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This troubleshooting guide addresses frequently encountered problems related to uploading, generation, workspace access, sharing, performance and account management.

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Upload Issues

File size limits: Videos must be under 75 MB; supported formats include JPG, PNG, GIF, TIFF, WebP, HEIC and MP4. Batch uploads: You can upload up to 8,000 images per batch. Use folders to keep uploads organized. Enable duplicate detection to avoid re-uploading the same file. Upload button not working: Try these steps:
  1. Clear your browser cache
  2. Try a different browser (Chrome recommended)
  3. Use drag-and-drop instead of the button
  4. Verify file formats (JPG, PNG, WebP are supported)

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AI Generation Issues

Credit balance: Verify remaining credits in Settings → Subscription. Note that video generation has Default, Premium, and Max quality modes, with Premium and Max consuming more credits. Quality: Check prompt structure and try using studios or style references. For videos, use premium generation mode for the best results. Generation keeps failing: Try these troubleshooting steps:
  1. Open the platform in an incognito window
  2. Disable browser extensions
  3. Disconnect VPN if using one
  4. Make sure JavaScript is enabled
  5. Try a different browser (Chrome recommended)
If a generation fails and doesn’t produce output, credits are not deducted. Getting fewer images than requested: Check your generation settings — you may have selected 2 outputs instead of 4. If a generation fails to produce any output (e.g., due to a technical error or moderation block), credits are automatically refunded. Generations that complete but don’t meet your expectations are not refunded. Generation stuck at 100%: Generations can take a while, especially for video or during peak times. If a generation is stuck at 100%, it will eventually auto-fail and your credits will be refunded automatically. ApolloError when saving studios: This is a known bug. Report it to support. Studio creation doesn’t cost credits, so you won’t be charged. Compensation credits can be added while the bug is investigated. Why do I get different results with the same prompt? This is normal AI behavior — there’s inherent randomness in generation. For more consistency, use Studios for consistent lighting and environments, use Character models for consistent people, and keep prompts short and structured. Why are most of my images unusable? If you’re experiencing high failure rates:
  1. Verify custom models use high-resolution images — go to Organize → AI models → hover the model → Edit to change inputs (one great photo beats many poor ones)
  2. Try writing prompts in English for best results
  3. Simplify your prompt — the more inputs (products, characters, styles, references) you combine, the more unpredictable results become
  4. Enable Max Resolution for higher detail
Why is the AI changing my product details (logo, buttons, colors)? Kive’s AI should closely follow your product details, but AI can occasionally make slight changes. If this happens consistently:
  1. Go to Organize → AI models → hover the model → Edit to change the input images, or delete and recreate the model
  2. Use high-resolution, sharp training images (one great photo beats many poor ones)
  3. Use a single high-quality photo showing the product from its best angle
  4. For apparel with different front/back prints, create separate models for each view
  5. Add specific instructions like “maintain exact logo” or “keep original button placement”
Why doesn’t my text/logo render correctly? AI can struggle with fine print. The most common cause is low-resolution input images. If you have high-resolution images but text still renders poorly:
  1. Use the Edit tool with a reference image to fix logos
  2. Add prompts like “sharp text” or “crisp lettering”
Why doesn’t the AI follow my edit instructions? The Edit tool may require a few tries. Vary your prompt and rerun the generation. Be specific with your instructions and use clear, descriptive language. Content filtering errors: If you frequently encounter moderation or content filtering errors, enable Enforce fewer content restrictions in your workspace settings (avatar menu → Settings → Workspace tab). This relaxes content restrictions while maintaining compliance with usage policies. Avoid terms that trigger filters (e.g., avoid language like “nude” or “naked”). Underwear, lingerie, or swimwear images being filtered: The AI model provider has restrictions on suggestive content that we cannot fully override. Try these steps:
  1. Enable Enforce fewer content restrictions in Settings → Workspace
  2. Hard refresh the page with cmd+shift+r (Mac) or ctrl+shift+r (Windows)
  3. Use keywords like “SFW photography” or “Lingerie product shot” to clarify commercial intent
  4. Avoid suggestive poses in reference images
Blocked generations (where no output is produced) don’t cost credits — they’re automatically refunded. Content still filtered after enabling fewer restrictions: While Kive has relaxed restrictions, there are model provider restrictions that limit how much filters can be relaxed. Some content may still be filtered due to these underlying limitations. If issues persist, contact support to escalate to our security team for review. Non-suggestive content (like perfume bottles) being filtered: Certain phrases in prompts may trigger the filter. Try removing phrases like “remove watermark” or any potentially problematic wording. Product size issues: If products appear too large or too small, this is common with jewellery, accessories, bags, and hats where scale isn’t obvious from the image alone. To fix this:
  1. Retrain your product model with at least one image showing the product worn by a person (necklace on neck, ring on finger, bag over shoulder) to provide scale context
  2. Include size language like “small”, “medium”, “large” or “tiny” in your prompt
  3. Use the Edit tool to adjust scale after generation
Multiple poses appearing as a grid: Specifying multiple poses or compositions in your prompt (e.g., “model standing, model sitting, model lying down”) may result in a grid layout. For separate images, run individual generations for each pose. My outfit keeps changing during generation: When generating images with multiple clothing items, add each product item as a separate product model rather than combining them into one. This gives the AI clearer references for each piece. Apparel doesn’t fit correctly (looks boxy instead of tailored): For products with specific silhouettes, include photos where the fit is clearly visible — preferably with someone wearing the product. On-body images help the AI understand how the product should look when worn. Create separate product models for different angles if needed. Unwanted details from training photos appear in generations (tattoos, birthmarks, etc.): Use the Edit tool to remove unwanted details from your source images first, then create a product model based on the cleaned images. How can I achieve realism with small text on products? Simplify your inputs when combining product and character models. Use face-only character models when possible. For better control over logos and text, try using the Edit tool with masking to fix specific areas after generation. Output quality seems worse than expected: Issues are typically related to training images. Try these tips:
  1. Use higher resolution, sharper images for training
  2. Use Studios or example templates from the homepage for consistent results
  3. Find inspiration in the Apparel & Fashion category
  4. Click “Recreate this” on any example, then select your own product to use proven settings
How do I debug what the AI is “seeing”? Crop product images to focus on the item before uploading for better results. Can I get custom image dimensions? Custom dimensions aren’t available for the Extend tool. Only preset aspect ratios are offered (9:16, 2:3, 3:4, 4:5, 1:1, 5:4, 4:3, 3:2, 16:9 and 21:9). Why are my generated images so large? This is expected behavior. Kive outputs high-quality uncompressed PNG files to preserve maximum detail. There is no setting to reduce file size during generation. If you need smaller files for web use or faster uploads, compress the PNG after downloading using any image editor or online compression tool.

