Help center
Candy AI not working? Check the affected feature
Begin with what failed: opening the page, signing in, sending text or using a specific media control. One failed action does not by itself establish a service-wide outage.
Check the account and the affected feature
- Confirm that the page opens and that the intended account is signed in.
- Identify the character and the exact action that fails.
- Check the membership, token balance and device requirements for that action.
- Keep the error message and approximate time before refreshing or trying again.
Separate browser trouble from an access prompt
A request to subscribe or unlock content is not the same as a page failing to load. A missing character-specific control can also be an availability issue rather than a broken browser.
Try a current supported browser session and check connection stability. Be careful with extensions or privacy settings that block required page resources; changing a setting should have a specific reason, not mean disabling protections indiscriminately.
If a message is flagged as inappropriate, check the content notice rather than repeatedly reloading. Report an apparently mistaken restriction with the relevant reference; a moderation decision is different from a service outage.
Investigate audio and video on their own terms
Check output volume for playback and microphone permission for a supported call. A silent generated clip may not contain an audio track, while a missing interactive control may depend on the character or account.
If an action's status is unclear, avoid repeatedly submitting paid generations. Look for an existing result or confirmation and send those details to support.
Report a repeatable problem
Include the browser, device, account email and steps that lead to the error. State whether it happens on one character, one feature or several unrelated pages.
If you cannot access the account, describe the sign-in method and error without sending a password or recovery code. For a charge, use the billing details rather than expecting a chat transcript to identify the payment.
Questions and answers
Is Candy AI down right now?
A local loading or generation error does not establish a live service-wide status. Check whether other pages work and send the affected feature, time and error to support if the problem persists.
Why does one character have no audio?
Voice availability can be character- or account-specific. Check the actual audio control as well as volume and device permissions.
Should I repeat a generation that seems stuck?
First check its status, collection and any charge. Repeating a paid action before identifying the first result can make the issue harder to trace.