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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 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.

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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. Blurry text on product labels: If text on product labels appears blurry in generated images, the most common cause is low-resolution or blurry input images used to train your product model. Use sharp, high-resolution photos when creating product models to ensure text and fine details remain crisp. For better results, use positive prompting like “sharp text” or “crisp lettering” rather than trying to avoid blurriness. You can also upscale generated images using the AI upscale tool to enhance detail and sharpness. Content filtering errors: If you frequently encounter moderation or content filtering errors when generating images, enable Enforce fewer content restrictions in your workspace settings (workspace dropdown → Settings → Workspace tab). This relaxes content restrictions while maintaining compliance with usage policies. Product size issues: If products appear too large or too small in generated images, this is especially common with jewellery, accessories, bags, and hats that lack standardized sizes. When products are shown isolated in training images, the AI struggles to understand their actual scale. To fix this, retrain your product model with at least one image showing the product worn or held by a person to provide scale context. For necklaces, use an image with the necklace on a person’s neck (avoid showing faces). For bags, show them slung over a shoulder. For rings, include a close-up on a finger. Focus on showing enough context for scale without excessive surrounding detail. For multi-product generations where relative sizes are incorrect, enable the “exact placement” feature to independently scale and position each product.

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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: Reset your password, verify your email and check for typos in credentials. Billing issues: Confirm payment method and subscription status; contact support for payment failures.

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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