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Find the cause of an access or media problem
Work out whether the failure happens before sign-in, while opening a page, during text chat or at a particular media control. Knowing what failed helps you investigate without treating one error as a service-wide outage.
Topics in this article
Check the account and record the failed action
- Verify that the page opens and you are using the intended account.
- Note the character and the specific action you could not complete.
- Review the membership access, token balance and device requirements for that action.
- Keep the error text and approximate time before refreshing the page or retrying.
Read access prompts and content notices first
Check account eligibility if the page asks for a subscription or content unlock. That prompt is not a loading error, and a character-specific control being unavailable does not necessarily mean the browser is broken.
Check connection stability and try a current supported browser session. Where an extension or privacy setting blocks a required page resource, identify what is blocked before changing the setting; do not disable protections without a specific reason.
Read a moderation notice when a message is marked inappropriate. It is not proof of an outage. If the restriction appears mistaken, report the relevant content reference instead of repeatedly refreshing to try to remove it.
Distinguish listening, calling and generated video
Listening needs working playback volume; a supported call may also need microphone permission. A generated clip can be silent, while an interactive option may depend on the particular account or character rather than a sound setting.
Look for the generation's existing result or confirmation if its status is unclear. Give support that information before submitting repeated paid requests that could make the original action harder to identify.
Describe the sequence that leads to the error
Send the device, browser and account email with the steps you took before the problem appeared. Explain whether it affects one character, one feature or several unrelated pages so we understand its extent.
If you cannot sign in, report the method and exact error without revealing a password or recovery code. If money was charged, provide transaction details rather than expecting a fictional exchange to identify the payment.
Your questions
Does a failed page or generation confirm that Candy AI is down?
A single failure cannot establish that. Check other pages and report the affected action, time and error if it continues, so the scope of the problem can be investigated.
Why might audio be missing for one character but not another?
Feature access can vary by account and character. Inspect that profile's audio controls alongside playback volume and the device permissions relevant to the action.
Should I immediately repeat a request whose result has not appeared?
First review its status, the collection and any charge. Locate the original request before repeating a paid generation so that its result and payment can be traced.