# Help and support Fixes for the most common Sloosh problems: credits, billing, teams, failed or greyed-out generations, and where your results went. Last updated: 2026-10-10 **Key facts** - Credits for a failed Sloosh generation are returned, and a failed card in Studio says what went wrong and offers Retry. - Only Sloosh workspace owners and admins can buy a plan, top up credits or change billing; members see the balance but can't buy more. - Sloosh teams need the Pro or Max plan, and every member takes a paid seat, the owner included. - To reach the Sloosh team, use Jam with Team in the app (replies in 12 to 48 hours) or email support@sloosh.ai. Web page: https://sloosh.ai/docs/support ## Common questions ### I ran out of credits Owners and admins can buy a plan on [Pricing](https://sloosh.ai/pricing), or top up from [Usage & billing](https://sloosh.ai/settings/usage) on a paid plan. Members see how many credits are left but can't buy more. [Plans and credits](https://sloosh.ai/docs/plans-and-credits.md) explains how credits work. ### I need to change my card or see an invoice An owner or admin opens [Usage & billing](https://sloosh.ai/settings/usage) and chooses Manage billing (Fix payment if a payment failed). It opens the billing portal, where you can update your card and download invoices. ### I can't invite a teammate Teams need the Pro or Max plan, and every member takes a paid seat. See [Workspace and team](https://sloosh.ai/docs/workspace.md). ### A generation failed In Studio, a failed card says what went wrong and has a Retry button. In a space, press Retry, or Retry this output on a failed result. Credits for a failed generation are returned. ### Generate is greyed out The line under the button says why: a required field is empty, an upload is still going, or a prompt is too long for the model. Fix that and the button turns on. ### The result doesn't look like my product Words can't describe an exact product. Add a photo of it as a [reference](https://sloosh.ai/docs/references.md) and say in the prompt what must not change, such as the colour, logo or shape. ### Where did my result go? Studio results are in My Generations on the Image or Video page. A space's runs are in its Generations tab. Everything your workspace made is also in [Assets](https://sloosh.ai/assets). ## Talk to a person Real people read every message. Reach us in any of these three ways: 1. [Jam with Team](https://sloosh.ai/docs/support.md#jam): replies in 12 to 48 hours. Signed in, press Jam with Team at the bottom right of any page, or on a phone open the menu and choose Jam with Team. Say what you need, add images or videos, and pick where we reply. 2. Email [support@sloosh.ai](mailto:support@sloosh.ai). 3. Message us on [Instagram](https://www.instagram.com/sloosh.it), [X](https://x.com/sloosh_ai) or [Substack](https://substack.com/@slooshai). For a team or enterprise plan, [talk to ShopOS](https://shopos.ai/contact-sales), the team behind Sloosh. ## Frequently asked questions ### Why can't I make 4K images or videos in Sloosh? Every Sloosh workspace can make 4K outputs and upscale images. The model has to offer 4K: Nano Banana Pro does, while Nano Banana Lite makes 1K only. Check the resolution chip under the prompt, and [Pricing](https://sloosh.ai/pricing) for each plan. ### Why can't I pick a longer video length in Sloosh? Your Sloosh plan sets the longest video you can make, and Pro and Max lift that cap. Each model also has its own longest clip, from 8 seconds on Veo 3.1 to 30 seconds on Seedance 2.5. [Models](https://sloosh.ai/docs/models.md) lists each model's lengths. ### Why can't I edit an image I uploaded to Sloosh? Sloosh's image editing (Upscale, Remove BG, Resize, AI Removal and Refine) works on images Sloosh made, not on files you only attached to a prompt. To change an uploaded photo, use it as a [reference](https://sloosh.ai/docs/references.md) and describe the change in a new prompt. ### Why can't I add more references in Sloosh Studio? Each Sloosh model sets how many references it takes, from 5 images on Ideogram 4.5 to 30 on Seedance 2.5, and Studio stops at that limit. Some video models take start and end frames or references, not both, so Studio closes the other option once you add one.