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

​
Upload Issues

File size limits: Videos must be under 75 MB; supported formats include JPG, PNG, GIF, TIFF 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)

​
AI Generation Issues

Credit balance: Verify remaining credits in Settings → Subscription. Note that video generation has standard and premium modes, with premium 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 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. 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 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 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 (workspace dropdown → 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”). 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
For multi-product generations where relative sizes are incorrect, enable the “exact placement” feature to independently scale and position each product. 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.

​
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)

​
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.

​
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.

​
Account Management

Login problems: 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 name to switch workspaces)
Billing issues: Confirm payment method and subscription status; contact support for payment failures.

​
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. Does Kive have an API? We do not currently have a public API. What payment methods are accepted? Currently only credit card. PayPal and bank transfer are not available, but we’re working on adding more payment methods in the future.

​
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.

​
See also