is not confirmed

Use Check Status on the original order and refresh the balance. Do not pay again while verification is uncertain. Store checkout success, points credit and store transaction completion are separate stages; all relevant stages must finish before another purchase can proceed.

Contact support

Email support@hiforce.ai with platform, full app version, tenant code, time/time zone, scene and exact task/order ID. Describe expected and actual behavior and attach a redacted screenshot if useful. For payments, include the store order reference without card details.

Do not include passwords, verification codes, access tokens, complete private share links or photos you do not want support to see.