When a Candy AI feature is not working
Start by identifying what failed: signing in, sending a message, playing audio, generating media or downloading a finished result. A problem with one action does not establish that the entire service is unavailable.
Check the account and the request
- Confirm that you are signed in to the expected account.
- Check the feature's access conditions and your available balance.
- Look for the result or request status before submitting a paid request again.
- Try another character or item to see whether the problem is limited to one profile.
- Record the exact error and the time it appeared.
Check the browser without changing every setting
Refresh the page, check your connection and update the browser. Try another supported browser or device to narrow down a browser-specific failure. Clearing site-specific cookies can sign you out, so keep access to the correct sign-in method first.
For audio, check volume, the active output device and whether the tab is muted. For a call, check the microphone permission for the site. For a download, review the browser's permission prompt and available storage rather than paying to create the result again.
Send a useful report
Tell support which account, character and feature were affected, along with the device, browser and visible message. If tokens were charged, include the time and action. Use a redacted screenshot when it helps show the issue.
Do not send a password, reset link, full card number or unrelated private conversation. If a subscription is missing, include the purchase reference and check whether you signed in through another method before making another purchase.
Questions and answers
Is Candy AI down right now?
A loading error alone does not establish a service-wide outage. Check your connection, another browser or device, and the affected feature. Contact support if the problem continues.
Why will Candy AI not generate an image or video?
Check the account's access, balance and request status, then note any error. A queued or failed request should be checked before you repeatedly submit a paid action.
Why is a call or audio feature unavailable?
Check whether the selected character and account support that feature, then review sound and microphone settings. A permission change does not unlock a feature the account does not have.
What should I include when reporting a Candy AI bug?
Include the account email, device, browser, feature, character if relevant, approximate time and exact error. Redact unrelated private information from screenshots.