Check the connection and the signed-in account
Reload once, confirm that the connection works and try a current supported browser. If the problem is in the installed app, compare it with a regular browser tab. A difference between the two is useful information; reinstalling immediately can hide what was happening.
For missing chats or subscription access, check the account email and original sign-in method. Also look in Archived Chats for a missing thread. Avoid buying another plan while you are still checking whether you opened the right account.
Inspect pending work before sending it again
In chat, Delivered means your message arrived, not that the response is complete. A higher thinking level can take longer. Wait for the current reply instead of sending the same prompt repeatedly.
For images or video, inspect the request and gallery before submitting another generation. Duplicate submissions can become separate charged requests. Our payments rules distinguish a request blocked before starting from a generation that fails after starting; an automatic Moments refund for a failed generation is not a general cash-refund promise.
For a Short, check the episode's access label and sound control. Locked, Coming soon and loading describe different situations. Unlocking one episode does not unlock the whole series.
Look for a renamed control or a plan requirement
Older instructions may call S3 by its former name, S3.5. Images and videos now share the Generation Studio. Check the current mode before assuming a control is missing: Classic video does not offer every reference option found in other models.
A successful login does not unlock every tool. Compare the active plan, Moments balance and feature requirement. Use current product instructions for changed labels rather than treating an old screenshot as a complete list of today's settings.
Describe the failure when you contact us
Email [email protected] with your account email, browser or device, affected feature, exact error and approximate time. Add a request identifier or relevant receipt detail when the problem concerns generation or billing.
Send a cropped screenshot if it clarifies the issue. Leave out passwords, verification codes, full card numbers and unrelated private conversations. Tell us whether the same action worked in a normal browser tab or on another connection.
Questions and answers
How can I tell whether Secrets AI is down?
Check whether you can open the site and whether only one action fails. One error cannot establish a wider outage. Record the failure and time, then contact us if it persists.
Where can I find instructions for a feature?
For reply formats and memory, open chat settings. For character design, use creation steps. Images and videos start in Generation Studio. For subscription or access questions, open questions and answers.
Why is a tool unavailable after I sign in?
Check the account, plan, balance and selected mode. A tool may require paid access or settings different from the ones currently selected.
What happened to the S3.5 option?
It is now named S3. Use that label in current controls; the rename does not require a replacement account.
Should I retry a generation that is still pending?
Inspect the existing request and gallery first. Resubmitting can start another request rather than repair the pending one.