"Credits deducted but my generation failed"
This should never sit unresolved. Our stuck-generation cron refunds credits automatically for any generation that does not complete within 15 minutes. If you see credits missing for more than an hour, open support — we'll inspect the audit log and refund manually the same day.
- Check your credit ledger first — refunds usually land within 15 minutes.
- If the generation is still "processing" after 20 minutes, treat it as failed.
- Report the generation ID when opening support so we can look up the exact trace.
"The model picker does not show a model I expect"
Most often this means the model is gated by plan. The picker shows every model in the registry and marks plan-gated options with a small lock — clicking a locked row opens the upgrade modal instead of starting a generation.
- Premium image models require Growth and above.
- Veo 3.1 video requires Scale.
- If a model you expect is completely missing (not just locked), we may have temporarily swapped in a backup model — check the banner at the top of Creative Studio.
"I hit my daily limit"
Several surfaces have daily usage caps to keep the platform running smoothly for everyone. The most common is the Assist daily cap on the Marketing Assistant. Usage resets at midnight UTC.
| Surface | Cap type | Reset |
|---|---|---|
| Marketing Assistant (chat) | Daily message cap (per plan) | Midnight UTC |
| Creative Studio | Credit-based (per generation) | On next subscription cycle |
| Competitor Intel | Plan-based (unlimited on Growth+) | N/A |
"OAuth connection expired"
OAuth tokens to social and ad platforms expire on the provider's own schedule. MITPO refreshes tokens hourly on a cron, but some providers invalidate outside that window (password change, app re-authorization, provider-side policy shift). When this happens, the connected tool shows a red dot — reconnect from Settings.
- Token-refresh cron runs hourly and catches most expirations automatically.
- A manual reconnect takes under a minute and is the only human step needed.
- If reconnect fails, clear cookies for the provider domain and try again.
Still stuck?
Send the exact error, the route you were on, and a rough timestamp. Screenshots help. We respond same-day for anything that looks like a correctness bug.