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Troubleshooting

Fix common generation, credit, subscription, and download issues

Troubleshooting

Use this guide to resolve common ColorGenPro issues. If you still need help, contact support with the email on your account, the time of the issue, and any relevant screenshots.

Generation Issues

My generation failed or got stuck

  • Content moderation: Rephrase the prompt and check the Acceptable Use Policy.
  • Upload issue: Try a clear PNG, JPG, or WEBP image within the size limit shown in the app.
  • Temporary queue issue: Wait a minute, refresh, and check My Creations.
  • Credit safety: Failed generations should not deduct credits.

The result does not match my prompt

  • Use more specific subjects, settings, and style words.
  • Try a different difficulty level.
  • Keep prompts concise and focused on the main subject.
  • For image uploads, use simple, high-contrast references.

Credit and Subscription Issues

I subscribed but credits are not showing

  • Refresh the page and check your billing dashboard.
  • Look for a subscription confirmation email.
  • Wait a few minutes for checkout and webhook processing.
  • If credits still do not appear, contact support with your checkout or order details.

I bought top-up credits but they are not showing

  • Refresh your billing dashboard.
  • Confirm the purchase completed successfully.
  • Top-ups require an active subscription.
  • Contact support if the balance has not updated after several minutes.

I was charged credits but did not get my coloring page

  • Check My Creations; the page may have saved even if the browser moved away.
  • Failed generations should not cost credits.
  • If a credit was deducted and no page exists, contact support with the approximate time and prompt.

I cannot access the Bulk Generator

Bulk Generator requires an active Canvas or Masterpiece subscription.

  1. Open your billing dashboard.
  2. Switch to Canvas or Masterpiece.
  3. Return to Bulk Create.

Canvas unlocks Bulk Generator for personal and non-commercial projects. Masterpiece adds commercial usage rights.

My subscription is past due

Update your payment method from the billing page. Access may continue during a retry or grace period, but it can be limited or ended if payment is not resolved. See Subscriptions & Billing for billing workflow details.

Download and File Issues

My download is not working

  • Try a different format: PNG, JPG, or PDF.
  • Check popup blockers and browser download settings.
  • Try another browser if the issue continues.

The PDF quality looks poor when printed

  • Download the PDF version for printing.
  • Use high-quality printer settings.
  • Print at actual size instead of fit-to-page when possible.

Book Issues

I cannot create a book

  • You need at least 2 completed pages with the same tag.
  • Books can include up to 300 selected pages.
  • Check that the tag spelling matches exactly.

My book is stuck on Processing

  • Books usually take 30-90 seconds.
  • Larger books take longer.
  • Refresh and check My Books if it has been more than a few minutes.

Gallery and Organization Issues

  • Use search to find pages by prompt text.
  • Clear filters if a page seems missing.
  • Tags are exact; extra spaces or different capitalization can split collections.
  • Only completed pages can be added reliably to books.

Still Need Help?

  • Email: [email protected]
  • Include: What you were doing, when it happened, browser type, screenshots, and any order or checkout details.