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Work through a Candy AI access or loading problem
Pinpoint the first action that fails, whether it is opening a page, signing in, sending a message or using media. That gives you a starting point without assuming the whole service is unavailable.
In this article
Record what fails before you retry
- Check that the page loads, then verify you are signed into the account you intended to use.
- Note which character you selected and which action did not work.
- Review that action's membership access, token balance and device requirements.
- Record the error and approximate time before you refresh the page or retry.
Read the prompt before changing browser settings
If you see a subscription or content-unlock prompt, check access rather than treating it as a loading failure. A control absent from one character may also reflect feature availability, not a browser fault.
Check your connection and try an up-to-date supported browser session. If an extension or privacy setting blocks a required resource, identify that specific block before changing it; do not switch off protections indiscriminately.
Read an inappropriate-content notice before reloading the page. Moderation is separate from a service outage. If the restriction appears mistaken, report it with the relevant content reference instead of repeatedly retrying.
Check playback, calling and video separately
Start with volume when playback is silent, and microphone permission when a supported call cannot hear you. Some generated clips have no audio track; interactive controls can also differ by character or account.
Find the request's existing result or confirmation if you cannot tell whether it finished. Send that information to support before submitting the same paid generation repeatedly.
Describe the steps that reproduce the error
Write down the steps leading to the error and send them with your browser, device and account email. Tell us whether only one character or feature is affected, or whether unrelated pages also fail.
For a login problem, provide the sign-in method and error, not your password or recovery code. For a charge, include transaction details; a character conversation does not identify the payment on its own.
Questions and answers
Does an error mean Candy AI is down for everyone?
Not by itself. Check whether other pages open, and report the affected feature, time and error if the problem continues. A local failure does not confirm a service-wide outage.
What should I check if audio fails for just one character?
Look for that character's audio control, then check volume and relevant device permissions. Voice features can differ between characters and accounts.
When a generation stalls, should I submit it again?
Inspect its status, the collection and any charge first. Locate the original request before repeating a paid action so the result and payment remain easier to trace.