Common questions
The things people ask most, and what to do when something is not working.
The things people ask most, and what to do when something is not working.
Getting set up
Do I need to install anything? No. No server, no hosting, no updates. Sign in and work.
Do I need my own AI account? Yes, and it is the point. Every generation runs on your key and is billed to you, so you keep the margin and choose the models. Add one in Setup → AI providers.
Can I try it before adding a key? You can set everything else up — pages, branding, plans, prompts. Nothing generates until a key is in place.
Which provider should I start with? OpenAI. One key covers text, images, speech and transcription, so you can switch on every module and see what your customers actually use before adding others.
Workflows
A customer says a workflow "is not set up yet". You have no key for the provider that kind of workflow runs on. Check the top of What you sell → Workflows for a provider marked (no key yet) and add its key in Setup → AI providers. The customer was not charged.
Can I write my own workflows or change their prompts? No. Workflows are defined by the platform so every one stays a bounded business process that works from the facts it is given. You choose which are on, what they cost and which model they run on.
A run is stuck on "Running". Videos take a few minutes, and the customer can leave the page: the result waits in Your runs. If a run never finishes, it is marked failed and the credits are refunded automatically.
A customer's image or video has gone. Images, videos and voiceovers are deleted 48 hours after they are made, as the customer is told on the page. They can run the workflow again from the run page.
A tool keeps failing. Check Your customers → Content activity for the error. Usually an expired key, a hit spending cap, or a model that has been retired at the provider. Your customers were refunded for every failed run.
Credits and plans
What is a credit? What your customers spend. You decide how many each tool costs and how many each plan includes.
Do credits expire? Plan allowance resets at the start of every billing period, so it does not carry over. Bought or granted top-ups never expire. Spending draws the allowance down first, so purchased credits are always the last to go.
Can a customer go over their balance? No. A run that would exceed it is refused before any AI is called, so there is never an unexpected bill for you.
A customer says the signup check keeps failing. Each attempt can only be used once, so a stale page is the usual cause — a refresh fixes it. If it happens to everyone and you use Google reCAPTCHA, check your keys are the v2 “I'm not a robot” kind and that your domain is listed.
A customer pasted a voucher code and got an error. The code is wrong, already used, expired or refunded. Nothing was created — no account, no plan — so they can correct it and try again. If they do not have a code, the field should be left empty; a wrong value is not the same as none.
Can I give a customer extra credits? Yes — open them in Your customers and grant credits. Those go into the never-expiring bucket.
What happens to credits when a generation fails? They are refunded automatically, once. Nobody is ever charged for something they did not get.
Money
Whose payment account? Yours — Paddle, Stripe, PayPal, Lemon Squeezy or Airwallex. Your customers pay you directly. The platform never touches that money.
Which provider? Paddle and Lemon Squeezy handle sales tax and VAT for you. Stripe, PayPal and Airwallex leave it to you, in return for their own payment methods and, on Stripe and PayPal, nothing to set up per plan. See Payments.
Can I sell without either? Yes. Take payment however you like and deliver a voucher. No integration needed.
Payments succeed but nothing happens. The webhook is not set up, or the signing secret does not match. See Payments.
Can I refund? Yes, in full or in part, from Your customers → Payments. The money goes back, the credits are reversed and the plan ends.
What happens when I refund a voucher? Same as a card refund — plan ended, credits reversed — except the code stays spent. A refunded code cannot be used by anyone else, and the usage count is not reset. Issue a new code if you want to give the customer another chance.
Customers say they get no email. Check in this order: is the message switched on in Your website → Emails; are they looking in spam; if you use your own SMTP, are SPF and DKIM published for that domain. Send test on any message tells you immediately whether sending works at all.
Can I send from my own address? Yes — Setup → Email sending, with your own SMTP details. Otherwise your mail goes out from the platform's sending domain with your business name as the sender.
Can I turn off the confirmation email? Yes, and it means no confirmation link is sent at all. Customers can use their account immediately. Faster signups, some invalid addresses.
Can I turn off password resets? No. Without them, a customer who forgets their password has no way back in.
Why can't I edit the reset link text? Those links are signed and expire on schedule. A typo would silently break every password reset. Write around the button — the button always works.
Your website
Where do I edit my home page? Your website → Pages & content → Home page. Choose one of the five designs. Every design carries the same ready-written page; your business name, logo, plans, legal pages and support email are filled in from your workspace.
My home page shows different words from what I wrote in my sections. Your site is drawn by a finished design, which carries its own words. The sections you wrote before designs arrived are kept, but they are not shown.
Can I add my own FAQs and testimonials? Yes, as many as you like. Those sections hold lists you add to.
Can I change the sign-in page? The panel beside the form is yours to write — Pages & content → Sign-in page.
Can I turn my website off and just use the app? Yes — Pages & content, at the top. Visitors go straight to your sign in screen. Your legal pages and everything behind sign in keep working.
My provider will not let me save a CNAME for my main domain. It cannot: DNS does not allow a CNAME on a bare domain. Use the A record shown on screen instead. Only subdomains use a CNAME.
www.mydomain.com shows an error. It has not been set up. Open Custom domain and use Add the www version — then publish the one CNAME record it shows you. No second TXT record is needed.
Do I have to use all the sections? No. Switch off what you have nothing to say in. An honest four-section page beats twelve sections of filler.
Are the legal pages good enough? They are a reasonable starting point in general SaaS language, not legal advice. Read them and edit anything untrue of your business. If you sell into the EU or UK, have a lawyer look.
Domains
Do I need my own domain?
No. Your yourname.euai.cc address works with HTTPS from day one.
How long does a custom domain take? DNS usually publishes in minutes, occasionally an hour. HTTPS is set up automatically once it verifies.
Can I change my username? Yes, in Setup → Workspace — but it changes your web address and every existing link breaks. Add a custom domain first if people have bookmarked you.
Files and data
How long are generated files kept? Images, videos and voiceovers are deleted 48 hours after they are made. The run stays forever — history, cost and any text output. Customers see the exact deletion time on every result.
Can another business see my prompts or my customers? No. Every workspace is scoped separately at the database level. Your prompts, your customers, your keys and your content are visible to you and nobody else.
What happens if I delete my account? Everything goes — workspace, customers, generations, files, settings. Only anonymised billing records survive, with your name replaced by "Deleted user", because accounting obligations outlive an account. It cannot be undone.
Still stuck
Note what you were doing, what you expected, and what happened instead, then contact platform support. If it involves a specific customer or generation, the entry in Your customers → Content activity is the fastest thing to point at.
Back to the guide index.
Something here out of date, or a question this does not answer?
Back to contents