Common Issues
Generation failed — what should I do?
Check your remaining credit balance in the Overview tab. Insufficient credits will cause generation failures.
Verify your internet connection is stable.
If the model is temporarily unavailable, try switching to an alternative model with similar capabilities.
Shorten or simplify your prompt if the request may have triggered a content filter.
Refresh the page and retry. Temporary server-side issues often resolve within minutes.
My credits don't match what I expected
Credit consumption is based on input + output token length for LLMs. Longer prompts and longer responses cost more.
For images, total cost = credits per image × number of generations.
Knowledge Base uploads consume credits based on file size.
Check the Credit Utilization section in the Overview tab for a full breakdown by tool and date.
If you believe there is a genuine credit discrepancy, contact support@qolaba.ai with the date, tool used, and expected vs actual credit deduction.
My credits don't match what I expected
Credit consumption is based on input + output token length for LLMs. Longer prompts and longer responses cost more.
For images, total cost = credits per image × number of generations.
Knowledge Base uploads consume credits based on file size.
Check the Credit Utilization section in the Overview tab for a full breakdown by tool and date.
If you believe there is a genuine credit discrepancy, contact support@qolaba.ai with the date, tool used, and expected vs actual credit deduction.
Invited member cannot access the workspace
Confirm the member signed in using the exact email address they were invited with.
Check the member's status in the Members tab — ensure it shows 'Active', not 'Revoked'.
Verify the correct workspace is assigned to the member.
Ask the member to log out and log back in to refresh their session permissions.
Image or video generation is slow
Premium models (Gemini Nano Banana Pro, Runway Gen4 Turbo) have higher processing times than lighter models.
Generating multiple outputs simultaneously (e.g., 8 images) takes longer than single generations.
High-quality and detail settings increase processing time. Reduce quality settings for faster results during drafting.
Platform-wide load spikes can temporarily increase queue times. Try again after a few minutes.
Knowledge Base responses are inaccurate or missing context
Ensure the Knowledge Base is actively attached to the current chat (a file icon should appear in the chat interface).
Verify the relevant documents are included in the Knowledge Base and have been successfully processed.
Large files may index partially. Try splitting very large documents into smaller chunks.
Remove outdated or conflicting documents that may be overriding current information.
Audio generation sounds unnatural
Use Pro TTS model for final output — Flash TTS is optimized for speed, not naturalness.
Add style instructions to guide delivery: 'Speak slowly and warmly' or 'Professional and authoritative'.
Use proper punctuation in your script — commas and full stops control pacing significantly.
Break very long paragraphs into shorter sentences for more natural pacing.
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