Photo or video won't generate

If you ask for a photo or video and nothing comes back, there are a few causes with different meanings. Here is how to tell them apart.

Do you have enough credits?

Media costs credits: 15 for a photo, 50 for a video. If your balance is below the cost, the generation will not start and you should be prompted to top up. Check your balance in the credits or wallet area. If you are short, buy a pack. See how credits work.

Did the request hit a content block?

The content rules apply to media the same as to chat. If your request touches a banned theme, the generation will not produce anything, and that is by design. Blocked categories are minors, real-person likenesses, non-consent, incest, and bestiality. The system reviews requests and outputs, so a request that crosses a line is stopped before any media is made.

One thing worth knowing: credits are not consumed for content that is blocked outright. If the generation was refused on content grounds, your balance should be intact. If you think a normal, allowed request was blocked by mistake, rephrase it and try again, or contact support.

Is it just taking a while?

Generation is not instant, especially video:

• Photos generate fairly quickly.
• Video takes longer, since it is many frames, so give it a reasonable wait before assuming it failed.

A clip that is still working is not a clip that failed. Patience first, then troubleshoot.

Did the generation fail?

If a generation genuinely fails to deliver, the credits are re-issued to your account automatically. You are not charged for media you did not get. Check your balance after a failure: if the credits are back, the system caught it, and you can try again. See didn't get my credits.

Connection or session issues

Like chat, media can be tripped up by a bad connection or a stale session:

1. Check your internet.
2. Refresh the app or page.
3. Log out and back in.
4. Try again.

A dropped connection mid-generation can leave it looking stuck. The auto re-issue covers the credits if it truly failed.

Try a simpler request

If a specific, elaborate request keeps failing while simpler ones work, the request itself may be the issue, either too close to a content line or just hard to generate. Try a more straightforward version. If simple requests also fail across companions, it is more likely a connection or platform issue than your prompt.

Still not working

If you have credits, your request is well within the rules, your connection is fine, and media still will not generate, contact support through the live chat widget at support.spicematch.ai or the contact page. Note which companion, photo or video, and roughly when, so they can look into it.