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Video Generation Issues

My videos have distortions or the product deforms at the end. For better video results:
  1. Use Premium quality with Sound toggled on for higher quality
  2. Generate first and last frame images first, then use these as start/end frames for video — this ensures the video starts and ends in a good state
  3. Write prompts in English for best results
Video shows fine details (perforations, holes, logos) distorting. This is a known limitation with fine details in video. Use start and end frame images to lock in the product appearance. Video quality doesn’t match expectations. AI video generation at current technology levels doesn’t guarantee 100% accuracy. While results aren’t perfect, many use AI because it’s faster and cheaper than organizing a full shoot. Tips:
  1. Use Premium mode
  2. Simplify prompts
  3. Try different camera motions
  4. Use start and end frames for complex scenes
How long can videos be? Videos can be 4 to 15 seconds depending on your quality mode. The generation bar shows available durations for your selected quality setting.

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Workspace Access

If you cannot access your workspace or certain features:
  • Verify you are a member of the workspace
  • Check your role permissions with an admin; some features require admin or editor access
  • Ensure your subscription is active and payment information is current
  • Confirm that your email is verified (a banner appears until verification)

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Content Sharing

Share link doesn’t work: Check link permissions and expiration; verify the recipient’s access rights and workspace subscription. Discover visibility: Set boards to public when sharing to Discover; your workspace must be on a plan that allows public sharing.

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Performance

Use a supported browser like Chrome, clear your cache and ensure a stable internet connection. Reduce batch upload sizes to under 1 GB for smoother processing.

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Account Management

Login problems: Try these steps:
  1. Try incognito mode
  2. Disable browser extensions
  3. Disconnect VPN
  4. Ensure JavaScript is enabled
  5. Reset your password, verify your email and check for typos in credentials
Can’t find my work after logging in: Check that you’re:
  1. Logged into the correct email account — if you signed up with Apple, you may need to sign in with your Apple ID
  2. Viewing the correct workspace (click your avatar in the top-right to switch workspaces)
  3. Looking in the correct board (content may be saved to a specific board)
shot.new images not showing in Kive library: Images created in shot.new don’t automatically sync across different browsers or devices. Contact support if you need access to specific images. Can I change my username or profile URL? Username changes can be done manually by support upon request. I accidentally created a public board — can it be made private? Yes, boards can be made private upon request. Contact support with the board URL or name.

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Billing & Payment Issues

What payment methods are accepted? Only credit cards are currently accepted. PayPal, bank transfers, and debit cards are not supported. Prepaid credit cards may work as an alternative. We’re exploring additional payment methods but there’s no timeline yet. My card keeps getting declined: Card declines typically happen because your bank is blocking the authorization. Try these steps:
  1. Wait a few hours and try again (often temporary)
  2. Use a different card from another bank
  3. Contact your bank and ask them to allow online payments, international/merchant payments, and subscription/recurring payments
  4. Mention the merchant is processed via Stripe
I was charged the wrong amount or in a different currency: Prices are displayed in USD, and taxes (like VAT) are added at checkout based on your location. If you believe you were charged incorrectly, contact support with your account email. I was charged twice or my payment was duplicated: Contact support with your account email so we can investigate and issue a refund if confirmed. Can you edit my invoice after it’s been finalized? Invoices that have been finalized cannot be edited due to payment processor limitations.

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Platform Information

Is Kive a web app or mobile app? Kive is web-based — no app download required. Access via any modern browser on desktop or mobile. What languages are supported? Kive understands prompts in multiple languages including English, Spanish, French, Portuguese, German, and more. For best results, we recommend using English. What payment methods are accepted? See Billing & Payment Issues above. Can you produce custom videos/content for my brand? Kive is a self-service platform, not a production company. Users create their own content using the platform’s AI tools. We don’t offer hands-on production services. How do I learn more about enterprise use or book a demo? Contact sales@kive.ai for enterprise questions and demo arrangements. Old links to /library/... or /ai-models not working? They still do — legacy URLs redirect automatically to /organize/.... The Library top-nav item is now Organize, and AI models lives under Organize in the left side menu (/organize/ai-models). Existing bookmarks will land on the new location.

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Still Need Help?

If the above solutions don’t resolve your issue, visit the Contact support page or use the chat feature on kive.ai.

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See also